{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,5,25]],"date-time":"2025-05-25T17:02:23Z","timestamp":1748192543991,"version":"3.40.3"},"publisher-location":"Cham","reference-count":44,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783030646967"},{"type":"electronic","value":"9783030646974"}],"license":[{"start":{"date-parts":[[2020,1,1]],"date-time":"2020-01-01T00:00:00Z","timestamp":1577836800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2020,1,1]],"date-time":"2020-01-01T00:00:00Z","timestamp":1577836800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2020]]},"DOI":"10.1007\/978-3-030-64697-4_23","type":"book-chapter","created":{"date-parts":[[2020,12,3]],"date-time":"2020-12-03T06:02:56Z","timestamp":1606975376000},"page":"310-325","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":2,"title":["Humanoid Social Robots and the Reconfiguration of Customer Service"],"prefix":"10.1007","author":[{"given":"Gabriella","family":"Volpe","sequence":"first","affiliation":[]},{"given":"Matthias","family":"Schulte-Althoff","sequence":"additional","affiliation":[]},{"given":"David","family":"Dillmann","sequence":"additional","affiliation":[]},{"given":"Emmanuelle","family":"Maurer","sequence":"additional","affiliation":[]},{"given":"Yannic","family":"Niedenzu","sequence":"additional","affiliation":[]},{"given":"Philipp","family":"Schlie\u00dfer","sequence":"additional","affiliation":[]},{"given":"Daniel","family":"F\u00fcrstenau","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2020,12,3]]},"reference":[{"key":"23_CR1","volume-title":"Machine, Platform, Crowd: Harnessing Our Digital Future","author":"A McAfee","year":"2017","unstructured":"McAfee, A., Brynjolfsson, E.: Machine, Platform, Crowd: Harnessing Our Digital Future. W.W. Norton & Company, New York (2017)"},{"key":"23_CR2","volume-title":"Prediction Machines: The Simple Economics of Artificial Intelligence","author":"A Agrawal","year":"2018","unstructured":"Agrawal, A., Gans, J., Goldfarb, A.: Prediction Machines: The Simple Economics of Artificial Intelligence. Harvard Business Review Press, Boston (2018)"},{"key":"23_CR3","unstructured":"The Guardian. https:\/\/www.theguardian.com\/world\/2018\/feb\/06\/japan-robots-will-care-for-80-of-elderly-by-2020. Accessed 14 May 2020"},{"key":"23_CR4","unstructured":"Deming, D.: The Robots are Coming. Prepare for Trouble. The New York Times. https:\/\/www.nytimes.com\/2020\/01\/30\/business\/artificial-intelligence-robots-retail.html. Accessed 14 May 2020"},{"key":"23_CR5","doi-asserted-by":"crossref","unstructured":"Mukai, T., et al.: Development of a nursing-care assistant robot RIBA that can lift a human in its arms. In: 2010 IEEE\/RSJ International Conference on Intelligent Robots and Systems (2010)","DOI":"10.1109\/IROS.2010.5651735"},{"issue":"5","key":"23_CR6","doi-asserted-by":"publisher","first-page":"907","DOI":"10.1108\/JOSM-04-2018-0119","volume":"29","author":"J Wirtz","year":"2018","unstructured":"Wirtz, J., et al.: Brave new world: service robots in the frontline. J. Serv. Manag. 29(5), 907\u2013931 (2018)","journal-title":"J. Serv. Manag."},{"issue":"5","key":"23_CR7","doi-asserted-by":"publisher","first-page":"451","DOI":"10.1057\/s41303-017-0046-1","volume":"26","author":"T Mettler","year":"2017","unstructured":"Mettler, T., Sprenger, M., Winter, R.: Service robots in hospitals: new perspectives on niche evolution and technology affordances. Eur. J. Inf. Syst. 26(5), 451\u2013468 (2017)","journal-title":"Eur. J. Inf. Syst."