Best Paper Award for the 10th International Conference on HCI in Business, Government and Organizations, in the context of HCI International 2023, Copenhagen, Denmark, 23-28 July 2023
Certificate for Best Paper Award of the 10th International Conference on HCI in Business, Government and Organizations
The award has been conferred to
Keli Li and Guoxin Li
(Harbin Institute of Technology, P.R. China)
for the paper entitled
"Study on the Impact of Service Robot Autonomy on Customer Satisfaction"
Presented in the context of
HCI International 2023
23 - 28 July 2023
"The rapid development of artificial intelligence technology has accelerated the promotion and application of service robot in the market. Although technology has provided service robot with increasingly autonomous functions, more research is needed on how service robot with different levels of autonomy affects customer satisfaction in service scenarios. Guided by the theory of affordance, this study examined whether service robot operational and decisional autonomy would have effects on customer satisfaction and explored explanatory mechanism. Adopting an experimental vignette method (EVM), the study reveals that direct effect of service robot operational autonomy and indirect effect of decisional autonomy on customer satisfaction, and functional affordance played a positive mediating role in the impact of service robot autonomy on customer satisfaction. The results extend and enrich the relevant literature on human-machine interaction and customer satisfaction research. Our results also provide marketing insights for enterprises to improve autonomous robot design and enhance customer relationships."
The full paper is available through SpringerLink, provided that you have proper access rights.