Abstract
The goal of this research is to focus on the ethical issues linked to the interaction between humans and robots in a service delivery context. Through this user study, we want to see how ethics influence user’s intention to use a robot in a frontline service context. We want to observe the importance of each ethical attribute on user’s intention to use the robot in the future. To achieve this goal, we incorporated a video that showed Pepper, the robot, in action. Then respondents had to answer questions about their perception of robots based on the video. Based on a final sample of 341 respondents, we used structural equation modeling (SEM) to test our hypotheses. The results show that the most important ethical issue is the Replacement and its implications for labor. When we look at the impact of the ethical issues on the intention to use, we discovered that the variables impacting the most are Social cues, Trust and Safety.
Highlights
The service sector has always been a laboratory for innovations, as it is an inflection point between productivity and personalization
With PLS, convergent and discriminant validities are confirmed if each construct Average Variance Extracted (AVE) is larger than its correlation with other constructs
Four out of six items were found to have a significant effect on the intention to use a service robot: social cues, trust/safety, responsibility, and privacy/data protection
Summary
The service sector has always been a laboratory for innovations, as it is an inflection point between productivity and personalization. In this matter, technologies such as AI, clouding, and data banks have been implemented to revolutionize the future of the industry. Is a newcomer in the service sector Robots used in this field are called “service robots”. People are afraid that robots will replace them, which would pose economic and human unemployment problems. An example would be the Code of Ethics of the Association for Computing Machinery (ACM), which states that: International Journal of Social Robotics “When designing or implementing systems, computing professionals must attempt to ensure that the products of their efforts will be used in socially responsible ways, will meet social needs, and will avoid harmful effects to health and welfare” [47], p. 354)
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