惊喜
幸福
感觉
心理学
领域(数学)
服务(商务)
机器人
计算机科学
人机交互
社会心理学
人工智能
营销
业务
数学
纯数学
作者
Stephanie Hui-Wen Chuah,Chunxia Yu
标识
DOI:10.1016/j.jretconser.2021.102551
摘要
Astoundingly, recent technological advancements have enabled robots to display emotions. Yet, while emotional expression is valued in the field of service, understanding emotions in human-robot interaction remains underexplored. Since emotions are contagious/transmittable, this study utilised Instagram data to uncover how emotional robots influence potential consumers’ affective feelings. By employing machine learning algorithms and sentiment analysis, the findings suggest that the expressions of surprise and happiness are key to creating positive impacts on potential consumers. The cross-disciplinary nature of this study lays the groundwork for next-level social, design, and creative experiences in artificial intelligence research regarding consumer service and experience contexts.
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