},{"key":"23_CR8","first-page":"1","volume":"5","author":"E Dahlin","year":"2019","unstructured":"Dahlin, E.: Are robots stealing our jobs? Socius Soc. Res. Dyn. World 5, 1\u201314 (2019)","journal-title":"Socius Soc. Res. Dyn. World"},{"key":"23_CR9","doi-asserted-by":"publisher","first-page":"39","DOI":"10.1016\/j.futures.2019.04.005","volume":"109","author":"T Nam","year":"2019","unstructured":"Nam, T.: Citizen attitudes about job replacement by robotic automation. Futures 109, 39\u201349 (2019)","journal-title":"Futures"},{"key":"23_CR10","unstructured":"Blumberg Capital: Artificial Intelligence In 2019: Getting Past the Adoption Tipping Point (2019). https:\/\/blumbergcapital.com\/ai-in-2019\/Blumberg. Capital\u2019s recent survey of 1,000 American Adults That Found about Half are Ready to Embrace New Tech, while the Other Half Fears it Will Take away their Jobs [Blumberg Capital, 2019]"},{"issue":"1","key":"23_CR11","doi-asserted-by":"publisher","first-page":"46","DOI":"10.1258\/jhsrp.2010.010001","volume":"16","author":"E Oborn","year":"2011","unstructured":"Oborn, E., Barrett, M., Darzi, A.: Robots and service innovation in health care. J. Health Serv. Res. Policy 16(1), 46\u201350 (2011)","journal-title":"J. Health Serv. Res. Policy"},{"issue":"5","key":"23_CR12","doi-asserted-by":"publisher","first-page":"1448","DOI":"10.1287\/orsc.1100.0639","volume":"23","author":"M Barrett","year":"2012","unstructured":"Barrett, M., Oborn, E., Orlikowski, J., Yates, J.: Reconfiguring boundary relations: robotic innovations in pharmacy work. Organ. Sci. 23(5), 1448\u20131466 (2012)","journal-title":"Organ. Sci."},{"issue":"8","key":"23_CR13","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1371\/journal.pone.0072589","volume":"8","author":"E Broadbent","year":"2013","unstructured":"Broadbent, E., et al.: Robots with display screens: a robot with a more humanlike face display is perceived to have more mind and a better personality. PLoS ONE 8(8), 1\u20139 (2013)","journal-title":"PLoS ONE"},{"issue":"5","key":"23_CR14","doi-asserted-by":"publisher","first-page":"1053","DOI":"10.1287\/orsc.2019.1343","volume":"31","author":"AV Sergeeva","year":"2020","unstructured":"Sergeeva, A.V., Faraj, S., Huysman, M.: Losing touch: an embodiment perspective on coordination in robotic surgery. Organ. Sci. 31(5), 1053\u20131312 (2020)","journal-title":"Organ. Sci."},{"issue":"1_suppl","key":"23_CR15","doi-asserted-by":"publisher","first-page":"132","DOI":"10.1111\/j.1467-954X.1990.tb03351.x","volume":"38","author":"M Callon","year":"1991","unstructured":"Callon, M.: Techno-economic networks and irreversibility. Sociol. Rev. 38(1_suppl), 132\u2013161 (1991)","journal-title":"Sociol. Rev."},{"key":"23_CR16","unstructured":"Softbank Homepage. https:\/\/www.softbankrobotics.com\/emea\/en\/pepper. Accessed 14 May 2020"},{"key":"23_CR17","doi-asserted-by":"crossref","DOI":"10.1093\/oso\/9780199256044.001.0001","volume-title":"Reassembling the Social: An Introduction to Actor-Network Theory","author":"B Latour","year":"2005","unstructured":"Latour, B.: Reassembling the Social: An Introduction to Actor-Network Theory. Oxford University Press, Oxford (2005)"},{"issue":"5","key":"23_CR18","doi-asserted-by":"publisher","first-page":"769","DOI":"10.1016\/j.respol.2007.12.012","volume":"37","author":"L D\u2019Adderio","year":"2008","unstructured":"D\u2019Adderio, L.: The performativity of routines: theorising the influence of artefacts and distributed agencies on routines dynamics. Res. Policy 37(5), 769\u2013789 (2008)","journal-title":"Res. Policy"},{"key":"23_CR19","volume-title":"Science in Action: How to Follow Scientists and Engineers through Society","author":"B Latour","year":"1987","unstructured":"Latour, B.: Science in Action: How to Follow Scientists and Engineers through Society, 18th edn. Harvard University Press, Cambridge (1987)","edition":"18"},{"key":"23_CR20","volume-title":"The Second Machine Age: Work, Progress, and Prosperity in a Time of Brilliant Technologies","author":"E Brynjolfsson","year":"2014","unstructured":"Brynjolfsson, E., McAfee, A.: The Second