Research from the Penn State School of Hospitality Management reveals that service robots can strategically use gender characteristics to sway customer decisions. The study suggests that male-portrayed robots are more persuasive to women with a low sense of power, while robots with 'cute' features tend to lessen gender impacts, appealing similarly to all customers. Featuring both human-like traits and gender perceptions, the findings illustrate how design can optimize service interactions. This research underscores the importance of psychology in human-robot interactions in the hospitality industry, potentially enhancing customer experiences.
"In addition to robot gender, a consumer's sense of power -- how individuals perceive their ability to influence others or their environment -- can also affect how successful a service robot can be in making recommendations."
"Robots can be designed or programmed to have human-like features like names, voices and body shapes, which portray gender," Mattila said.
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