A Social Service Robot in a Shopping Mall: Expectations of the Management, Retailers and Consumers

Marketta Niemelä; Päivi Heikkilä; Hanna Lammi

doi:10.1145/3029798.3038301

A Social Service Robot in a Shopping Mall: Expectations of the Management, Retailers and Consumers

Marketta Niemelä, Päivi Heikkilä, Hanna Lammi

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

69 Citations (Scopus)

Abstract

Consumers often respond positively to social service robots in retail context but less is known about the expectations and success criteria of the management and retailers for such robots. We have introduced a humanoid social robot (Pepper) in a shopping mall and report the results of a mall management workshop, interviews of eight retailers and a consumer customer workshop. The results show that the stakeholders find important that the robot creates warm and fun atmosphere in the mall as well as provides practical help for the customers and workers.

Original language	English
Title of host publication	Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction
Subtitle of host publication	HRI '17
Editors	Bilge Mutlu, Manfred Tscheligi
Publisher	Association for Computing Machinery ACM
Pages	227-228
ISBN (Print)	978-1-4503-4885-0
DOIs	https://doi.org/10.1145/3029798.3038301
Publication status	Published - 6 Mar 2017
MoE publication type	A4 Article in a conference publication
Event	2017 ACM/IEEE International Conference on Human-Robot Interaction - Vienna, Austria Duration: 6 Mar 2017 → 9 Mar 2017

Conference

Conference	2017 ACM/IEEE International Conference on Human-Robot Interaction
Abbreviated title	HRI 2017
Country/Territory	Austria
City	Vienna
Period	6/03/17 → 9/03/17

Keywords

expectations
social robot
shopping mall
human-robot interaction
customer service

Access to Document

10.1145/3029798.3038301

Cite this

Niemelä, M., Heikkilä, P., & Lammi, H. (2017). A Social Service Robot in a Shopping Mall: Expectations of the Management, Retailers and Consumers. In B. Mutlu, & M. Tscheligi (Eds.), Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction: HRI '17 (pp. 227-228). Association for Computing Machinery ACM. https://doi.org/10.1145/3029798.3038301

Niemelä, Marketta ; Heikkilä, Päivi ; Lammi, Hanna. / A Social Service Robot in a Shopping Mall : Expectations of the Management, Retailers and Consumers. Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction: HRI '17. editor / Bilge Mutlu ; Manfred Tscheligi. Association for Computing Machinery ACM, 2017. pp. 227-228

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Niemelä, M, Heikkilä, P & Lammi, H 2017, A Social Service Robot in a Shopping Mall: Expectations of the Management, Retailers and Consumers. in B Mutlu & M Tscheligi (eds), Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction: HRI '17. Association for Computing Machinery ACM, pp. 227-228, 2017 ACM/IEEE International Conference on Human-Robot Interaction, Vienna, Austria, 6/03/17. https://doi.org/10.1145/3029798.3038301

A Social Service Robot in a Shopping Mall: Expectations of the Management, Retailers and Consumers. / Niemelä, Marketta; Heikkilä, Päivi ; Lammi, Hanna.
Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction: HRI '17. ed. / Bilge Mutlu; Manfred Tscheligi. Association for Computing Machinery ACM, 2017. p. 227-228.

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

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A Social Service Robot in a Shopping Mall: Expectations of the Management, Retailers and Consumers

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