When Female (Male) Robot Is Talking To Me: Effect of service robots’ gender and anthropomorphism on customer satisfaction

• Published in: International journal of hospitality management Vol. 102; p. 103166
• Main Author: Seo, Soobin
• Format: Journal Article
• Language: English
• Published: Elsevier Ltd 01.04.2022
• Subjects: Anthropomorphism; Gender; Gender stereotyping; Moderated mediation model; Service robot; Gender; Moderated mediation model; Service robot; Anthropomorphism; Gender stereotyping

Along with the popularity of service robots in various service settings, service robots are often gendered as either female or male. This study examines the role of service robots’ gender and level of anthropomorphism of service robots on pleasure and customer satisfaction at service encounters. A 2...