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

doi:10.1145/3613904.3642082

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 proceeding › Conference article in proceedings › Scientific › peer-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 language	English
Title of host publication	CHI '24: Proceedings of the 2024 CHI Conference on Human Factors in Computing Systems
Editors	Florian Floyd Mueller, Penny Kyburz, Julie R. Williamson, Corina Sas, Max L. Wilson, Phoebe Toups Dugas, Irina Shklovski
Publisher	ACM
Pages	1-13
ISBN (Electronic)	979-8-4007-0330-0
DOIs	https://doi.org/10.1145/3613904.3642082
Publication status	Published - 11 May 2024
MoE publication type	A4 Conference publication
Event	ACM SIGCHI Annual Conference on Human Factors in Computing Systems - Honolulu, USA, Honolulu, United States Duration: 11 May 2024 → 16 May 2024 https://chi2024.acm.org/

Conference

Conference	ACM SIGCHI Annual Conference on Human Factors in Computing Systems
Abbreviated title	ACM CHI
Country/Territory	United States
City	Honolulu
Period	11/05/2024 → 16/05/2024
Internet address	https://chi2024.acm.org/

Keywords

human-robot cooperation
expectations
power
social roles
persuasive technologies

Access to Document

10.1145/3613904.3642082Licence: CC BY

SCI_Babel_etal_CHI_2024Final published version, 6.9 MBLicence: CC BY

Cite this

Babel, F., Welsch, R., Miller, L., Hock, P., Thellman, S., & Ziemke, T. (2024). A Robot Jumping the Queue: Expectations About Politeness and Power During Conflicts in Everyday Human-Robot Encounters. In F. F. Mueller, P. Kyburz, J. R. Williamson, C. Sas, M. L. Wilson, P. Toups Dugas, & I. Shklovski (Eds.), CHI '24: Proceedings of the 2024 CHI Conference on Human Factors in Computing Systems (pp. 1-13). Article 583 ACM. https://doi.org/10.1145/3613904.3642082

Babel, Franziska ; Welsch, Robin ; Miller, Linda et al. / A Robot Jumping the Queue: Expectations About Politeness and Power During Conflicts in Everyday Human-Robot Encounters. CHI '24: Proceedings of the 2024 CHI Conference on Human Factors in Computing Systems. editor / Florian Floyd Mueller ; Penny Kyburz ; Julie R. Williamson ; Corina Sas ; Max L. Wilson ; Phoebe Toups Dugas ; Irina Shklovski. ACM, 2024. pp. 1-13

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

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{\textquoteright} 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{\textquoteright}s evaluation and effectiveness in everyday situations.",

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author = "Franziska Babel and Robin Welsch and Linda Miller and Philipp Hock and Sam Thellman and Tom Ziemke",

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doi = "10.1145/3613904.3642082",

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booktitle = "CHI '24: Proceedings of the 2024 CHI Conference on Human Factors in Computing Systems",

publisher = "ACM",

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note = "ACM SIGCHI Annual Conference on Human Factors in Computing Systems, ACM CHI ; Conference date: 11-05-2024 Through 16-05-2024",

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Babel, F, Welsch, R, Miller, L, Hock, P, Thellman, S & Ziemke, T 2024, A Robot Jumping the Queue: Expectations About Politeness and Power During Conflicts in Everyday Human-Robot Encounters. in FF Mueller, P Kyburz, JR Williamson, C Sas, ML Wilson, P Toups Dugas & I Shklovski (eds), CHI '24: Proceedings of the 2024 CHI Conference on Human Factors in Computing Systems., 583, ACM, pp. 1-13, ACM SIGCHI Annual Conference on Human Factors in Computing Systems, Honolulu, Hawaii, United States, 11/05/2024. https://doi.org/10.1145/3613904.3642082

A Robot Jumping the Queue: Expectations About Politeness and Power During Conflicts in Everyday Human-Robot Encounters. / Babel, Franziska; Welsch, Robin; Miller, Linda et al.
CHI '24: Proceedings of the 2024 CHI Conference on Human Factors in Computing Systems. ed. / Florian Floyd Mueller; Penny Kyburz; Julie R. Williamson; Corina Sas; Max L. Wilson; Phoebe Toups Dugas; Irina Shklovski. ACM, 2024. p. 1-13 583.

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

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AU - Thellman, Sam

AU - Ziemke, Tom

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Babel F, Welsch R, Miller L, Hock P, Thellman S, Ziemke T. A Robot Jumping the Queue: Expectations About Politeness and Power During Conflicts in Everyday Human-Robot Encounters. In Mueller FF, Kyburz P, Williamson JR, Sas C, Wilson ML, Toups Dugas P, Shklovski I, editors, CHI '24: Proceedings of the 2024 CHI Conference on Human Factors in Computing Systems. ACM. 2024. p. 1-13. 583 doi: 10.1145/3613904.3642082

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

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