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International Journal of Social Robotics

Erschienen in:

09.08.2017

The Influence of Politeness Behavior on User Compliance with Social Robots in a Healthcare Service Setting

verfasst von: Namyeon Lee, Jeonghun Kim, Eunji Kim, Ohbyung Kwon

Erschienen in: International Journal of Social Robotics | Ausgabe 5/2017

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Abstract

Particularly in the healthcare service domain, social robots are expected to be good assistants, advisers, or practitioners. To increase the effectiveness of healthcare services provided by social robots, patients must comply with their requests. Research is plentiful on what makes patients comply with healthcare advice. In this paper, which is based on Bulgurcu’s study of rationality-based beliefs, command-compliance theory, and social exchange theory, we propose a research model of compliance during interaction with social robots, examining beliefs about and overall assessments of the consequences of complying with robot requests and extending the findings of previous studies to the setting of healthcare services. We specifically investigate the perceived level of politeness in robots’ speech and gestures as a determinant of compliance intention. Using a social robot, NAO, as a provider of healthcare services, we conducted an experiment. The results suggest that the aforementioned theories are useful in understanding user behaviors toward social robots in a healthcare service setting. Interestingly, and unlike in other settings, the perceived level of politeness of a social robot in a healthcare service setting negatively affects the perceived benefit of compliance, and, hence, intention to comply. A lower politeness level is closer to a command or strong recommendation than a suggestion or causal recommendation, which is common in shopping, tourism, or convention settings. The findings of this study imply that polite behavior from a social robot is an important factor in the compliance of healthcare service users. Direct speech with polite gestures is the most effective way to increase patient compliance in with healthcare advice provided by social robots in healthcare settings. However, higher levels of politeness do not always increase patients’ intention to comply.

Vorheriger Artikel Robust Regression-Based Motion Perception for Online Imitation on Humanoid Robot

Nächster Artikel Don’t Stare at Me: The Impact of a Humanoid Robot’s Gaze upon Trust During a Cooperative Human–Robot Visual Task

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Titel: The Influence of Politeness Behavior on User Compliance with Social Robots in a Healthcare Service Setting
verfasst von: Namyeon Lee
Jeonghun Kim
Eunji Kim
Ohbyung Kwon
Publikationsdatum: 09.08.2017
Verlag: Springer Netherlands
Erschienen in: International Journal of Social Robotics / Ausgabe 5/2017
Print ISSN: 1875-4791
Elektronische ISSN: 1875-4805
DOI: https://doi.org/10.1007/s12369-017-0420-0

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