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A literature review on humanoid robot usage in service industry

Year 2023, Volume: 16 Issue: 1, 207 - 223, 31.01.2023
https://doi.org/10.25287/ohuiibf.1172553

Abstract

The first humanoid robot in the modern sense was developed in 1973. Technological advances over time have enabled the production of humanoid robots that perform more complex tasks. This situation has made the use of humanoid robots increasingly widespread. The increasing prevalence of humanoid robots in the business world has made it important to determine the perceptions, attitudes and behaviors of individuals interacting with them. Consumers' perceptions, attitudes and behaviors are unclear in this regard. Besides, humanoid robots increasingly replace employees or perform tasks together with employees creates stress on employees. However, it is seen that employers approach the issue in terms of productivity and cost. In our country, the concept of humanoid robot has been studied from an engineering point of view. It is seen that studies on the basis of social science are more limited. In this study, studies on humanoid robot and humanoid robot in service sector are examined. In the literature, it is seen that the subject is examined in different service types, on different participants, using various techniques. According to examinations, it has been determined that the performance of humanoid robots is not seen as sufficient, and the attitudes and behaviors of individuals towards humanoid robots are generally positive. It is expected that the study will guide academicians working on consumer behavior and the service sector in determining new research topics and draw the attention of practitioners to the subject of the subject humanoid robot investments.

