English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113148/144119 (79%)
Visitors : 50710074      Online Users : 307
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/136848
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/136848


    Title: 溝通方式對人形機器人信任之影響
    The effects of communication approaches on trust towards a humanoid robot
    Authors: 張卜方
    Chang, Bu-Fang
    Contributors: 簡士鎰
    林怡伶

    Chien, Shih-Yi
    Lin, Yi-Ling

    張卜方
    Chang, Bu-Fang
    Keywords: 人機交互
    親密互動
    主動性
    認知信任
    情感信任
    human-humanoid robot interaction
    intimate communication
    proactivity
    cognitive trust
    emotional trust
    Date: 2021
    Issue Date: 2021-09-02 15:57:08 (UTC+8)
    Abstract: 社交機器人技術已廣泛應用於各種服務環境,通過模仿像人的互動來提供幫助或增強娛樂體驗。先前的研究考慮了各種設計特徵來探索人機關係中的影響,而機器人在交互過程中提供幫助的方式很少被討論。本研究將人形機器人應用在購物環境中並作為銷售人員的角色,目的為探討機器人助理的哪種溝通方式對顧客更有利。為了實現研究目標,提出了以信任概念為核心的理論模型,並設計不同級別的服務主動性(主動與被動)和表達行為的類型(中性與親密),透過影片的形式展示機器人的互動回饋,線上進行了兩個階段的實驗。首先,每個實驗條件下所設計的操作在第一階段中得到驗證,而在正式研究中,感知親密性會受到不同風格的表達行為的影響,並指出可能存在對人形機器人的人際感知。結果揭示了我們提出的結構模型之間的正相關性,表明當機器人以更主動的方式行事並且被認為更親密時,使用者會同時從認知與情感的面向更信任該機器人,並進而提升使用意願。
    Social robotics have been widely applied in diverse service contexts to provide assistance or enhance entertainment experience through imitating humanlike interaction. Previous research took a variety of design features into consideration to explore the influence in human-robot relationships, while the robot’s manner of providing assistance during interaction was rarely discussed. The purpose of this study is to investigate which communication approaches of a robotic assistant would be more favorable for customers since applying the humanoid robot in the shopping context as the role of a salesperson. The theoretical model focusing on the concept of trust is proposed to achieve the research objectives. Different levels of service proactivity (proactive vs. reactive) and types of expressive behaviors (neutral vs. intimate) are developed and empirically validate. Two survey sessions are conducted online through presenting the robot responses in several videos. The manipulations designed for each experimental condition are first validated in the preliminary study. In the formal study, perceived intimacy can be successfully affected by different styles of expressive behaviors, noting that there may be interpersonal perception towards the humanoid robot. The results reveal positive correlations between our proposed structural model, providing strong evidence that the users are more willing to trust in the robot when it behaves in the more proactive manner and is perceived more intimate.
    Reference: Abdi, J., Al-Hindawi, A., Ng, T., & Vizcaychipi, M. P. (2018). Scoping review on the use of socially assistive robot technology in elderly care. BMJ Open, 8(2).
    Alemi, M., Meghdari, A., & Ghazisaedy, M. (2014). Employing humanoid robots for teaching english language in iranian junior high-schools. International Journal of Humanoid Robotics.
    Aroyo, A. M., Rea, F., Sandini, G., & Sciutti, A. (2018). Trust and social engineering in human robot interaction: Will a robot make you disclose sensitive information, conform to its recommendations or gamble? IEEE Robotics and Automation Letters, 3(4), 3701–3708.
    Baddoura, R., & Venture, G. (2015). This robot is sociable: Close-up on the gestures and measured motion of a human responding to a proactive robot. International Journal of Social Robotics.
    Bainbridge, W. A., Hart, J., Kim, E. S., & Scassellati, B. (2008). The effect of presence on human-robot interaction. Proceedings of the 17th IEEE International Symposium on Robot and Human Interactive Communication, RO-MAN, 701–706.
    Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology.
