Shopping Mall Robots: Opportunities and Constraints from the Retailer and Manager Perspective

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

    11 Citations (Scopus)


    Social service robots are gradually entering into shopping malls to provide guidance and information services to the consumer customers. Earlier literature has reported that usually consumers response positively to these robots. Less is known about how do retailers and other business actors in the shopping mall perceive the robots. We present results of an interview study carried out with eight retailers and other service providers in a shopping mall, and three shopping mall managers. The results provide insight into their views about potential application roles of social service robot in the mall: what kind of services the robot could provide to customers besides guiding and information providing, and what kind of opportunities, requirements and constraints a shopping mall sets as a business environment for robot developers and service providers. The capability of the robot to emotionally engage with the customers was seen highly potential in shopping business but balancing entertainment with utility functions is crucial. A Pepper robot was used as a demonstrative platform in the study.
    Original languageEnglish
    Title of host publicationSocial Robotics
    Subtitle of host publication9th International Conference, ICSR 2017
    EditorsAbderrahmane Kheddar, Eiichi Yoshida, Shuzhi Sam Ge, Kenji Suzuki, John-John Cabibihan, Friederike Eyssel, Hongsheng He
    Place of PublicationCham
    ISBN (Print)78-3-319-70021-2, 978-3-319-70022-9
    Publication statusPublished - 1 Jan 2017
    MoE publication typeA4 Article in a conference publication
    Event9th International Conference on Social Robotics, ICSR 2017 - Tsukuba, Japan
    Duration: 22 Nov 201724 Nov 2017

    Publication series

    SeriesLecture Notes in Computer Science


    Conference9th International Conference on Social Robotics, ICSR 2017
    Abbreviated titleICSR 2017
    Internet address



    • shopping mall robots
    • retailers
    • shopping mall managers
    • business perspective
    • social robots
    • Pepper


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