References

  • Akın Robotics. 10 Ağustos 2021 tarihinde https://www.akinrobotics.com/tr/prototiplerimiz sayfasından erişilmiştir.
  • Al Barakeh, Z., Alkork, S., Karar, A. S., Said, S., & Beyrouthy, T. (2019, April). Pepper humanoid robot as a service robot: A customer approach. In 2019 3rd International Conference on Bio-engineering for Smart Technologies (BioSMART) (pp. 1-4). IEEE.
  • Baloğlu, K. A., Kaplancalı, U. T., & Kılıç, S. (2019). Bakıma ihtiyaç duyan yaşlılar için yardımcı sosyal robot araştırması ve analizi. Avrupa Bilim ve Teknoloji Dergisi, Special Issue, 1-8. DOI: 10.31590/ejosat.626045.
  • Barisozcan.com. 10 Aralık 2021 tarihinde https://barisozcan.com/dunyanin-en-gercekci-insansi-robotu-ve-ureyen-robotlar/ sayfasından erişilmiştir.
  • Boston Dynamics. 10 Ağustos 2021 tarihinde https://www.bostondynamics.com/atlas sayfasından erişilmiştir. Breazeal, C. (2003). Emotion and sociable humanoid robots. International Journal of Human-Computer Studies, 59(1-2), 119-155.
  • Breazeal, C., Gray, J., & Berlin, M. (2009). An embodied cognition approach to mindreading skills for socially intelligent robots. The International Journal of Robotics Research, 28(5), 656-680.
  • Choi, Y., Choi, M., Oh, M., & Kim, S. (2020). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing & Management, 29(6), 613-635.
  • Choi, Y., Oh, M., Choi, M., & Kim, S. (2021). Exploring the influence of culture on tourist experiences with robots in service delivery environment. Current Issues in Tourism, 24(5), 717-733.
  • Demir, S. (2019). İç ortamlarda insan-robot etkileşimi. Yayınlanmamış Yüksek Lisans Tezi, Konya Teknik Üniversitesi Lisansüstü Eğitim Enstitüsü, Konya.
  • Duffy, B. R. (2003). Anthropomorphism and the social robot. Robotics and Autonomous Systems, 42(3-4), 177-190.
  • Durna, E. C., & Baysal, H. T. (2021). Ziyaretçilerin otel işletmelerine yönelik yorum ve şikayetlerinin incelenmesi: dünyanın ilk robotik oteli olan “henn na otel” örneği. Turizm ve İşletme Bilimleri Dergisi. 1(2), 85-102.
  • Engineered Arts, (2021a). 10 Aralık 2021 tarihinde https://www.engineeredarts.co.uk/robot/mesmer/ sayfasından erişilmiştir.
  • Engineered Arts, (2021b). 10 Aralık 2021 tarihinde https://www.engineeredarts.co.uk/robot/ameca/ sayfasından erişilmiştir.
  • Farhadi, P. (2019). The social presence of jibo (Order No. 13904010). Available from ProQuest Dissertations & Theses Global. (2307785529). Retrieved from https://search.proquest.com/docview/2307785529?accountid=38938.
  • Fernandes, T., & Oliveira, E. (2021). Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption. Journal of Business Research, 122(2021), 180-191.
  • Ferro, F., & Marchionni, L. (2014). Reem: A humanoid service robot. In ROBOT2013: First Iberian Robotics Conference (pp. 521-525). Springer, Cham.
  • Filieri, R., Lin, Z., Li, Y., Lu, X ve Yang, X. (2022). Customer emotions in service robot encounters: A hybrid machine-human intelligence approach. Journal of Service Research, 2022, Doi: 10.1177/10946705221103937.
  • Fox, J., & Gambino, A. (2021). Relationship development with humanoid social robots: Applying interpersonal theories to human–robot interaction. Cyberpsychology, Behavior and Social Networking, 24(5), 294-299.
  • Fuentes-Moraleda, L., Diaz-Perez, P., Orea-Giner, A., Munoz-Mazon, A., & Villace-Molinero, T. (2020). Interaction between hotel service robots and humans: A hotel-specific service robot acceptance model (sRAM). Tourism Management Perspectives, 36, 100751.
  • Global Honda. 10 Ağustos 2021 tarihinde https://global.honda/innovation/robotics/ASIMO.html sayfadından erişilmiştir.
  • Goodrich, M. A., & Schultz, A. C. (2008). Human–robot interaction: A survey. Foundations and Trends in Human–Computer Interaction, 1(3), 203-275.
  • Hansen, S. T., & Hansen, K. D. (2020, November). Public Relation Robots-An Overview. In Proceedings of the 8th International Conference on Human-Agent Interaction (pp. 284-286).
  • Io, H. N., & Lee, C. B. (2020). Social media comments about hotel robots. Journal of China Tourism Research, 16(4), 606-625.
  • Kahraman, C., Deveci, M., Boltürk, E., & Türk, S. (2020). Fuzzy controlled humanoid robots: A literature review. Robotics and Autonomous Systems, 103643. Doi: https://doi.org/10.1016/j.robot.2020.103643.
  • Kosuge, K., & Hirata, Y. (2004, August). Human-robot interaction. In 2004 IEEE International Conference on Robotics and Biomimetics (pp. 8-11). IEEE.
