… robotic blunders? Drawing from theories of anthropomorphism and mind perception, we
propose that people evaluate service robots … of robot service failures, increased perceptions of …

… anthropomorphism in robots affect customers’ perceived service quality… As service robots
provide various services by imitating … ’ feelings toward service robots and toward human service …

… Since this study focuses on restaurant service robots, perceived humanness is expected to
be … physical safety and a feeling of comfort and reduced fear of harm from robotic error in the …

… Accordingly, we hypothesize and find that perceived robot autonomy, “the ability of robots to
… levels of thinking AI and feeling AI in service robots trigger positive emotions in customers …

… Empathy, for example, in terms of the capability to understand others' feelings and thoughts,
… effects of perceptions of service robots' theory of mind in human-to-robot interactions when …

… service robots in situations where human presence causes social discomfort—particularly
service settings that can create feelings … of a service robot’s design in shaping perceptions of …

… extent robots' perceived physical human-likeness, perceived … the service robots research
field. First, the model focuses on … from the feelings or affective states that a service generates. In …

… of service robots when consumers perceive robots as being cool and on the cutting edge.
Some customers expressed the feeling … Consumers perceived courtesy through the action and …

… responses to frontline service robots is mediated by the robots' perceived empathy (Belanche
et al., … associated to the feeling of trust that service robots can convey to customers during a …

… , customers mainly expressed a feeling of joy when interacting with service robots (61.02%).
Joy … , and c) prefer to be served by humans, because machines are perceived as impersonal …