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The robot saw it coming: physical human interference, deservingness, and self-efficacy in service robot failures.

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Title: The robot saw it coming: physical human interference, deservingness, and self-efficacy in service robot failures.
Authors: Merdin-Uygur, Ezgi, Ozturkcan, Selcen
Source: Behaviour & Information Technology. May2025, Vol. 44 Issue 7, p1320-1339. 20p.
Subjects: Self-efficacy, T-test (Statistics), Task performance, Ergonomics, Consumer attitudes, Artificial intelligence, Descriptive statistics, Psychological adaptation, Robotics, Conceptual structures, Medical equipment reliability, Confidence intervals, Interpersonal relations, Human error, Machine learning, User interfaces
Abstract: Robotic services' popularity continues to increase due to technological advancements, labour shortages, and global crises. Yet, while providing these services, robots are subject to occasional physical interruption by humans to them, thus restricting their functioning and, at times, leading to failure. To investigate this issue, the present study examined the role of third-party human interference in service robot failures and its effects on the observers' attitudes towards and willingness to engage with the robot. We manipulated human interference resulting in different robotic service failures in two online scenario-based experiments. The results revealed that individuals held less favourable attitudes towards a failed service robot without (vs. with) physical human interference, and they were less willing to engage with the failed service robot without (vs. with) physical human interference. The perceived deservingness of the robot accounted for this effect, moderated by the person's self-efficacy regarding robots. The results are discussed with their implications for not only the theory of service failures and human-service robot interactions but also for robotic service providers. [ABSTRACT FROM AUTHOR]
Copyright of Behaviour & Information Technology is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Psychology and Behavioral Sciences Collection
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  Data: Robotic services' popularity continues to increase due to technological advancements, labour shortages, and global crises. Yet, while providing these services, robots are subject to occasional physical interruption by humans to them, thus restricting their functioning and, at times, leading to failure. To investigate this issue, the present study examined the role of third-party human interference in service robot failures and its effects on the observers' attitudes towards and willingness to engage with the robot. We manipulated human interference resulting in different robotic service failures in two online scenario-based experiments. The results revealed that individuals held less favourable attitudes towards a failed service robot without (vs. with) physical human interference, and they were less willing to engage with the failed service robot without (vs. with) physical human interference. The perceived deservingness of the robot accounted for this effect, moderated by the person's self-efficacy regarding robots. The results are discussed with their implications for not only the theory of service failures and human-service robot interactions but also for robotic service providers. [ABSTRACT FROM AUTHOR]
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  Data: <i>Copyright of Behaviour & Information Technology is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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        Value: 10.1080/0144929X.2024.2351195
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      – Code: eng
        Text: English
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        PageCount: 20
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    Subjects:
      – SubjectFull: Self-efficacy
        Type: general
      – SubjectFull: T-test (Statistics)
        Type: general
      – SubjectFull: Task performance
        Type: general
      – SubjectFull: Ergonomics
        Type: general
      – SubjectFull: Consumer attitudes
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      – SubjectFull: Artificial intelligence
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      – SubjectFull: Descriptive statistics
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      – SubjectFull: Psychological adaptation
        Type: general
      – SubjectFull: Robotics
        Type: general
      – SubjectFull: Conceptual structures
        Type: general
      – SubjectFull: Medical equipment reliability
        Type: general
      – SubjectFull: Confidence intervals
        Type: general
      – SubjectFull: Interpersonal relations
        Type: general
      – SubjectFull: Human error
        Type: general
      – SubjectFull: Machine learning
        Type: general
      – SubjectFull: User interfaces
        Type: general
    Titles:
      – TitleFull: The robot saw it coming: physical human interference, deservingness, and self-efficacy in service robot failures.
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            NameFull: Merdin-Uygur, Ezgi
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            – D: 01
              M: 05
              Text: May2025
              Type: published
              Y: 2025
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