  • Kwak, S. S. (2014). The impact of the robot appearance types on social interaction with a robot and service evaluation of a robot. Archives of Design Research, 27(2), 81-93.
  • Leminen, S., Westerlund, M., & Rajahonka, M. (2017). Innovating with service robots in living labs. Manchester: The International Society for Professional Innovation Management (ISPIM). Retrieved from https://search.proquest.com/docview/1920222402?accountid=38938.
  • Liu, X. S., Wan, L. C., & Yi, X. S. (2022). Humanoid versus non-humanoid robots: How mortality salience shapes preference for robot services under the COVID-19 pandemic?. Annals of Tourism Research, 94, 103383. Doi: https://doi.org/10.1016/j.annals.2022.103383.
  • Logan, D. E., Breazeal, C., Goodwin, M. S., Jeong, S., O’Connell, B., Smith-Freedman, D., Heathers, J., & Weinstock, P. (2019). Social robots for hospitalized children. Pediatrics, 144(1). https://doi.org/10.1542/PEDS.2018-1511/76828.
  • MacDorman, K. F. (2006, July). Subjective ratings of robot video clips for human likeness, familiarity, and eeriness: An exploration of the uncanny valley. In ICCS/CogSci-2006 Long Symposium: Toward Social Mechanisms of Android Science (pp. 26-29).
  • McGrath, S. (2007). Active reflex-based balancing for small humanoid robots. Available from ProQuest Dissertations & Theses Global. (304788924). Retrieved from https://search.proquest.com/docview/304788924?accountid=38938.
  • Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I. (2019). Service robots rising: How humanoid robots influence service experiences and elicit compensatory consumer responses. Journal of Marketing Research, 56(4), 535-556.
  • Murphy, J., Gretzel, U., & Hofacker, C. (2017, May). Service robots in hospitality and tourism: Investigating anthropomorphism. In 15th APacCHRIE Conference.
  • Nakanishi, J., Kuramoto, I., Baba, J., Kohei, O., Yoshikawa, Y., & Ishiguro, H. (2018, December). Can a humanoid robot engage in heartwarming interaction service at a hotel?. In Proceedings of the 6th International Conference on Human-Agent Interaction (pp. 45-53).
  • Niemelä, M., Heikkilä, P., & Lammi, H. (2017, March). A social service robot in a shopping mall: Expectations of the management, retailers and consumers. In Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction (pp. 227-228).
  • Oztop, E., Franklin, D. W., Chaminade, T., & Cheng, G. (2005). Human–humanoid interaction: Is a humanoid robot perceived as a human? International Journal of Humanoid Robotics, 2(04), 537-559.
  • Özdemir, D. (2015). Özel eğitime yönelik insansı robot ve bilgisayar destekli öğrenme ortamlarının geliştirilmesi ve bu ortamlardaki etkileşimlerin dönüt türleri açısından incelenmesi. Yayınlanmamış Doktora Tezi, Atatürk Üniversitesi Eğitim Bilimleri Enstitüsü.
  • Raju, I. P., Sikka, S., Garg, M. A., & Pandey, M. M. A. (2020). Brief review of recent advancement in humanoid robotics research. Mukt Shabd Journal, 9(6), 3743- 3748.
  • Schadenberg, B. R., Reidsma, D., Heylen, D. K., & Evers, V. (2020). Differences in spontaneous interactions of autistic children in an interaction with an adult and humanoid robot. Frontiers in robotics and AI, 7, 28. Doi: 10.1007/s12369-020-00687-0.
  • Severinson-Eklundh, K., Green, A., & Hüttenrauch, H. (2003). Social and collaborative aspects of interaction with a service robot. Robotics and Autonomous systems, 42(3-4), 223-234.
  • Stock, R. M., & Merkle, M. (2018, January). Can humanoid service robots perform better than service employees? A comparison of innovative behavior cues. In Proceedings of the 51st Hawaii international conference on system sciences. Doi: 10.24251/HICSS.2018.133.
  • Timirgaleeva, R. R., Kazak, A. N., Filippov, D. M., Novikova, N. I., & Lankovskaya, E. K. (2021). Robotics in the Hospitality Sector of the Russian Federation. In CEUR Workshop Proceedings (pp. 493-500).
  • Wu, T. (2013). Machine learning for humanoid robot modeling and control. Available from ProQuest Dissertations & Theses Global. Retrieved from https://www.proquest.com/dissertations-theses/machine-learning-humanoid-robot-modeling-control/docview/1448259398/se-2?accountid=38938.
  • Yıldız, S. (2018). Turist rehberliği mesleğinde robot rehberlerin yükselişi. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 10(23), 164-177.
  • Yoshida, E. (2019). Robots that look like humans: A brief look into humanoid robotics. Mètode Science Studies Journal, 9(1), 143-151.

