How Ethical Issues Raised by Human-Robot Interaction can Impact the Intention to use the Robot?

The goal of this research is to focus on the ethical issues linked to the interaction between humans and robots in a service delivery context. Through this user study, we want to see how ethics influence user's intention to use a robot in a frontline service context. We want to observe the importance of each ethical attribute on user's intention to use the robot in the future. To achieve this goal, we incorporated a video that showed Pepper, the robot, in action. Then respondents had to answer questions about their perception of robots based on the video. Based on a final sample of 341 respondents, we used structural equation modeling (SEM) to test our hypotheses. The results show that the most important ethical issue is the Replacement and its implications for labor. When we look at the impact of the ethical issues on the intention to use, we discovered that the variables impacting the most are Social cues, Trust and Safety.

Automated summary

The goal of this research is to examine the ethical issues related to human-robot interaction in a service delivery context. The study found that ethics have an impact on users' intention to use robots, especially in frontline service settings. Social cues, trust, and safety were identified as the most important factors influencing users' intention to use robots in the future.