Functionalities and Requirements of an Autonomous Shopping Vehicle for People with Reduced Mobility

Neves, António J. R.; Campos, Daniel; Duarte, Fábio; Domingues, Inês; Santos, Joana; Leão, João; Xavier, José; Matos, Luís M. O.; Camarneiro, Manuel; Penas, Marcelo; Miranda, María Esther Chávez; Silva, Ricardo; Esteves, Tiago

doi:10.5220/0006385903730380

Cited by 5 publications

(7 citation statements)

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“…Regarding assisting tasks, research has evaluated how robots can help scan products, indicate product locations in the store and carry products or shopping bags (e.g. Marin-Hernandez et al, 2012;Glas et al, 2013;Neves et al, 2017). Finally, entertaining customers and passersby (both children and adults) is a robot use case that, thus far, has received relatively little academic attention (e.g.…”

Section: Theoretical Background 21 Current Insights On Service Robots In Retailmentioning

confidence: 99%

“…Kamei et al, 2010) or walking in the store corridors (e.g. Neves et al, 2017), others have looked at the effect of a robot just outside a retail store (e.g. in a shopping mall corridor; Shi et al, 2016).…”

Section: Placement Of Entertaining Robots In Retailingmentioning

confidence: 99%

“…Three out of those six studies had the robot assist customers in the store corridors and found that the majority of the customers were willing to use the robot in the future (e.g. Gross et al, 2009;Neves et al, 2017). Two out of the six studies placed the robot at a fixed position near the product shelves and demonstrated that the robot could increase the time spent in front of the shelves (Kamei et al, 2010) and increase store visits (Iwasaki et al, 2018).…”

Section: Placement Of Entertaining Robots In Retailingmentioning

confidence: 99%

“…shopping time) has been studied more extensively for in-store robots. When looking at the stages individually, the following could be concluded: studies only covering one phase of the funnel have addressed stopping power (Heikkil€ a et al, 2019;Sabelli and Kanda, 2016), engaging power (Zibafar et al, 2019;Neves et al, 2017;Aaltonen et al, 2017;Nakagawa et al, 2013) and attraction power (Kamei et al, 2010). Four studies have covered two stages of the funnel: stopping and engaging power (Shiomi et al, 2013;Gross et al, 2009), stopping and attraction power (Shi et al, 2016) or stopping and selling power (Lewandowski et al, 2020).…”

Section: Placement Of Entertaining Robots In Retailingmentioning

confidence: 99%

“…Four studies have covered two stages of the funnel: stopping and engaging power (Shiomi et al, 2013;Gross et al, 2009), stopping and attraction power (Shi et al, 2016) or stopping and selling power (Lewandowski et al, 2020). Three studies have covered three stages of the funnel: while Kanda et al (2010) Using the robot (Iwamura et al, 2011;Gross et al, 2009) Initiating an interaction/communicating with robot (Iwasaki et al, 2018;Gross et al, 2009) ■ Looking at the store (Zibafar et al, 2019) ■ Interest in shops/store (Neves et al, 2017;Gross et al, 2009) ■ Visiting frequency (Iwasaki et al, 2018) ■ Visiting frequency (Shi et al, 2016: Kanda et al, 2010 ■ Shopping frequency (Kanda et al, 2010) ■ Purchase behavior (Lewandowski et al, 2020) ■ Time in front of shelves (Kamei et al, 2010) ■ Shopping time (Iwamura et al, 2011) ■ Number of purchases (Iwasaki et al, 2018;Iwamura et al, 2011) ■ Initial responses and remarkable behavior towards robot (Heikillä et al, 2019;…”

Section: Placement Of Entertaining Robots In Retailingmentioning

confidence: 99%

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In or out? A field observational study on the placement of entertaining robots in retailing

Gauquier

Brengman

Willems

et al. 2021

IJRDM

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PurposeThe purpose of this paper is to empirically investigate the role of the placement (i.e. location) of humanoid service robots (HSRs) for entertainment applications in retailing by inspecting a multitude of performance metrics along the point-of-sale conversion funnel.Design/methodology/approachThe study was conducted using unobtrusive observations at a Belgian chocolate store. In total, 42 h of video observation material was collected and analyzed, with an even spread over three conditions: (1) an HSR placed outside, (2) an HSR inside the store and (3) a control condition (no robot stimuli). All passersby and their interactions with the robot and the store were systematically coded and compared.FindingsThe study found that the better placement of HSRs (inside or outside the store) is contingent on the goals the retailer prioritizes. When the goal is to create awareness and interest toward the store, the HSR should be placed outside, as it has double the stopping power. To induce consumers to enter the store, placement of the HSR inside the store is the better option. Ultimately, however, in terms of the number of transactions and total amount spent, outside placement of the HSR outperforms inside placement.Research limitations/implicationsThis study was not able to verify the internal emotional/cognitive state of the passersby, as the method relied on unobtrusive camera observations. A longitudinal research design would be desirable to exclude potential bias due to the novelty effect.Originality/valueWhile research on robots in retail services is emerging, this study is the first to provide insights on how retailers can decide on the placement of robots inside or outside the store, depending on the particular goals they are aiming to reach at the point of purchase.

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Section: Theoretical Background 21 Current Insights On Service Robots In Retailmentioning

confidence: 99%

Section: Placement Of Entertaining Robots In Retailingmentioning

confidence: 99%

Section: Placement Of Entertaining Robots In Retailingmentioning

confidence: 99%

Section: Placement Of Entertaining Robots In Retailingmentioning

confidence: 99%

Section: Placement Of Entertaining Robots In Retailingmentioning

confidence: 99%

See 3 more Smart Citations

In or out? A field observational study on the placement of entertaining robots in retailing

Gauquier

Brengman

Willems

et al. 2021

IJRDM

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Media richness effectiveness: Humanoid robots with or without voice, or just a tablet kiosk?

Brengman,

Willems,

De Gauquier

et al. 2023

Psychology and Marketing

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Humanoid robots can serve as in‐store communication medium, providing functional as well as hedonic value. Previous studies have demonstrated their proficiency in providing functional value, such as guiding customers, advertising products, or carrying groceries. However, in a retailing context, engaging customers often requires more than meeting their basic functional needs. This study is the first to examine the potential of humanoid service robots (HSRs) in providing hedonic value as well, comparing their performance to that of more traditional in‐store media in entertaining customers. Based on media richness effectiveness theory, the role of robot voice is also investigated. An experimental field study was performed administering a fun quiz to passers‐by at an airport store considering three conditions (via tablet, robot with voice, or robot without voice). The results show that the quiz via a humanoid robot (as compared to via a tablet kiosk) provides customers more functional and hedonic value. While functional value favorably affects loyalty intentions mainly via enhanced store image, hedonic value has a direct and indirect effect mainly via store attitude. Adding voice to the HSR does not seem to provide significant added value. Data on actual purchase behavior also hint at superiority of the robot over a traditional tablet kiosk.

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A Personal Robot as an Improvement to the Customers’ In-store Experience

Neves

Campos

Duarte

et al. 2018

Communications in Computer and Information Science

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Functionalities and Requirements of an Autonomous Shopping Vehicle for People with Reduced Mobility

Cited by 5 publications

References 0 publications

In or out? A field observational study on the placement of entertaining robots in retailing

In or out? A field observational study on the placement of entertaining robots in retailing

Media richness effectiveness: Humanoid robots with or without voice, or just a tablet kiosk?

A Personal Robot as an Improvement to the Customers’ In-store Experience

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