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 contribution › Scientific › peer-review

75 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	ACM
Pages	227-228
Number of pages	2
ISBN (Electronic)	9781450348850
DOIs	https://doi.org/10.1145/3029798.3038301
Publication status	Published - 6 Mar 2017
Externally published	Yes
Publication type	A4 Article in conference proceedings
Event	12th Annual ACM/IEEE International Conference on Human-Robot Interaction, HRI 2017 - Vienna, Austria Duration: 6 Mar 2017 → 9 Mar 2017

Conference

Conference	12th Annual ACM/IEEE International Conference on Human-Robot Interaction, HRI 2017
Country/Territory	Austria
City	Vienna
Period	6/03/17 → 9/03/17

Keywords

customer service
expectations
human-robot interaction
shopping mall
social robot

ASJC Scopus subject areas

Artificial Intelligence
Human-Computer Interaction
Electrical and Electronic Engineering

Access to Document

10.1145/3029798.3038301

Cite this

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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.",

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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. ACM, pp. 227-228, 12th Annual ACM/IEEE International Conference on Human-Robot Interaction, HRI 2017, 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. ACM, 2017. p. 227-228.

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

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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.

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

Abstract

Conference

Keywords

ASJC Scopus subject areas

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