Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach

• Published in: Journal of service research : JSR Vol. 25; no. 4; pp. 614 - 629
• Main Authors: Filieri, Raffaele, Lin, Zhibin, Li, Yulei, Lu, Xiaoqian, Yang, Xingwei
• Format: Journal Article
• Language: English
• Published: Los Angeles, CA SAGE Publications 01.11.2022; SAGE PUBLICATIONS, INC
• Subjects: Algorithms; Business administration; Customer services; Emotions; Humanities and Social Sciences; Machine learning; Robots; emotion detection; thematic analysis; emotion; service robot; machine learning; online customer reviews; emotion, emotion detection, online customer reviews, machine learning, thematic analysis, service robot

Understanding consumer emotions arising from robot-customers encounters and shared through online reviews is critical for forecasting consumers’ intention to adopt service robots. Qualitative analysis has the advantage of generating rich insights from data, but it requires intensive manual work. Sch...