Service robots and black sheeps
We are proud to announce that our research paper “Good Robot, Bad Robot: Customer Responses to Norm-Compliant and Norm-Violating Service Robots” has received the “Best Paper Award” in the track “Human Computer/Robot Interaction” at the International Conference on Information Systems (ICIS) 2022. Congrats to Lea Heitlinger who wrote the paper with Prof. Dr. Dr. Ruth Stock-Homburg!
In the studies, they found that customers reward positive behaviors of a human service agent more than similar behaviors of a service robot. On the other hand, customers are more angry about bad behaviors of a service robot as compared to a human service agent.