Abstract
By a News Reporter-Staff News Editor at Robotics & Machine Learning DailyNews Daily News - Current study results on Robotics have been published. According to news reportingoriginating from Edinburg, Texas, b y NewsRx correspondents, research stated, “As service robots becomeincreasingly common in the marketplace, more research is necessary to better understand cust omer perceptionsof and responses to those robots, especially in the context of service failures. This paper investigatesservice robots from the perspective of a customer as a third-party observer, specifically examining the effectof the customer’s empathy toward the robot on downstream customer responses and the mod erating roleof robot eeriness on that effect.”Our news editors obtained a quote from the research from the University of Texas Rio Grande Valley,“Namely, we find that for a low eeriness robot (e.g., a robo tic ‘arm’), customer responses generally become more desirable as empathy increa ses (i.e., complaint intentions and dissatisfaction are lower, andsatisfaction is higher). Meanwhile, for a high eeriness robot (e.g., a humanoid robot), those same customerresponses generally become less desirable as empathy increases.”According to the news editors, the research concluded: “The findings have implic ations for scholarshipon robotic automation in services marketing and for marke ters seeking to implement service robots incustomer-facing contexts.”
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