A social service robot in a shopping mall: expectations of the management, retailers and consumers

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

    14 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 languageEnglish
    Title of host publicationHRI 2017 - Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction
    PublisherAssociation for Computing Machinery ACM
    Pages227-228
    Number of pages2
    ISBN (Electronic)9781450348850
    ISBN (Print)978-1-4503-4885-0
    DOIs
    Publication statusPublished - 6 Mar 2017
    MoE publication typeA4 Article in a conference publication
    Event2017 ACM/IEEE International Conference on Human-Robot Interaction - Vienna, Austria
    Duration: 6 Mar 20179 Mar 2017

    Conference

    Conference2017 ACM/IEEE International Conference on Human-Robot Interaction
    Abbreviated titleHRI 2017
    CountryAustria
    CityVienna
    Period6/03/179/03/17

    Keywords

    • expectations
    • social robot
    • shopping mall
    • human-robot interaction
    • customer service

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  • 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 HRI 2017 - Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction (pp. 227-228). Association for Computing Machinery ACM. https://doi.org/10.1145/3029798.3038301