Hannig, Martin ; Stock-Homburg, Ruth (2023)
Social Influence in Customer-Robot Interactions.
Proceedings of Forty-Second International Conference on Information Systems. Hyderabad (10.12.2023-13.12.2023)
Conference or Workshop Item, Bibliographie
Abstract
This paper focuses on social influence in customer-robot interactions. Drawing on social impact theory and the computers-are-social-actors (CASA) paradigm, we argue that customers' reluctance to provide information to a service robot decreases when other customers exhibit high information disclosure. The effect of demonstrated information disclosure on customers' reluctance to provide information is enhanced by the application of social norms. The results also show that social influence is stronger in customer-robot interactions than in customer-employee interactions. This article demonstrates the potential of social influence to reduce reluctance towards service robots, which has both theoretical and managerial implications. We extend existing research on the imitation of robot behavior with the imitation of user behavior, and discuss the ethical implications of customers mindlessly following other customers in customer-robot interactions.
| Item Type: | Conference or Workshop Item |
|---|---|
| Erschienen: | 2023 |
| Creators: | Hannig, Martin ; Stock-Homburg, Ruth |
| Type of entry: | Bibliographie |
| Title: | Social Influence in Customer-Robot Interactions |
| Language: | English |
| Date: | 2023 |
| Place of Publication: | Hyderabad |
| Event Title: | Proceedings of Forty-Second International Conference on Information Systems |
| Event Location: | Hyderabad |
| Event Dates: | 10.12.2023-13.12.2023 |
| Abstract: | This paper focuses on social influence in customer-robot interactions. Drawing on social impact theory and the computers-are-social-actors (CASA) paradigm, we argue that customers' reluctance to provide information to a service robot decreases when other customers exhibit high information disclosure. The effect of demonstrated information disclosure on customers' reluctance to provide information is enhanced by the application of social norms. The results also show that social influence is stronger in customer-robot interactions than in customer-employee interactions. This article demonstrates the potential of social influence to reduce reluctance towards service robots, which has both theoretical and managerial implications. We extend existing research on the imitation of robot behavior with the imitation of user behavior, and discuss the ethical implications of customers mindlessly following other customers in customer-robot interactions. |
| Divisions: | 01 Department of Law and Economics 01 Department of Law and Economics > Betriebswirtschaftliche Fachgebiete 01 Department of Law and Economics > Betriebswirtschaftliche Fachgebiete > Department of Marketing & Human Resource Management |
| Date Deposited: | 11 Feb 2024 18:54 |
| Last Modified: | 05 Jul 2024 07:44 |
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