Does the Personality of Consumers Influence the Assessment of the Experience of Interaction with Social Robots?

Abstract

In recent years, in response to the effects of Covid-19, there has been an increase in the use of social robots in service organisations, as well as in the number of interactions between consumers and robots. However, it is not clear how consumers are valuing these experiences or what the main drivers that shape them are. Furthermore, it is an open research question whether these experiences undergone by consumers can be affected by their own personality. This study attempts to shed some light on these questions and, to do so, an experiment is proposed in which a sample of 378 participants evaluate a simulated front-office service experience delivered by a social robot. The authors investigate the underlying process that explains the experience and find that cognitive-functional factors, emphasising efficiency, have practically the same relevance as emotional factors, emphasising stimulation. In addition, this research identifies the personality traits of the participants and explores their moderating role in the evaluation of the experience. The results reveal that each personality trait, estimated between high and low poles, generates different responses in the evaluation of the experience.

Factors affecting parental intention to use AI-based social robots for children’s ESL learning

“…Regarding personality traits, the current study focuses on conscientiousness as one dimension of the Big Five personality traits, and personal innovativeness, both of which are relevant to the adoption of technological innovation. Earlier studies have identified that acceptance intention toward robots is significantly influenced by conscientious (e.g., Forgas-Coll et al, 2022) and personal innovativeness (e.g., Sung & Jeon, 2020). Additionally, Yeh et al (Yeh 2021) reported that among the Big Five personality traits, conscientious was the only predictor for motivations associated with the acceptance of learning technology adoption.…”

“…To examine how parents intend to behave regarding the use of AI-based social robots, previous studies on technology acceptance that highlight individual motivations, personality traits and perceptions of technology are essential. For example, some researchers have explored the influences of utilitarian and hedonic motivations on adopting or using technology (e.g., Akdim et al, 2022;Keszey, 2020); others have focused on the impact of personality traits (e.g., conscientiousness: Ma Dangi & Mohamed Saat, 2021;Forgas-Coll et al, 2022;personal innovativeness: Jackson et al, 2013;Kim, 2016;Sung & Jeon, 2020) . These studies have verified the significance of the aforementioned variables in the adoption or use of technology.…”