Service Robots in a Bakery Shop: A Field Study

Abstract

In this paper, we report on a field study in which we employed two service robots in a bakery store as a sales promotion. Previous studies have explored public applications of service robots public such as shopping malls. However, more evidence is needed that service robots can contribute to sales in real stores. Moreover, the behaviors of customers and service robots in the context of sales promotions have not been examined well. Hence, the types of robot behavior that can be considered effective and the customers' responses to these robots remain unclear. To address these issues, we installed two tele-operated service robots in a bakery store for nearly 2 weeks, one at the entrance as a greeter and the other one inside the store to recommend products. The results show a dramatic increase in sales during the days when the robots were applied. Furthermore, we annotated the video recordings of both the robots' and customers' behavior. We found that although the robot placed at the entrance successfully attracted the interest of the passersby, no apparent increase in the number of customers visiting the store was observed. However, we confirmed that the recommendations of the robot operating inside the store did have a positive impact. We discuss our findings in detail and provide both theoretical and practical recommendations for future research and applications.