Robots do not judge: service robots can alleviate embarrassment in service encounters

• DOI: 10.1007/s11747-022-00862-x
• Publication Date: 2022-04-20T09:06:22Z
• Authors: Jana Holthöwer; Jenny van Doorn
• Keywords: Embarrassment; Service robot

Abstract Although robots are increasingly used in service provision, research cautions that consumers reluctant to accept robots. Five lab, field, and online studies reveal an important boundary condition earlier work demonstrate perceive less negatively when human social presence is the source of discomfort. We show feel judged by a robot (vs. human) having engage embarrassing encounter, such as acquiring medication treat sexually transmitted disease or being confronted with one’s own mistakes frontline employee. As consequence, prefer served instead acquire product, helps overcome their reluctance provider’s offering situation becomes embarrassing. However, anthropomorphism moderates effect ascribe higher automated highly human-like machine-like robot), making more socially judged.