人机服务接触体验的影响因素

Influencing Factors of Human-Robot Service Encounter Experience

中文关键词: 服务机器人  智能机器人  人–机器人交互  服务接触

英文关键词: service robot  intelligent robot  human-robot interaction  service encounter

中文摘要:

      目的 人工智能与机器人技术的进步推动着智能机器人进入服务业，加速了服务业的数字化、个性化、智能化发展。随着服务机器人进入人类社会，人与服务机器人的交互(HSRI)研究也在从“以技术为中心”向“以人为中心”过渡。在这样的背景下，对HSRI相关研究进行综述，从人、机、服务接触三个方面梳理HSRI的影响因素。方法 通过收集与整理相关文献，阐述服务机器人的定义与特征，梳理了人的因素、机器人属性、服务接触特征三个方面的影响因素。结果 人机服务接触的三大影响因素为机器人属性(包括机器人的拟人化、性别、种族与文化、可用性、透明度、形体与呈现)、人的因素(包括人的年龄、性别、文化、人格特质、技术就绪指数、对机器人负面态度)、服务接触特征(包括服务场所、机器人参与度、顾客参与度、失误后果严重性、有形与无形、认知分析型与情感社交型)。结论 建议HSRI研究综合考虑人、机、服务接触三个方面影响因素，关注智能服务机器人的发展和应用阶段，更重要的是在社会伦理道德的框架下进行机器人的设计与研发。

英文摘要:

      The progress of artificial intelligence and robot technology promotes the intelligent robots to enter the service industry, accelerating the digital, personalized and intelligent development of the service industry. As service robots become increasingly prevalent in the human society, the research on human service robot interaction (HSRI) is shifting from a "technology-centric" focus to a more "human-centric" approach. Under such a background, the work aims to review the research on HSRI and sort out the influencing factors of HSRI from human, robot and service encounter. Through literature collection and arrangement, the definition and characteristics of service robots were expounded and the influencing factors from human factors, robot attributes and service encounter characteristics were organized. The three influencing factors of HSRI were robot attributes (including anthropomorphic design, gender, race and culture, usability, transparency, embodiments and presence), human factors (including age, gender, culture, personality traits, technology readiness index, negative attitudes towards the robot) and service encounter characteristics (including service location, robot involvement, customer involvement, severity of failure consequences, tangible versus intangible, cognitive-analytic versus emotional-social). Finally, the research on HSRI should comprehensively consider three aspects of human factors, robot attributes, and service encounter characteristics, pay attention to the development and application stages of service robots, and design and develop service robots within the framework of social ethics.