Hizmet sektöründe insansı robot kullanımı üzerine bir literatür incelemesi

Year 2023, Volume: 16 Issue: 1, 207 - 223, 31.01.2023
https://doi.org/10.25287/ohuiibf.1172553

Abstract

Modern anlamda ilk insansı robot, 1973 yılında geliştirilmiştir. Zaman içerisinde gerçekleşen teknolojik gelişmeler, daha karmaşık görevleri yerine getiren insansı robotların üretilmesini sağlamıştır. Bu durum, insansı robotların kullanımını giderek yaygınlaştırmıştır. İnsansı robotların iş dünyasında giderek yaygınlaşması, onlarla etkileşime geçen bireylerin algı, tutum ve davranışlarının belirlenmesini önemli hale getirmiştir. Bu konuda tüketicilerin algı, tutum ve davranışları belirsizdir. Ayrıca insansı robotların giderek çalışanların yerini alması ya da çalışanlarla birlikte görevleri yerine getirmesi, çalışanlar üzerine stres oluşturmaktadır. Bununla birlikte işverenlerin, konuya verimlilik ve maliyet açısından yaklaştığı görülmektedir. Ülkemizde insansı robot kavramı, genel olarak mühendislik bakış açısıyla incelenmiştir. Sosyal bilim temelinde yapılan çalışmaların daha sınırlı olduğu görülmektedir. Bu çalışmada insansı robot ve hizmet sektöründe insansı robot kullanımı üzerine yapılan araştırmalar incelenmektedir. Literatürde konunun farklı hizmet türlerinde, farklı katılımcılar üzerinde çeşitli teknikler kullanılarak incelendiği görülmektedir. Yapılan incelemelere göre, insansı robotların performanslarının yeterli olarak görülmediği, genel olarak bireylerin insansı robota karşı tutum ve davranışlarının olumlu olduğu belirlenmiştir. Çalışmanın katkısı, hem akademisyenlere hem de uygulamacılara yöneliktir. Tüketici davranışları ve hizmet sektörü üzerinde çalışan araştırmacılara yeni araştırma konuları belirleme konusunda rehberlik etmesi beklenirken, uygulamacılara da insansı robot yatırımları üzerine rehberlik etmesi beklenmektedir.

