What Makes Robots Appear to Have a Mind? Customer Reaction to Robot Anthropomorphism in Frontline Service
This research examines the effects of robot face and body on the robot perceived agency (capacity to act) and experience abilities (capacity to feel), and on the customer emotional and behavioral responses in three between-subject experiments. These studies contributes to research on robot anthropomorphism and customer frontline experience with robots.
Citation:
Salma André-Boukhriss and Margherita Pagani (2021) ,"What Makes Robots Appear to Have a Mind? Customer Reaction to Robot Anthropomorphism in Frontline Service", in NA - Advances in Consumer Research Volume 49, eds. Tonya Williams Bradford, Anat Keinan, and Matthew Matthew Thomson, Duluth, MN : Association for Consumer Research, Pages: 134-137.
Authors
Salma André-Boukhriss, emlyon business school
Margherita Pagani, emlyon business school
Volume
NA - Advances in Consumer Research Volume 49 | 2021
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