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The future of service: The power of emotion in human-robot interaction

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  • Chuah, Stephanie Hui-Wen
  • Yu, Joanne

Abstract

Astoundingly, recent technological advancements have enabled robots to display emotions. Yet, while emotional expression is valued in the field of service, understanding emotions in human-robot interaction remains underexplored. Since emotions are contagious/transmittable, this study utilised Instagram data to uncover how emotional robots influence potential consumers’ affective feelings. By employing machine learning algorithms and sentiment analysis, the findings suggest that the expressions of surprise and happiness are key to creating positive impacts on potential consumers. The cross-disciplinary nature of this study lays the groundwork for next-level social, design, and creative experiences in artificial intelligence research regarding consumer service and experience contexts.

Suggested Citation

  • Chuah, Stephanie Hui-Wen & Yu, Joanne, 2021. "The future of service: The power of emotion in human-robot interaction," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    • Handle: RePEc:eee:joreco:v:61:y:2021:i:c:s096969892100117x
    DOI: 10.1016/j.jretconser.2021.102551
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    References listed on IDEAS

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