Machine Age: Work, Progress, and Prosperity in a Time of Brilliant Technologies. W W Norton & Co, New York (2014)"},{"key":"23_CR21","volume-title":"Attachment in Adulthood: Structure, Dynamics and Change","author":"M Mikulincer","year":"2007","unstructured":"Mikulincer, M., Shaver, P.R.: Attachment in Adulthood: Structure, Dynamics and Change. Guilford Press, New York (2007)"},{"key":"23_CR22","volume-title":"The Developing Mind: Toward a Neurobiology of Interpersonal Experience","author":"DJ Siegel","year":"1999","unstructured":"Siegel, D.J.: The Developing Mind: Toward a Neurobiology of Interpersonal Experience. Guilford Press, New York (1999)"},{"issue":"2","key":"23_CR23","doi-asserted-by":"publisher","first-page":"543","DOI":"10.2307\/352019","volume":"50","author":"A Albert","year":"1988","unstructured":"Albert, A., Bulcroft, K.: Pets, families, and the life course. J. Marriage Fam. 50(2), 543\u2013552 (1988)","journal-title":"J. Marriage Fam."},{"issue":"2","key":"23_CR24","doi-asserted-by":"publisher","first-page":"3","DOI":"10.1300\/J033v09n02_02","volume":"9","author":"FA Buttle","year":"2002","unstructured":"Buttle, F.A., Ahmad, R., Aldlaigan, A.: The theory and practice of customer bonding. J. Bus. Bus. Market. 9(2), 3\u201327 (2002)","journal-title":"J. Bus. Bus. Market."},{"issue":"1","key":"23_CR25","doi-asserted-by":"publisher","first-page":"41","DOI":"10.1177\/002224378502200104","volume":"22","author":"G Laurent","year":"1985","unstructured":"Laurent, G., Kapferer, J.-N.: Measuring consumer involvement profiles. J. Mark. Res. 22(1), 41\u201353 (1985)","journal-title":"J. Mark. Res."},{"issue":"6","key":"23_CR26","doi-asserted-by":"publisher","first-page":"725","DOI":"10.1177\/001872679304600603","volume":"46","author":"KA Brown","year":"1993","unstructured":"Brown, K.A., Mitchell, T.R.: Organizational obstacles: links with financial performance, customer satisfaction, and job satisfaction in a service environment. Hum. Relat. 46(6), 725\u2013743 (1993)","journal-title":"Hum. Relat."},{"issue":"7","key":"23_CR27","doi-asserted-by":"publisher","first-page":"276","DOI":"10.1108\/02652329810245984","volume":"16","author":"J Bloemer","year":"1998","unstructured":"Bloemer, J., de Ruyter, K., Peeters, P.: Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. Int. J. Bank Market. 16(7), 276\u2013286 (1998)","journal-title":"Int. J. Bank Market."},{"issue":"4","key":"23_CR28","doi-asserted-by":"publisher","first-page":"349","DOI":"10.1108\/02652320510603960","volume":"23","author":"A Aldlaigan","year":"2005","unstructured":"Aldlaigan, A., Buttle, F.: Beyond satisfaction: customer attachment to retail banks. Int. J. Bank Market. 23(4), 349\u2013359 (2005)","journal-title":"Int. J. Bank Market."},{"key":"23_CR29","doi-asserted-by":"publisher","first-page":"119","DOI":"10.1016\/S0953-5438(01)00053-4","volume":"14","author":"J Klein","year":"2002","unstructured":"Klein, J., Moon, Y., Picard, R.W.: This computer responds to user frustration: theory, design, results, and implications. Interact. Comput. 14, 119\u2013140 (2002)","journal-title":"Interact. Comput."},{"issue":"3\u20134","key":"23_CR30","doi-asserted-by":"publisher","first-page":"143","DOI":"10.1016\/S0921-8890(02)00372-X","volume":"42","author":"T Fong","year":"2003","unstructured":"Fong, T., Nourbakhsh, I., Dautenhahn, K.: A survey of socially interactive robots. Rob. Auton. Syst. 42(3\u20134), 143\u2013166 (2003)","journal-title":"Rob. Auton. Syst."