Research on Customer-Robot Interactions at ICIS 2023

We are pleased to announce that the paper “Social Influence in Customer-Robot Interactions” by Martin Hannig and Ruth Stock-Homburg has been accepted for presentation at the International Conference on Information Systems (ICIS) 2023 in Hyderabad, India. ICIS is a highly regarded event in the field of information systems that presents and discusses the latest trends and developments in information systems, artificial intelligence, and technology design.

The paper examines whether customers' information reluctance towards service robots is influenced by other customers. The results show that customers’ social influence is more pronounced in customer-robot interactions than in interactions with human employees, and affects customer's reluctance to provide information to service robots.