Consumer perceptions of Interactive Service Robots: A Value-Dominant Logic perspective

Abstract

We propose a “Value-Dominant Logic” approach to complement HRI research by integrating two well-known user-centric methodologies from the field of marketing. From the results of laddering interviews accompanied by a visual projective technique we show that consumer value perceptions of robots in a retail service environment are of a paradoxical nature where behavioral and social norms are expected of the robot, yet not for the user. Our consumer oriented value-based approach can contribute to the field of HRI by providing a complementary means of user-centered design/ methodology/requirements gathering and additional multidisciplinary collaborations.