},{"key":"23_CR31","volume-title":"The Science of Emotional Intelligence: Knowns and Unknowns","author":"RW Picard","year":"2008","unstructured":"Picard, R.W.: Toward machines with emotional intelligence. In: Matthews, G., Zeidner, M., Roberts, R.D. (eds.) The Science of Emotional Intelligence: Knowns and Unknowns. Oxford University Press, Oxford (2008)"},{"issue":"2","key":"23_CR32","doi-asserted-by":"publisher","first-page":"79","DOI":"10.1111\/j.0963-7214.2006.00411.x","volume":"15","author":"LF Barrett","year":"2006","unstructured":"Barrett, L.F., Wager, T.D.: The structure of emotion: evidence from neuroimaging studies. Curr. Dir. Psychol. Sci. 15(2), 79\u201383 (2006)","journal-title":"Curr. Dir. Psychol. Sci."},{"issue":"1","key":"23_CR33","doi-asserted-by":"publisher","first-page":"145","DOI":"10.1037\/0033-295X.110.1.145","volume":"110","author":"JA Russell","year":"2003","unstructured":"Russell, J.A.: Core affect and the psychological construction of emotion. Psychol. Rev. 110(1), 145\u2013172 (2003)","journal-title":"Psychol. Rev."},{"key":"23_CR34","volume-title":"Nebraska Symposium on Motivation","author":"P Ekman","year":"1972","unstructured":"Ekman, P.: Universals and cultural differences in facial expressions of emotion. In: Cole, J. (ed.) Nebraska Symposium on Motivation, vol. 19. University of Nebraska Press, Lincoln (1972)"},{"key":"23_CR35","series-title":"Lecture Notes in Computer Science (Lecture Notes in Artificial Intelligence)","doi-asserted-by":"publisher","first-page":"199","DOI":"10.1007\/978-3-642-34103-8_20","volume-title":"Social Robotics","author":"J Fink","year":"2012","unstructured":"Fink, J.: Anthropomorphism and human likeness in the design of robots and human-robot interaction. In: Ge, S.S., Khatib, O., Cabibihan, J.-J., Simmons, R., Williams, M.-A. (eds.) ICSR 2012. LNCS (LNAI), vol. 7621, pp. 199\u2013208. Springer, Heidelberg (2012). https:\/\/doi.org\/10.1007\/978-3-642-34103-8_20"},{"issue":"4","key":"23_CR36","doi-asserted-by":"publisher","first-page":"864","DOI":"10.1037\/0033-295X.114.4.864","volume":"114","author":"N Epley","year":"2007","unstructured":"Epley, N., Waytz, A., Cacioppo, J.: On seeing human: a three-factor theory of anthropomorphism. Psychol. Rev. 114(4), 864\u2013886 (2007)","journal-title":"Psychol. Rev."},{"issue":"2","key":"23_CR37","doi-asserted-by":"publisher","first-page":"e12629","DOI":"10.2196\/12629","volume":"6","author":"CR Crowell","year":"2019","unstructured":"Crowell, C.R., Deska, J.C., Villano, M., Zenk, J., Roddy, J.T.: Anthropomorphism of robots: study of appearance and agency. JMIR Hum. Factors 6(2), e12629 (2019)","journal-title":"JMIR Hum. Factors"},{"issue":"3\u20134","key":"23_CR38","doi-asserted-by":"publisher","first-page":"177","DOI":"10.1016\/S0921-8890(02)00374-3","volume":"42","author":"B Duffy","year":"2003","unstructured":"Duffy, B.: Anthropomorphism and the social robot. Rob. Auton. Syst. 42(3\u20134), 177\u2013190 (2003)","journal-title":"Rob. Auton. Syst."},{"key":"23_CR39","doi-asserted-by":"crossref","unstructured":"Powers, A., Kiesler, S.: The advisor robot: tracing people\u2019s mental model from a robot\u2019s physical attributes. Presented at ACM SIGCHI\/SIGART Conference on Human-Robot Interaction, Salt Lake City, Utah, pp. 218\u2013225 (2006)","DOI":"10.1145\/1121241.1121280"},{"key":"23_CR40","doi-asserted-by":"crossref","unstructured":"Riek, L., Rabinowitch, T., Chakrabarti, B., Robinson, P.: How anthropomorphism affects empathy toward robots. Presented at 4th ACM\/IEEE International Conference on Human Robot Interaction, pp. 43\u201348 (2009)","DOI":"10.1145\/1514095.1514158"},{"issue":"1","key":"23_CR41","first-page":"151","volume":"19","author":"P Hinds","year":"2004","unstructured":"Hinds, P., Roberts, T., Jones, H.: Whose job is it anyway? A study of human-robot interaction in a collaborative task. Int. J. Social Robot. 19(1), 151\u2013181 (2004)","journal-title":"Int. J. Social Robot."