Abstract
This paper reports on several studies in the context of implementing the humanoid social robot Pepper in a financial institution. The results show that the robot can affect the boundary relations between the roles of customer and service worker differently from common-sense expectations. While employees initially feared to be automated away by the robot, the results suggest that the relationship is more likely to change through an emotional bonding to the robot being projected to the company deploying it. Therefore, the robot might, at least partially, assume the role of the service worker as an ambassador of the company, which could recede more into the background in this regard. We discuss the implications of our findings in the context of current literature on the changing boundary relations through robot innovations.
Original language | English |
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Title of host publication | The Future of Digital Work: The Challenge of Inequality : IFIP WG 8.2, 9.1, 9.4 Joint Working Conference, IFIPJWC 2020 Hyderabad, India, December 10–11, 2020. Proceedings |
Editors | Rajendra K. Bandi, Ranjini C. R., Stefan Klein, Shirin Madon, Eric Monteiro |
Number of pages | 16 |
Place of Publication | Cham |
Publisher | Springer |
Publication date | 2020 |
Pages | 310-325 |
Article number | 252779 |
ISBN (Print) | 9783030646967 |
ISBN (Electronic) | 9783030646974 |
DOIs | |
Publication status | Published - 2020 |
Event | IFIP Joint Working Conference 2020 - Online/Zoom - managed by University of Oslo Computing Centre Duration: 10 Dec 2020 → 11 Dec 2020 https://ifipwg82.org/node/1370 |
Conference
Conference | IFIP Joint Working Conference 2020 |
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Location | Online/Zoom - managed by University of Oslo Computing Centre |
Period | 10/12/2020 → 11/12/2020 |
Internet address |
Series | IFIP Advances in Information and Communication Technology |
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Volume | 601 |
ISSN | 1868-4238 |
Keywords
- Humanoid robots
- Actor-network theory
- Emotions
- Intelligence
- Anthropomorphism
- Attachment
- Boundary relations