Proceedings of the 2023 3rd International Conference on Public Management and Intelligent Society (PMIS 2023)

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Research on the Influence of Humanoid Behavior of Intelligent Service Robot on Satisfaction Based on Structural Equation Model

Authors
Yi Zhang1, *, Kexin Zhuang1
1The Department of Management Science Engineering, Shanghai Institute of Technology, Xuhui, Shanghai, China
*Corresponding author. Email: km0513@sina.com
Corresponding Author
Yi Zhang
Available Online 26 July 2023.
DOI
10.2991/978-94-6463-200-2_124How to use a DOI?
Keywords
Artificial intelligence; Intelligent service robot; Satisfaction
Abstract

With the rapid development of artificial intelligence technology, the application of service robots in the service industry is becoming more and more common, which has changed the original service process and promoted a new service interaction mode. However, whether artificial intelligence can rival artificial services is still the key, so consumer satisfaction with service robots is important. In this paper, a series of change processes from anthropomorphic service (warmth and perceptual intelligence) of service robots to consumer trust to consumer satisfaction are studied. Amos is used to build a structural equation model to explore the influence of consumers on the satisfaction of service robots. The results show that warmth and intelligent perception can enhance consumer trust in the service of service robots, thereby improving consumer satisfaction. The research conclusions provide constructive suggestions for the development of artificial intelligence and the introduction of service robots by enterprises.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2023 3rd International Conference on Public Management and Intelligent Society (PMIS 2023)
Series
Atlantis Highlights in Intelligent Systems
Publication Date
26 July 2023
ISBN
978-94-6463-200-2
ISSN
2589-4919
DOI
10.2991/978-94-6463-200-2_124How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Yi Zhang
AU  - Kexin Zhuang
PY  - 2023
DA  - 2023/07/26
TI  - Research on the Influence of Humanoid Behavior of Intelligent Service Robot on Satisfaction Based on Structural Equation Model
BT  - Proceedings of the 2023 3rd International Conference on Public Management and Intelligent Society (PMIS 2023)
PB  - Atlantis Press
SP  - 1178
EP  - 1184
SN  - 2589-4919
UR  - https://doi.org/10.2991/978-94-6463-200-2_124
DO  - 10.2991/978-94-6463-200-2_124
ID  - Zhang2023
ER  -