References

  • Akın Robotics. 10 Ağustos 2021 tarihinde https://www.akinrobotics.com/tr/prototiplerimiz sayfasından erişilmiştir.
  • Al Barakeh, Z., Alkork, S., Karar, A. S., Said, S., & Beyrouthy, T. (2019, April). Pepper humanoid robot as a service robot: A customer approach. In 2019 3rd International Conference on Bio-engineering for Smart Technologies (BioSMART) (pp. 1-4). IEEE.
  • Baloğlu, K. A., Kaplancalı, U. T., & Kılıç, S. (2019). Bakıma ihtiyaç duyan yaşlılar için yardımcı sosyal robot araştırması ve analizi. Avrupa Bilim ve Teknoloji Dergisi, Special Issue, 1-8. DOI: 10.31590/ejosat.626045.
  • Barisozcan.com. 10 Aralık 2021 tarihinde https://barisozcan.com/dunyanin-en-gercekci-insansi-robotu-ve-ureyen-robotlar/ sayfasından erişilmiştir.
  • Boston Dynamics. 10 Ağustos 2021 tarihinde https://www.bostondynamics.com/atlas sayfasından erişilmiştir. Breazeal, C. (2003). Emotion and sociable humanoid robots. International Journal of Human-Computer Studies, 59(1-2), 119-155.
  • Breazeal, C., Gray, J., & Berlin, M. (2009). An embodied cognition approach to mindreading skills for socially intelligent robots. The International Journal of Robotics Research, 28(5), 656-680.
  • Choi, Y., Choi, M., Oh, M., & Kim, S. (2020). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing & Management, 29(6), 613-635.
  • Choi, Y., Oh, M., Choi, M., & Kim, S. (2021). Exploring the influence of culture on tourist experiences with robots in service delivery environment. Current Issues in Tourism, 24(5), 717-733.
  • Demir, S. (2019). İç ortamlarda insan-robot etkileşimi. Yayınlanmamış Yüksek Lisans Tezi, Konya Teknik Üniversitesi Lisansüstü Eğitim Enstitüsü, Konya.
  • Duffy, B. R. (2003). Anthropomorphism and the social robot. Robotics and Autonomous Systems, 42(3-4), 177-190.
  • Durna, E. C., & Baysal, H. T. (2021). Ziyaretçilerin otel işletmelerine yönelik yorum ve şikayetlerinin incelenmesi: dünyanın ilk robotik oteli olan “henn na otel” örneği. Turizm ve İşletme Bilimleri Dergisi. 1(2), 85-102.
  • Engineered Arts, (2021a). 10 Aralık 2021 tarihinde https://www.engineeredarts.co.uk/robot/mesmer/ sayfasından erişilmiştir.
  • Engineered Arts, (2021b). 10 Aralık 2021 tarihinde https://www.engineeredarts.co.uk/robot/ameca/ sayfasından erişilmiştir.
  • Farhadi, P. (2019). The social presence of jibo (Order No. 13904010). Available from ProQuest Dissertations & Theses Global. (2307785529). Retrieved from https://search.proquest.com/docview/2307785529?accountid=38938.
  • Fernandes, T., & Oliveira, E. (2021). Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption. Journal of Business Research, 122(2021), 180-191.
  • Ferro, F., & Marchionni, L. (2014). Reem: A humanoid service robot. In ROBOT2013: First Iberian Robotics Conference (pp. 521-525). Springer, Cham.
  • Filieri, R., Lin, Z., Li, Y., Lu, X ve Yang, X. (2022). Customer emotions in service robot encounters: A hybrid machine-human intelligence approach. Journal of Service Research, 2022, Doi: 10.1177/10946705221103937.
  • Fox, J., & Gambino, A. (2021). Relationship development with humanoid social robots: Applying interpersonal theories to human–robot interaction. Cyberpsychology, Behavior and Social Networking, 24(5), 294-299.
  • Fuentes-Moraleda, L., Diaz-Perez, P., Orea-Giner, A., Munoz-Mazon, A., & Villace-Molinero, T. (2020). Interaction between hotel service robots and humans: A hotel-specific service robot acceptance model (sRAM). Tourism Management Perspectives, 36, 100751.
  • Global Honda. 10 Ağustos 2021 tarihinde https://global.honda/innovation/robotics/ASIMO.html sayfadından erişilmiştir.
  • Goodrich, M. A., & Schultz, A. C. (2008). Human–robot interaction: A survey. Foundations and Trends in Human–Computer Interaction, 1(3), 203-275.
  • Hansen, S. T., & Hansen, K. D. (2020, November). Public Relation Robots-An Overview. In Proceedings of the 8th International Conference on Human-Agent Interaction (pp. 284-286).
  • Io, H. N., & Lee, C. B. (2020). Social media comments about hotel robots. Journal of China Tourism Research, 16(4), 606-625.
  • Kahraman, C., Deveci, M., Boltürk, E., & Türk, S. (2020). Fuzzy controlled humanoid robots: A literature review. Robotics and Autonomous Systems, 103643. Doi: https://doi.org/10.1016/j.robot.2020.103643.
  • Kosuge, K., & Hirata, Y. (2004, August). Human-robot interaction. In 2004 IEEE International Conference on Robotics and Biomimetics (pp. 8-11). IEEE.
  • Kwak, S. S. (2014). The impact of the robot appearance types on social interaction with a robot and service evaluation of a robot. Archives of Design Research, 27(2), 81-93.
  • Leminen, S., Westerlund, M., & Rajahonka, M. (2017). Innovating with service robots in living labs. Manchester: The International Society for Professional Innovation Management (ISPIM). Retrieved from https://search.proquest.com/docview/1920222402?accountid=38938.
