期刊
JOURNAL OF RETAILING AND CONSUMER SERVICES
卷 61, 期 -, 页码 -出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2021.102551
关键词
Human-robot interaction; Emotional contagion; Machine learning; Sentiment; Facial recognition; Consumer experience; Service robot
类别
资金
- Ministry of Science and Technology, Taiwan [MOST 108-2218-E-468-003]
The study reveals that expressions of surprise and happiness from emotional robots have positive impacts on potential consumers, highlighting the importance of further understanding emotions in human-robot interaction.
Astoundingly, recent technological advancements have enabled robots to display emotions. Yet, while emotional expression is valued in the field of service, understanding emotions in human-robot interaction remains underexplored. Since emotions are contagious/transmittable, this study utilised Instagram data to uncover how emotional robots influence potential consumers' affective feelings. By employing machine learning algorithms and sentiment analysis, the findings suggest that the expressions of surprise and happiness are key to creating positive impacts on potential consumers. The cross-disciplinary nature of this study lays the groundwork for nextlevel social, design, and creative experiences in artificial intelligence research regarding consumer service and experience contexts.
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