    Bellas, A., Perrin, S., Malone, B., Rogers, K., Lucas, G., Phillips, E., Tossell, C., & Visser, E. De. (2020). Rapport building with social robots as a method for improving mission debriefing in human-robot teams. 2020 Systems and Information Engineering Design Symposium, SIEDS 2020.
    Ben Mimoun, M. S., & Poncin, I. (2015). A valued agent: How ECAs affect website customers’ satisfaction and behaviors. Journal of Retailing and Consumer Services.
    Blascovich, J., & Bailenson, J. (2011). Infinite reality: Avatars, eternal Life, new worlds, and the dawn of the virtual revolution. Presence: Teleoperators and Virtual Environments.
    Bringle, R. G., & Prager, K. J. (1996). The psychology of intimacy. Journal of Marriage and the Family.
    Broadbent, E., Kumar, V., Li, X., Sollers, J., Stafford, R. Q., MacDonald, B. A., & Wegner, D. M. (2013). Robots with display screens: A Robot with a more humanlike face display is perceived to have more mind and a better personality. PLoS ONE.
    Brock, J. K. U., & Zhou, J. Y. (2012). Customer intimacy. Journal of Business and Industrial Marketing.
    Brogårdh, T. (2007). Present and future robot control development-An industrial perspective. Annual Reviews in Control.
    Burgoon, J. K., & Hale, J. L. (1987). Validation and measurement of the fundamental themes of relational communication. Communication Monographs, 54(1), 19–41.
    Camarillo, D. B., Krummel, T. M., & Salisbury, J. K. (2004). Robotic technology in surgery: Past, present, and future. American Journal of Surgery.
    Campbell, K. S., Davis, L., & Skinner, L. (2006). Rapport management during the exploration phase of the salesperson-customer relationship. Journal of Personal Selling and Sales Management.
    Chai, J. C. Y., Malhotra, N. K., & Alpert, F. (2015). A two-dimensional model of trust-value-loyalty in service relationships. Journal of Retailing and Consumer Services.
    Chattaraman, V., Kwon, W. S., Gilbert, J. E., & Ross, K. (2019). Should AI-Based, conversational digital assistants employ social- or task-oriented interaction style? A task-competency and reciprocity perspective for older adults. Computers in Human Behavior.
    Chen, S., & Dhillon, G. (2003). Interpreting dimensions of consumer trust in e-commerce. Information Technology and Management.
    Chidambaram, V., Chiang, Y. H., & Mutlu, B. (2012). Designing persuasive robots: How robots might persuade people using vocal and nonverbal cues. HRI’12 - Proceedings of the 7th Annual ACM/IEEE International Conference on Human-Robot Interaction, 293–300.
    Chiu, C. M., Hsu, M. H., Lai, H., & Chang, C. M. (2012). Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents. Decision Support Systems.
    Chiu, C. M., Wang, E. T. G., Fang, Y. H., & Huang, H. Y. (2014). Understanding customers’ repeat purchase intentions in B2C e-commerce: The roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal.
    Cremonesi, P., Garzotto, F., & Turrin, R. (2012). Investigating the persuasion potential of recommender systems from a quality perspective: An empirical study. In ACM Transactions on Interactive Intelligent Systems.
    Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing.
    De Graaf, M. M. A., & Ben Allouch, S. (2013). Exploring influencing variables for the acceptance of social robots. Robotics and Autonomous Systems.
    Duffy, B. R. (2003). Anthropomorphism and the social robot. Robotics and Autonomous Systems, 42(3–4), 177–190.
    Fogg, B. J. (1998). Persuasive computers: Perspectives and research directions. Conference on Human Factors in Computing Systems - Proceedings.
    Fornell, C., & Larcker, D. F. (1981). Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics. Journal of Marketing Research.
    Gaudiello, I., Zibetti, E., Lefort, S., Chetouani, M., & Ivaldi, S. (2016). Trust as indicator of robot functional and social acceptance. An experimental study on user conformation to iCub answers. Computers in Human Behavior.
    Gefen, & Straub. (2003). Managing User Trust in B2C e-Services. E-Service Journal, 2(2).
