Investigation of Human-Service Robot Division and Interaction for Catering Services

Abstract

The purposes of this study are to explore the principles and rules of human-service robot division and interaction when introducing service robots into the catering service industry. Focus group interview and in-depth expert interview were conducted. The results indicated that the participants had high acceptance of importing service robot into catering service. They feel the service robots are somewhat novel and attractively. From the perspective of task orientation, the participants think that the service robots could be introduced to all of the catering service process in the future. However, they also hoped that the human and robots can cooperate and work together in the processes. They hope to have more interaction with robots. They are delight to see the service robot can bring customers different feelings and experience. They don't want to face a standard and ice-cold robot. The participants hope that the service robots have a wide variety of external appearance to meet the style of restaurants. They also anticipate the robot can act various body movements and facial expression. Immediate assistance to customers and service workers are expected. Incorrect message transmission can be tolerant by the customers, however, exact communication with service personnel is considered to be very important. The service workers have willing to work together with service robots and hope the high-risk and heavy work can be done by service robots to reduce accidents and improve the reliability and safety. The feeling of safety and more affect feeling is needed for the customers. Besides, the participants are more concerned about the value that service robots can generate. Cost down of human resources and reduced workload was expected especially. Application of service robots does not necessarily imply that manual and cognitive tasks will be replaced by machines. It is essential to serve and observe the emotional needs of customers and service workers. High-skilled workers may become more productive as they become co-workers of machines and both complement each other even at the same level of value creation. Therefore, thinking about how to cooperate and work together for the workers and service robot while introducing service robot into catering service is an important topic. The customers and service workers are looking forward to get along with an interactive, emotional, and reliable service robot.