Sanjit K. Roy, Gaganpreet Singh, Richard L. Gruner, Bidit L. Dey, Saadia Shabnam, Syed Sardar Muhammad, Mohammed Quaddus
{"title":"Relationship Quality in Customer-service Robot Interactions in Industry 5.0: An Analysis of Value Recipes","authors":"Sanjit K. Roy, Gaganpreet Singh, Richard L. Gruner, Bidit L. Dey, Saadia Shabnam, Syed Sardar Muhammad, Mohammed Quaddus","doi":"10.1007/s10796-023-10445-y","DOIUrl":null,"url":null,"abstract":"<p>The paper studies the interactions between customers and robots within the framework of Industry 5.0-driven services. Prior studies have explored several factors contributing to the quality of these interactions, with perceived value being a crucial aspect. This study uses <i>value recipes</i>, which refer to specific configurations of how different benefits and costs are weighed up/evaluated, as a theoretical framework to investigate the quality of relationships between customers and service robots. The study aims to shed light on the complex interplay between different value dimensions that shape customers' relationships with robots. To achieve this goal, the authors analyze what value configurations facilitate or impede high-quality relationships between customers and service robots. Fuzzy set qualitative comparative analysis (fsQCA) was used to analyze data from 326 consumers. The data reveal that <i>value recipes</i> comprising positive values (such as relational benefit, novelty, control, personalization, excellence, and convenience) and negative values (about privacy and effort) prove highly effective in augmenting relationship quality. Results also underscore those negative values either in isolation or in conjunction with positive values, do not impede relationship quality. The theoretical contribution of this study lies in presenting new insights into relationship dynamics between customers and service robots in an Industry 5.0 value-driven context. From a practical standpoint, the findings suggest guidelines for successfully infusing the retail landscape with more intelligent service robots.</p>","PeriodicalId":13610,"journal":{"name":"Information Systems Frontiers","volume":null,"pages":null},"PeriodicalIF":6.9000,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Information Systems Frontiers","FirstCategoryId":"94","ListUrlMain":"https://doi.org/10.1007/s10796-023-10445-y","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"COMPUTER SCIENCE, INFORMATION SYSTEMS","Score":null,"Total":0}
引用次数: 0
Abstract
The paper studies the interactions between customers and robots within the framework of Industry 5.0-driven services. Prior studies have explored several factors contributing to the quality of these interactions, with perceived value being a crucial aspect. This study uses value recipes, which refer to specific configurations of how different benefits and costs are weighed up/evaluated, as a theoretical framework to investigate the quality of relationships between customers and service robots. The study aims to shed light on the complex interplay between different value dimensions that shape customers' relationships with robots. To achieve this goal, the authors analyze what value configurations facilitate or impede high-quality relationships between customers and service robots. Fuzzy set qualitative comparative analysis (fsQCA) was used to analyze data from 326 consumers. The data reveal that value recipes comprising positive values (such as relational benefit, novelty, control, personalization, excellence, and convenience) and negative values (about privacy and effort) prove highly effective in augmenting relationship quality. Results also underscore those negative values either in isolation or in conjunction with positive values, do not impede relationship quality. The theoretical contribution of this study lies in presenting new insights into relationship dynamics between customers and service robots in an Industry 5.0 value-driven context. From a practical standpoint, the findings suggest guidelines for successfully infusing the retail landscape with more intelligent service robots.
期刊介绍:
The interdisciplinary interfaces of Information Systems (IS) are fast emerging as defining areas of research and development in IS. These developments are largely due to the transformation of Information Technology (IT) towards networked worlds and its effects on global communications and economies. While these developments are shaping the way information is used in all forms of human enterprise, they are also setting the tone and pace of information systems of the future. The major advances in IT such as client/server systems, the Internet and the desktop/multimedia computing revolution, for example, have led to numerous important vistas of research and development with considerable practical impact and academic significance. While the industry seeks to develop high performance IS/IT solutions to a variety of contemporary information support needs, academia looks to extend the reach of IS technology into new application domains. Information Systems Frontiers (ISF) aims to provide a common forum of dissemination of frontline industrial developments of substantial academic value and pioneering academic research of significant practical impact.