Humanoid Social Robots and the Reconfiguration of Customer Service

[1]  P. Shaver,et al.  Attachment in Adulthood: Structure, Dynamics, and Change , 2007 .

[2]  K. Ruyter,et al.  Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction , 1998 .

[3]  P. Ekman.  Universals and cultural differences in facial expressions of emotion. , 1972 .

[4]  Jonathan Klein,et al.  This computer responds to user frustration: Theory, design, and results , 2002, Interact. Comput..

[5]  Marleen Huysman,et al.  Losing Touch: An Embodiment Perspective on Coordination in Robotic Surgery , 2020, Organization Science.

[6]  M. Callon.  Techno-economic Networks and Irreversibility , 1990 .

[7]  H. Rahmandad,et al.  If Higher Pay Is Profitable, Why Is It So Rare? Modeling Competing Strategies in Mass Market Services , 2019, Organization Science.

[8]  Karen A. Brown,et al.  Organizational Obstacles: Links with Financial Performance, Customer Satisfaction, and Job Satisfaction in a Service Environment , 1993 .

[9]  Peter Robinson,et al.  How anthropomorphism affects empathy toward robots , 2009, 2009 4th ACM/IEEE International Conference on Human-Robot Interaction (HRI).

[10]  C. Crowell,et al.  Anthropomorphism of Robots: Study of Appearance and Agency , 2019, JMIR human factors.

[11]  L. A. Kurdek,et al.  Pet dogs as attachment figures for adult owners. , 2009, Journal of family psychology : JFP : journal of the Division of Family Psychology of the American Psychological Association.

[12]  Rosalind W. Picard.  Toward Machines with Emotional Intelligence , 2004, ICINCO.

[13]  Jochen Wirtz,et al.  Brave new world: service robots in the frontline , 2018, Journal of Service Management.

[14]  J. Russell.  Core affect and the psychological construction of emotion. , 2003, Psychological review.

[15]  T. Nam,et al.  Citizen attitudes about job replacement by robotic automation , 2019, Futures.

[16]  D. Siegel.  The Developing Mind: Toward a Neurobiology of Interpersonal Experience. , 1999 .

[17]  Erik Brynjolfsson,et al.  The second machine age: work, progress, and prosperity in a time of brilliant technologies, 1st Edition , 2014 .

[18]  Julia Fink,et al.  Anthropomorphism and Human Likeness in the Design of Robots and Human-Robot Interaction , 2012, ICSR.

[19]  JoAnne Yates,et al.  Reconfiguring Boundary Relations: Robotic Innovations in Pharmacy Work , 2012, Organ. Sci..

[20]  Eric C. Dahlin,et al.  Are Robots Stealing Our Jobs? , 2019, Socius: Sociological Research for a Dynamic World.

[21]  Abdullah H. Aldlaigan,et al.  Beyond satisfaction: customer attachment to retail banks , 2005 .

[22]  Toshiharu Mukai,et al.  Development of a nursing-care assistant robot RIBA that can lift a human in its arms , 2010, 2010 IEEE/RSJ International Conference on Intelligent Robots and Systems.

[23]  Lisa Feldman Barrett,et al.  The Structure of Emotion , 2006 .

[24]  S. Barley.  The alignment of technology and structure through roles and networks. , 1990, Administrative science quarterly.

[25]  Alexa A. Albert,et al.  Pets, families, and the life course. , 1988 .

[26]  Rebecca Q. Stafford,et al.  Robots with Display Screens: A Robot with a More Humanlike Face Display Is Perceived To Have More Mind and a Better Personality , 2013, PloS one.

[27]  Brian R. Duffy,et al.  Anthropomorphism and the social robot , 2003, Robotics Auton. Syst..

[28]  Robert Winter,et al.  Service robots in hospitals: new perspectives on niche evolution and technology affordances , 2017, Eur. J. Inf. Syst..

[29]  A. Darzi,et al.  Robots and Service Innovation in Health Care , 2011, Journal of health services research & policy.

[30]  Luciana D'Adderio.  The Performativity of Routines: Theorising the Influence of Artefacts and Distributed Agencies on Routines Dynamics , 2008 .

[31]  Avi Goldfarb,et al.  Prediction Machines: The Simple Economics of Artificial Intelligence , 2018 .

[32]  Sara B. Kiesler,et al.  The advisor robot: tracing people's mental model from a robot's physical attributes , 2006, HRI '06.

[33]  Ling Lin,et al.  Research Design and Methods , 2019, Corpora and Intercultural Studies.

[34]  Jonathan A. Runstadler,et al.  Genome-Wide Association Analysis Identifies a Mutation in the Thiamine Transporter 2 (SLC19A3) Gene Associated with Alaskan Husky Encephalopathy , 2013, PloS one.

[35]  J. Cacioppo,et al.  On seeing human: a three-factor theory of anthropomorphism. , 2007, Psychological review.

[36]  Abdullah H. Aldlaigan,et al.  The Theory and Practice of Customer Bonding , 2002 .

[37]  Illah R. Nourbakhsh,et al.  A survey of socially interactive robots , 2003, Robotics Auton. Syst..

[38]  Pamela J. Hinds,et al.  Whose job is it anyway? a study of human-robot interaction in a collaborative task , 2004 .

[39]  G. Laurent,et al.  Measuring Consumer Involvement Profiles , 1985 .

[40]  B. Latour.  Reassembling the Social: An Introduction to Actor-Network-Theory , 2005 .