ArticleJournal of the Academy of Marketing Science2022
Robots do not judge: service robots can alleviate embarrassment in service encounters.
Article in Journal of the Academy of Marketing Science, 2022. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 13 papers.
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Who cites it
13 citing papers in PubMed.
- Perceptions of simulated artificial intelligence in medical consultations: associations with stress, memory, and perceived credibility.NPJ digital medicine · 2026Article
- Dance with robot: how employee functional experience diversity influences work wellbeing on human-robot collaboration.Frontiers in psychology · 2026Article
- Privacy and Human-AI Relationships.Philosophy & technology · 2025Article
- How the presence of others shapes the user experience of service robots.Frontiers in robotics and AI · 2025Article
- Enhancing automated robotic services efficiency through intelligent dependent robotic computation.PloS one · 2025Article
- Enhancing student satisfaction via social comparisons.PloS one · 2025Article
- Embarrassment in HRI: remediation and the role of robot responses in emotion control.Frontiers in robotics and AI · 2025Article
- Humanoid robots for psychological assessment in mild cognitive impairment: from evaluation to the future of AI-driven data prediction systems.Frontiers in psychology · 2025Article
- Breaking into the black box of customer perception towards robot service: Empirical evidence from service sector.Heliyon · 2024Article
- Do "Black individuals" really display no linguistic markers of depression?Proceedings of the National Academy of Sciences of the United States of America · 2024Article
- Effects of Embarrassment on Self-Serving Bias and Behavioral Response in the Context of Service Failure.Behavioral sciences (Basel, Switzerland) · 2024Article
- Embarrassment as a public vs. private emotion and symbolic coping behaviour.Frontiers in psychology · 2024Article
- Will Social Distancing in Service Encounters Affect Consumers' Value Perception During the COVID-19 Pandemic? The Role of Servicescape, Self-Efficacy, and Technological Intervention.Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation, IncArticle
Corrections and comments
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Authors and funding
2 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
Although robots are increasingly used in service provision, research cautions that consumers are reluctant to accept service robots. Five lab, field, and online studies reveal an important boundary condition to earlier work and demonstrate that consumers perceive robots less negatively when human social presence is the source of discomfort. We show that consumers feel less judged by a robot (vs. a human) when having to engage in an embarrassing service encounter, such as when acquiring medication to treat a sexually transmitted disease or being confronted with one's own mistakes by a frontline employee. As a consequence, consumers prefer being served by a robot instead of a human when having to acquire an embarrassing product, and a robot helps consumers to overcome their reluctance to accept the service provider's offering when the situation becomes embarrassing. However, robot anthropomorphism moderates the effect as consumers ascribe a higher automated social presence to a highly human-like robot (vs. machine-like robot), making consumers feel more socially judged. Supplementary Information: The online version contains supplementary material available at 10.1007/s11747-022-00862-x.
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Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.