Robot service failure and recovery: Literature review and future directions

Robot service failure and subsequent user behavioral responses have emerged as a prominent scientific issue, warranting attention from multiple disciplines. A review of existing literature is crucial to synthesizing and comprehensively evaluating these studies. To this end, the present study underto...

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Published in:International journal of advanced robotic systems Vol. 20; no. 4
Main Authors: Liu, Dewen, Li, Changfei, Zhang, Jieqiong, Huang, Weidong
Format: Journal Article
Language:English
Published: London, England SAGE Publications 01.07.2023
Sage Publications Ltd
SAGE Publishing
Subjects:
Failure
Literature reviews
Recovery
Robots
Service restoration
Service robots
user behaviors
service recovery
Robots service
service failure
ISSN:1729-8806, 1729-8814
Online Access:Get full text
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Abstract Robot service failure and subsequent user behavioral responses have emerged as a prominent scientific issue, warranting attention from multiple disciplines. A review of existing literature is crucial to synthesizing and comprehensively evaluating these studies. To this end, the present study undertook a structured systematic literature review to assess the relevant research on the concepts, dimensions, user response (including cognitional and behavioral), and recovery strategies related to service robot failure. Prior studies have largely followed interpersonal service interaction concepts and have identified several major consequences of service robot failure, including emotional and cognitive responses, negative attitudes, attributions of failure, and related behavioral and action-based responses. Notably, recovery strategies for robot service failure can be categorized into two main types: robot-initiated strategy and human intervention strategy. Further research on robot service failure is recommended in five key areas, including exploring the uniqueness of robot service failure, psychologically investigating user responses to robot failure, identifying novel remedy strategies for robot service failures, evolving the concepts of robot service failure and its remedies, and employing mixed-method and complementary research approaches.
AbstractList Robot service failure and subsequent user behavioral responses have emerged as a prominent scientific issue, warranting attention from multiple disciplines. A review of existing literature is crucial to synthesizing and comprehensively evaluating these studies. To this end, the present study undertook a structured systematic literature review to assess the relevant research on the concepts, dimensions, user response (including cognitional and behavioral), and recovery strategies related to service robot failure. Prior studies have largely followed interpersonal service interaction concepts and have identified several major consequences of service robot failure, including emotional and cognitive responses, negative attitudes, attributions of failure, and related behavioral and action-based responses. Notably, recovery strategies for robot service failure can be categorized into two main types: robot-initiated strategy and human intervention strategy. Further research on robot service failure is recommended in five key areas, including exploring the uniqueness of robot service failure, psychologically investigating user responses to robot failure, identifying novel remedy strategies for robot service failures, evolving the concepts of robot service failure and its remedies, and employing mixed-method and complementary research approaches.
Author Liu, Dewen
Zhang, Jieqiong
Huang, Weidong
Li, Changfei
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Issue 4
Keywords user behaviors
service recovery
Robots service
service failure
Language English
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Snippet Robot service failure and subsequent user behavioral responses have emerged as a prominent scientific issue, warranting attention from multiple disciplines. A...
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SubjectTerms Failure
Literature reviews
Recovery
Robots
Service restoration
Service robots
Title Robot service failure and recovery: Literature review and future directions
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