    Gross, H. M., Boehme, H., Schroeter, C., Mueller, S., Koenig, A., Einhorn, E., Martin, C., Merten, M., & Bley, A. (2009). TOOMAS: Interactive shopping guide robots in everyday use - Final implementation and experiences from long-term field trials. 2009 IEEE/RSJ International Conference on Intelligent Robots and Systems, IROS 2009.
    Hancock, P. A., Billings, D. R., Schaefer, K. E., Chen, J. Y. C., De Visser, E. J., & Parasuraman, R. (2011). A meta-analysis of factors affecting trust in human-robot interaction. Human Factors.
    Häring, M., Kuchenbrandt, D., & André, E. (2014). Would you like to play with me? How robots’ group membership and task features influence human-robot interaction. ACM/IEEE International Conference on Human-Robot Interaction.
    Heenan, B., Greenberg, S., Manesh, S. A., & Sharlin, E. (2014). Designing social greetings in human robot interaction. Proceedings of the Conference on Designing Interactive Systems: Processes, Practices, Methods, and Techniques, DIS.
    Hoffman, G. (2019). Evaluating Fluency in Human-Robot Collaboration. IEEE Transactions on Human-Machine Systems.
    Horstmann, A. C., Bock, N., Linhuber, E., Szczuka, J. M., Straßmann, C., & Krämer, N. C. (2018). Do a robot’s social skills and its objection discourage interactants from switching the robot off? PLoS ONE.
    Hu, L. T., & Bentler, P. M. (1998). Fit indices in covariance structure modeling: sensitivity to underparameterized model misspecification. Psychological Methods.
    Huang, C.-M., Cakmak, M., & Mutlu, B. (2015). Adaptive coordination strategies for human-robot handovers. Robotics: Science and Systems.
    Huang, C.-M., & Mutlu, B. (2013). Modeling and evaluating narrative gestures for humanlike robots. Robotics: Science and Systems, 57–64.
    Iwamura, Y., Shiomi, M., Kanda, T., Ishiguro, H., & Hagita, N. (2011). Do elderly people prefer a conversational humanoid as a shopping assistant partner in supermarkets? HRI 2011 - Proceedings of the 6th ACM/IEEE International Conference on Human-Robot Interaction, 449–457.
    Kaipainen, K., Ahtinen, A., & Hiltunen, A. (2018). “Nice surprise, more present than a machine” Experiences evoked by a social robot for guidance and edutainment at a city service point. ACM International Conference Proceeding Series, 163–171.
    Kanda, T., Sato, R., Saiwaki, N., & Ishiguro, H. (2007). A two-month field trial in an elementary school for long-term human-robot interaction. IEEE Transactions on Robotics.
    Kanda, T., Shiomi, M., Miyashita, Z., Ishiguro, H., & Hagita, N. (2010). A communication robot in a shopping mall. IEEE Transactions on Robotics.
    Kapustina, L. M., Agababaev, M. S., & Drevalev, A. A. (2019). Advertising concepts evolution and benefits of promotion robots in the digital economy. 240(Sicni 2018), 485–490.
    Keillor, B. D., Parker, R. S., & Pettijohn, C. E. (2000). Relationship-oriented characteristics and individual salesperson performance. Journal of Business and Industrial Marketing.
    Kiesler, S., Powers, A., Fussell, S. R., & Torrey, C. (2008). Anthropomorphic interactions with a robot and robot-like agent. Social Cognition.
    Kim, H., Kwak, S. S., & Kim, M. (2008). Personality design of sociable robots by control of gesture design factors. Proceedings of the 17th IEEE International Symposium on Robot and Human Interactive Communication, RO-MAN.
    Komiak, S. X., & Benbasat, I. (2004). Understanding customer trust in agent-mediated electronic commerce, web-mediated electronic commerce, and traditional commerce. Information Technology and Management.
    Komiak, S. X., & Benbasat, I. (2006). The effects of personalization and familiarity on trust and adoption of recommendation agents. MIS Quarterly: Management Information Systems.
