A Robot Jumping the Queue: Expectations About Politeness and Power During Conflicts in Everyday Human-Robot Encounters

Franziska Babel, Robin Welsch, Linda Miller, Philipp Hock, Sam Thellman, Tom Ziemke

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

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Abstract

Increasing encounters between people and autonomous service robots may lead to conflicts due to mismatches between human expectations and robot behaviour. This interactive online study (N = 335) investigated human-robot interactions at an elevator, focusing on the effect of communication and behavioural expectations on participants’ acceptance and compliance. Participants evaluated a humanoid delivery robot primed as either submissive or assertive. The robot either matched or violated these expectations by using a command or appeal to ask for priority and then entering either first or waiting for the next ride. The results highlight that robots are less accepted if they violate expectations by entering first or using a command. Interactions were more effective if participants expected an assertive robot which then asked politely for priority and entered first. The findings emphasize the importance of power expectations in human-robot conflicts for the robot’s evaluation and effectiveness in everyday situations.
Original languageEnglish
Title of host publicationCHI '24: Proceedings of the 2024 CHI Conference on Human Factors in Computing Systems
EditorsFlorian Floyd Mueller, Penny Kyburz, Julie R. Williamson, Corina Sas, Max L. Wilson, Phoebe Toups Dugas, Irina Shklovski
PublisherACM
Pages1-13
ISBN (Electronic)979-8-4007-0330-0
DOIs
Publication statusPublished - 11 May 2024
MoE publication typeA4 Conference publication
EventACM SIGCHI Annual Conference on Human Factors in Computing Systems - Honolulu, USA, Honolulu, United States
Duration: 11 May 202416 May 2024
https://chi2024.acm.org/

Conference

ConferenceACM SIGCHI Annual Conference on Human Factors in Computing Systems
Abbreviated titleACM CHI
Country/TerritoryUnited States
CityHonolulu
Period11/05/202416/05/2024
Internet address

Keywords

  • human-robot cooperation
  • expectations
  • power
  • social roles
  • persuasive technologies

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