论文标题
服务机器人和店员在面包店的协作客户服务的影响
Influence of collaborative customer service by service robots and clerks in bakery stores
论文作者
论文摘要
近年来，作为推荐系统，已经在商店中引入了各种服务机器人。先前的研究试图通过改善其社会接受和信任来增加这些机器人的影响。但是，当此类服务机器人向真实环境中的客户推荐产品时，对客户的影响不仅受到机器人本身的影响，而且还受到周围人（例如商店店员）的社会影响。因此，利用文员的社会影响可能会增加机器人对客户的影响。因此，我们比较了两家面包店的机器人和文员之间有和没有协作客户服务的机器人的影响。实验结果表明，协作客户服务提高了推荐面包的购买率，并提高了对客户的机器人和商店体验的印象。由于结果还表明，店员与机器人合作所需的工作量不高，因此本研究表明，所有带有服务机器人的商店都可能在引入协作客户服务方面表现出很高的有效性。
In recent years, various service robots have been introduced in stores as recommendation systems. Previous studies attempted to increase the influence of these robots by improving their social acceptance and trust. However, when such service robots recommend a product to customers in real environments, the effect on the customers is influenced not only by the robot itself, but also by the social influence of the surrounding people such as store clerks. Therefore, leveraging the social influence of the clerks may increase the influence of the robots on the customers. Hence, we compared the influence of robots with and without collaborative customer service between the robots and clerks in two bakery stores. The experimental results showed that collaborative customer service increased the purchase rate of the recommended bread and improved the impression regarding the robot and store experience of the customers. Because the results also showed that the workload required for the clerks to collaborate with the robot was not high, this study suggests that all stores with service robots may show high effectiveness in introducing collaborative customer service.