    Kraus, M., Wagner, N., & Minker, W. (2020). Effects of proactive dialogue strategies on human-computer trust. UMAP 2020 - Proceedings of the 28th ACM Conference on User Modeling, Adaptation and Personalization.
    Li, J. (2015). The benefit of being physically present: A survey of experimental works comparing copresent robots, telepresent robots and virtual agents. International Journal of Human Computer Studies, 77, 23–37.
    Li, M., & Mao, J. (2015). Hedonic or utilitarian? Exploring the impact of communication style alignment on user’s perception of virtual health advisory services. International Journal of Information Management, 35(2), 229–243.
    Martelaro, N., Nneji, V. C., Ju, W., & Hinds, P. (2016). Tell me more: Designing HRI to encourage more trust, disclosure, and companionship. ACM/IEEE International Conference on Human-Robot Interaction, 2016-April.
    Matsuyama, Y., Bhardwaj, A., Zhao, R., Romeo, O., Akoju, S., & Cassell, J. (2016). Socially-aware animated intelligent personal assistant agent. Proceedings of the 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, 224–227.
    McAllister, D. J. (1995). Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of Management Journal.
    Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing.
    Mutlu, B., Forlizzi, J., & Hodgins, J. (2006). A storytelling robot: Modeling and evaluation of human-like gaze behavior. Proceedings of the 2006 6th IEEE-RAS International Conference on Humanoid Robots, HUMANOIDS, 518–523.
    Mutlu, B., Shiwa, T., Kanda, T., Ishiguro, H., & Hagita, N. (2009). Footing in human-robot conversations : How robots might shape participant roles using gaze cues. Proceedings of the 4th ACM/IEEE International Conference on Human Robot Interaction.
    Nass, C., & Moon, Y. (2000). Machines and mindlessness: Social responses to computers. Journal of Social Issues, 56(1).
    Natarajan, M., & Gombolay, M. (2020). Effects of anthropomorphism and accountability on trust in human robot interaction. In ACM/IEEE International Conference on Human-Robot Interaction (pp. 33–42).
    Nicholson, C. Y., Compeau, L. D., & Sethi, R. (2001). The role of interpersonal liking in building trust in long-term channel relationships. Journal of the Academy of Marketing Science.
    Nothdurft, F., Ultes, S., & Minker, W. (2015). Finding appropriate interaction strategies for proactive dialogue systems — An open quest. Proceedings of the 2nd European and the 5th Nordic Symposium on Multimodal Communication, August 6-8, 2014, Tartu, Estonia.
    Pan, Y., Okada, H., Uchiyama, T., & Suzuki, K. (2015). On the reaction to robot’s speech in a hotel public space. International Journal of Social Robotics.
    Parker, E. B., Short, J., Williams, E., & Christie, B. (1978). The Social Psychology of Telecommunications. Contemporary Sociology.
    Peng, Z., Kwon, Y., Lu, J., Wu, Z., & Ma, X. (2019). Design and evaluation of service robot’s proactivity in decision-making support process. Conference on Human Factors in Computing Systems - Proceedings, 1–13.
    Potdevin, D., Clavel, C., & Sabouret, N. (2018). Virtual intimacy, this little something between us: A study about human perception of intimate behaviors in embodied conversational agents. Proceedings of the 18th International Conference on Intelligent Virtual Agents, IVA 2018.
    Potdevin, D., Clavel, C., & Sabouret, N. (2021). Virtual intimacy in human-embodied conversational agent interactions: The influence of multimodality on its perception. Journal on Multimodal User Interfaces.
    Rau, P. L. P., Li, Y., & Liu, J. (2013). Effects of a social robot’s autonomy and group orientation on human decision-making. Advances in Human-Computer Interaction.
    Salem, M., Eyssel, F., Rohlfing, K., Kopp, S., & Joublin, F. (2013). To err is human(-like): Effects of robot gesture on perceived anthropomorphism and likability. International Journal of Social Robotics, 5(3), 313–323.
