A contingency-based approach to service robot design: Role of robot capabilities and personalities

M. S. Balaji, Priyanka Sharma, Yangyang Jiang, Xiya Zhang, Steven T. Walsh, Abhishek Behl, Kokil Jain

Research output: Journal PublicationArticlepeer-review

Abstract

The rise of service robots is changing how products and services are delivered, significantly affecting customer outcomes. However, research has yet to specifically examine how the design of a service robot to specific service contexts influences customer engagement and value co-creation. Our study adopts a contingency perspective to investigate how the design of robot capabilities and personalities aligned with specific service contexts impacts customer engagement and value co-creation intentions. We tested this proposition through three experiments carried out in the banking and restaurant service contexts. Our findings revealed the effectiveness of carefully designed robotic capabilities and personalities within a service infrastructure depends on the specific service contexts. The study findings have important implications for service firms in designing service robots through managing robot capabilities and personalities to align with specific service contexts.

Original languageEnglish
Article number123257
JournalTechnological Forecasting and Social Change
Volume201
DOIs
Publication statusPublished - Apr 2024

Keywords

  • Capabilities
  • Contingency
  • Customer engagement
  • Personality
  • Service robots

ASJC Scopus subject areas

  • Business and International Management
  • Applied Psychology
  • Management of Technology and Innovation

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