},{"key":"23_CR42","volume-title":"Case Study Research: Design and Methods","author":"RK Yin","year":"2018","unstructured":"Yin, R.K.: Case Study Research: Design and Methods. Sage, Los Angeles (2018)"},{"issue":"1","key":"23_CR43","doi-asserted-by":"publisher","first-page":"61","DOI":"10.2307\/2393551","volume":"35","author":"SR Barley","year":"1990","unstructured":"Barley, S.R.: The alignment of technology and structure through roles and networks. Adm. Sci. Q. 35(1), 61\u2013103 (1990)","journal-title":"Adm. Sci. Q."},{"issue":"4","key":"23_CR44","first-page":"439-46","volume":"23","author":"LA Kurdek","year":"2009","unstructured":"Kurdek, L.A.: Pet dogs as attachment figures for adult owners. J. Fam. Psychol. 23(4), 439-46 (2009)","journal-title":"J. Fam. Psychol."}],"container-title":["IFIP Advances in Information and Communication Technology","The Future of Digital Work: The Challenge of Inequality"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-030-64697-4_23","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,12,3]],"date-time":"2024-12-03T00:18:20Z","timestamp":1733185100000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-3-030-64697-4_23"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020]]},"ISBN":["9783030646967","9783030646974"],"references-count":44,"URL":"https:\/\/doi.org\/10.1007\/978-3-030-64697-4_23","relation":{},"ISSN":["1868-4238","1868-422X"],"issn-type":[{"type":"print","value":"1868-4238"},{"type":"electronic","value":"1868-422X"}],"subject":[],"published":{"date-parts":[[2020]]},"assertion":[{"value":"3 December 2020","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"IFIPJWC","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"IFIP Joint Working Conference on the Future of Digital Work: The Challenge of Inequality","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Hyderabad","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"India","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2020","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"10 December 2020","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"11 December 2020","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"ifipjwc2020","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"http:\/\/www.ifipjwc2020.org\/","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Double-blind","order":1,"name":"type","label":"Type","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"OCS and EasyChair","order":2,"name":"conference_management_system","label":"Conference Management System","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"29","order":3,"name":"number_of_submissions_sent_for_review","label":"Number of Submissions Sent for Review","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"22","order":4,"name":"number_of_full_papers_accepted","label":"Number of Full Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"0","order":5,"name":"number_of_short_papers_accepted","label":"Number of Short Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"76% - The value is computed by the equation \"Number of Full Papers Accepted \/ Number of Submissions Sent for Review * 100\" and then rounded to a whole number.","order":6,"name":"acceptance_rate_of_full_papers","label":"Acceptance Rate of Full Papers","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"2-3","order":7,"name":"average_number_of_reviews_per_paper","label":"Average Number of Reviews per Paper","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"1-2","order":8,"name":"average_number_of_papers_per_reviewer","label":"Average Number of Papers per Reviewer","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"Yes","order":9,"name":"external_reviewers_involved","label":"External Reviewers Involved","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"The conference was held virtually due to the COVID-19 pandemic.","order":10,"name":"additional_info_on_review_process","label":"Additional Info on Review Process","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}}]}}