Purpose

This study aims to examine humans’ reactions to service robots’ display of warmth in robot-to-robot interactions – a setting in which humans’ impressions of a service robot will not only be based on what this robot does in relation to humans, but also on what it does to other robots.

Design/methodology/approach

Service robot display of warmth was manipulated in an experimental setting in such a way that a service robot A expressed low versus high levels of warmth in relation to another service robot B.

Findings

The results indicate that a high level of warmth expressed by robot A vis-à-vis robot B boosted humans’ overall evaluations of A, and that this influence was mediated by the perceived humanness and the perceived happiness of A.

Originality/value

Numerous studies have examined humans’ reactions when they interact with a service robot or other synthetic agents that provide service. Future service encounters, however, will comprise also multi-robot systems, which means that there will be many opportunities for humans to be exposed to robot-to-robot interactions. Yet, this setting has hitherto rarely been examined in the service literature.

中文翻译：

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机器人对机器人服务的遭遇：检查机器人间温暖的影响

目的

这项研究旨在检查人类对机器人与机器人交互中服务机器人表现出的热情的反应——在这种环境中，人类对服务机器人的印象不仅取决于该机器人与人类的关系，而且还有它对其他机器人的作用。

设计/方法/方法

服务机器人的温暖显示在实验环境中被操纵，使得服务机器人 A 相对于另一个服务机器人 B 表现出低与高水平的温暖。

发现

结果表明，机器人 A对机器人 B表现出的高度热情提高了人类对 A 的整体评价，并且这种影响是由 A 的人性感知和幸福感知介导的。

原创性/价值

许多研究已经检查了人类与服务机器人或其他提供服务的合成代理交互时的反应。然而，未来的服务遭遇也将包括多机器人系统，这意味着人类将有很多机会接触机器人对机器人的交互。然而，迄今为止，在服务文献中很少研究这种设置。