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

12 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	HRI 2017 - Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction
Publisher	Association for Computing Machinery ACM
Pages	227-228
Number of pages	2
ISBN (Electronic)	9781450348850
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	Austria
City	Vienna
Period	6/03/17 → 9/03/17

Fingerprint

Keywords

expectations
social robot
shopping mall
human-robot interaction
customer service

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

@inproceedings{da304a4164aa481c89fbe3ed9602509c,

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

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.",

keywords = "expectations, social robot, shopping mall, human-robot interaction, customer service",

author = "Marketta Niemel{\"a} and P{\"a}ivi Heikkil{\"a} and Hanna Lammi",

note = "Project code: 105923 ; 2017 ACM/IEEE International Conference on Human-Robot Interaction, HRI 2017 ; Conference date: 06-03-2017 Through 09-03-2017",

year = "2017",

month = mar,

day = "6",

doi = "10.1145/3029798.3038301",

language = "English",

isbn = "978-1-4503-4885-0",

pages = "227--228",

booktitle = "HRI 2017 - Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction",

publisher = "Association for Computing Machinery ACM",

address = "United States",

}

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. 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.

HRI 2017 - Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction. Association for Computing Machinery ACM, 2017. p. 227-228.

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

TY - GEN

T1 - A social service robot in a shopping mall: expectations of the management, retailers and consumers

AU - Niemelä, Marketta

AU - Heikkilä, Päivi

AU - Lammi, Hanna

N1 - Project code: 105923

PY - 2017/3/6

Y1 - 2017/3/6

N2 - 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.

AB - 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.

KW - expectations

KW - social robot

KW - shopping mall

KW - human-robot interaction

KW - customer service

UR - http://www.scopus.com/inward/record.url?scp=85016395946&partnerID=8YFLogxK

U2 - 10.1145/3029798.3038301

DO - 10.1145/3029798.3038301

M3 - Conference article in proceedings

SN - 978-1-4503-4885-0

SP - 227

EP - 228

BT - HRI 2017 - Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction

PB - Association for Computing Machinery ACM

T2 - 2017 ACM/IEEE International Conference on Human-Robot Interaction

Y2 - 6 March 2017 through 9 March 2017

ER -

Access to Document

10.1145/3029798.3038301

Link to publication in Scopus