Dissertation
ARTIFICIALLY INTELLIGENT (AI) SOCIAL ROBOTS IN SERVICE DELIVERY
Washington State University
Doctor of Philosophy (PhD), Washington State University
01/2021
DOI:
https://doi.org/10.7273/000006429
Handle:
https://hdl.handle.net/2376/119332
Abstract
This dissertation focuses on expanding people’s knowledge of the application of artificially intelligent (AI) social robots in service delivery through three studies. The first study examines the impacts of trust, national culture, and individual culture value, on customers’ intentions to use AI service robots in hospitality services. This study finds that trust in interaction with AI robots is a significant high-order cognitive belief that influences intention to interact with robots. Furthermore, uncertainty avoidance, long-term orientation, and power distance have been found to exhibit significant moderation effects at both national and individual culture levels. The second study conceptualizes AI social service robot anthropomorphism (SSRA) as a multi-dimensional construct and develops a unified instrument that measures anthropomorphic levels from four dimensions: human-like appearance, social intelligence, emotional capacity, and self-understanding. Rigorous scale development procedures that consist of a battery of qualitative and quantitative approaches were used. More than 1,300 participants were hired to generate the measurement items and validated the convergent, discriminant, predictive, and external validities of the SSRA scale. The third study aims to understand employees’ acceptance of working with AI social robot colleagues in different robot use conditions. This study reviews existing robot typologies and develops a simplified and comprehensive social robot typology that categorizes social robots into “blue-collar” and “white-collar” robots. Afterward, this study proposes two conceptual frameworks to explain how employees evaluate working with social robots at the workplace considering types of the robot, workplace characteristics, and personal backgrounds. Theoretical and managerial contributions of these studies were discussed. Future study directions were provided.
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Details
- Title
- ARTIFICIALLY INTELLIGENT (AI) SOCIAL ROBOTS IN SERVICE DELIVERY
- Creators
- Hengxuan Chi
- Contributors
- Christina G Chi (Advisor)Dogan Gursoy (Advisor)Robert Harrington (Committee Member)
- Awarding Institution
- Washington State University
- Academic Unit
- Carson College of Business
- Theses and Dissertations
- Doctor of Philosophy (PhD), Washington State University
- Publisher
- Washington State University
- Number of pages
- 131
- Identifiers
- 99900591956801842
- Language
- English
- Resource Type
- Dissertation