  • Liu, X. S., Wan, L. C., & Yi, X. S. (2022). Humanoid versus non-humanoid robots: How mortality salience shapes preference for robot services under the COVID-19 pandemic?. Annals of Tourism Research, 94, 103383. Doi: https://doi.org/10.1016/j.annals.2022.103383.
  • Logan, D. E., Breazeal, C., Goodwin, M. S., Jeong, S., O’Connell, B., Smith-Freedman, D., Heathers, J., & Weinstock, P. (2019). Social robots for hospitalized children. Pediatrics, 144(1). https://doi.org/10.1542/PEDS.2018-1511/76828.
  • MacDorman, K. F. (2006, July). Subjective ratings of robot video clips for human likeness, familiarity, and eeriness: An exploration of the uncanny valley. In ICCS/CogSci-2006 Long Symposium: Toward Social Mechanisms of Android Science (pp. 26-29).
  • McGrath, S. (2007). Active reflex-based balancing for small humanoid robots. Available from ProQuest Dissertations & Theses Global. (304788924). Retrieved from https://search.proquest.com/docview/304788924?accountid=38938.
  • Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I. (2019). Service robots rising: How humanoid robots influence service experiences and elicit compensatory consumer responses. Journal of Marketing Research, 56(4), 535-556.
  • Murphy, J., Gretzel, U., & Hofacker, C. (2017, May). Service robots in hospitality and tourism: Investigating anthropomorphism. In 15th APacCHRIE Conference.
  • Nakanishi, J., Kuramoto, I., Baba, J., Kohei, O., Yoshikawa, Y., & Ishiguro, H. (2018, December). Can a humanoid robot engage in heartwarming interaction service at a hotel?. In Proceedings of the 6th International Conference on Human-Agent Interaction (pp. 45-53).
  • Niemelä, M., Heikkilä, P., & Lammi, H. (2017, March). A social service robot in a shopping mall: Expectations of the management, retailers and consumers. In Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction (pp. 227-228).
  • Oztop, E., Franklin, D. W., Chaminade, T., & Cheng, G. (2005). Human–humanoid interaction: Is a humanoid robot perceived as a human? International Journal of Humanoid Robotics, 2(04), 537-559.
  • Özdemir, D. (2015). Özel eğitime yönelik insansı robot ve bilgisayar destekli öğrenme ortamlarının geliştirilmesi ve bu ortamlardaki etkileşimlerin dönüt türleri açısından incelenmesi. Yayınlanmamış Doktora Tezi, Atatürk Üniversitesi Eğitim Bilimleri Enstitüsü.
  • Raju, I. P., Sikka, S., Garg, M. A., & Pandey, M. M. A. (2020). Brief review of recent advancement in humanoid robotics research. Mukt Shabd Journal, 9(6), 3743- 3748.
  • Schadenberg, B. R., Reidsma, D., Heylen, D. K., & Evers, V. (2020). Differences in spontaneous interactions of autistic children in an interaction with an adult and humanoid robot. Frontiers in robotics and AI, 7, 28. Doi: 10.1007/s12369-020-00687-0.
  • Severinson-Eklundh, K., Green, A., & Hüttenrauch, H. (2003). Social and collaborative aspects of interaction with a service robot. Robotics and Autonomous systems, 42(3-4), 223-234.
  • Stock, R. M., & Merkle, M. (2018, January). Can humanoid service robots perform better than service employees? A comparison of innovative behavior cues. In Proceedings of the 51st Hawaii international conference on system sciences. Doi: 10.24251/HICSS.2018.133.
  • Timirgaleeva, R. R., Kazak, A. N., Filippov, D. M., Novikova, N. I., & Lankovskaya, E. K. (2021). Robotics in the Hospitality Sector of the Russian Federation. In CEUR Workshop Proceedings (pp. 493-500).
  • Wu, T. (2013). Machine learning for humanoid robot modeling and control. Available from ProQuest Dissertations & Theses Global. Retrieved from https://www.proquest.com/dissertations-theses/machine-learning-humanoid-robot-modeling-control/docview/1448259398/se-2?accountid=38938.
  • Yıldız, S. (2018). Turist rehberliği mesleğinde robot rehberlerin yükselişi. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 10(23), 164-177.
  • Yoshida, E. (2019). Robots that look like humans: A brief look into humanoid robotics. Mètode Science Studies Journal, 9(1), 143-151.
There are 45 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Senem Hazel Başer 0000-0002-1223-1901

Hülya Bakırtaş 0000-0003-3473-0098

Publication Date January 31, 2023
Submission Date September 8, 2022
Acceptance Date December 14, 2022
Published in Issue Year 2023 Volume: 16 Issue: 1

Cite

APA Başer, S. H., & Bakırtaş, H. (2023). Hizmet sektöründe insansı robot kullanımı üzerine bir literatür incelemesi. Ömer Halisdemir Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 16(1), 207-223. https://doi.org/10.25287/ohuiibf.1172553

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Ömer Halisdemir Universitesi Iktisadi ve Idari Bilimler Fakültesi Dergisi (OHUIIBF) is licensed under the Creative Commons Attribution-Noncommercial-Pseudonymity License 4.0 international license.