    Saunderson, S., & Nejat, G. (2019). It would make me happy if you used my guess: Comparing robot persuasive strategies in social human-robot interaction. IEEE Robotics and Automation Letters.
    Schulz, R., Kratzer, P., & Toussaint, M. (2018). Preferred interaction styles for human-robot collaboration vary over tasks with different action types. Frontiers in Neurorobotics.
    Shiomi, M., Kanda, T., Glas, D. F., Satake, S., Ishiguro, H., & Hagita, N. (2009). Field trial of networked social robots in a shopping mall. 2009 IEEE/RSJ International Conference on Intelligent Robots and Systems, IROS 2009, 2846–2853.
    Shiomi, M., Shinozawa, K., Nakagawa, Y., Miyashita, T., Sakamoto, T., Terakubo, T., Ishiguro, H., & Hagita, N. (2013). Recommendation effects of a social robot for advertisement-use context in a shopping mall. International Journal of Social Robotics.
    Sichtmann, C. (2007). An analysis of antecedents and consequences of trust in a corporate brand. European Journal of Marketing.
    Swan, J. E., Bowers, M. R., & Richardson, L. D. (1999). Customer trust in the salesperson: An integrative review and meta-analysis of the empirical literature. Journal of Business Research.
    van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., & Petersen, J. A. (2017). Domo arigato mr. roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences. Journal of Service Research.
    Venkatesh; Viaswanath, & Davis; Fred D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science.
    Wang, W., & Benbasat, I. (2007). Recommendation agents for electronic commerce: Effects of explanation facilities on trusting beliefs. Journal of Management Information Systems.
    Wang, W., & Benbasat, I. (2008). Attributions of trust in decision support technologies: A study of recommendation agents for e-commerce. Journal of Management Information Systems.
    Wang, W., Qiu, L., Kim, D., & Benbasat, I. (2016). Effects of rational and social appeals of online recommendation agents on cognition- and affect-based trust. Decision Support Systems.
    Watanabe, M., Ogawa, K., & Ishiguro, H. (2015). Can androids be salespeople in the real world? Proceedings of the 33rd Annual ACM Conference Extended Abstracts on Human Factors in Computing Systems, 781–788.
    Winkle, K., Caleb-Solly, P., Turton, A., & Bremner, P. (2018). Social robots for engagement in rehabilitative therapies: Design implications from a study with therapists. ACM/IEEE International Conference on Human-Robot Interaction.
    Winkle, K., Lemaignan, S., Caleb-Solly, P., Leonards, U., Turton, A., & Bremner, P. (2019). Effective persuasion strategies for socially assistive robots. ACM/IEEE International Conference on Human-Robot Interaction.
    Yim, C. K., Tse, D. K., & Chan, K. W. (2008). Strengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer-staff relationships in services. Journal of Marketing Research.
    Yoo, W. S., Lee, Y., & Park, J. K. (2010). The role of interactivity in e-tailing: Creating value and increasing satisfaction. Journal of Retailing and Consumer Services.
    You, S., & Robert, L. P. (2018). Human-robot similarity and willingness to work with a robotic co-worker. ACM/IEEE International Conference on Human-Robot Interaction.
    Zafari, S., Schwaninger, I., Hirschmanner, M., Schmidbauer, C., Weiss, A., & Koeszegi, S. T. (2019). “You are Doing so great!” - The effect of a robot’s interaction style on self-efficacy in HRI. 2019 28th IEEE International Conference on Robot and Human Interactive Communication, RO-MAN 2019.
    Zboja, J. J., & Voorhees, C. M. (2006). The impact of brand trust and satisfaction on retailer repurchase intentions. Journal of Services Marketing.
    Description: 碩士
    國立政治大學
    資訊管理學系
    108356026
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0108356026
    Data Type: thesis
    DOI: 10.6814/NCCU202101442
    Appears in Collections:[資訊管理學系] 學位論文

    Files in This Item:

    File Description SizeFormat
    602601.pdf2869KbAdobe PDF20View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本網站維護人員(nccur@nccu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback