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    Service robots in long-term care: a consumer-centric view

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    Kipnis_et_al_Journal_of_Service_Research (880.5Kb)
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    Publication date
    2022
    Author
    Kipnis, Eva
    McLeay, F.
    Grimes, A.
    de Saille, S.
    Potter, S.
    Keyword
    Long-term care
    Value
    Emotions
    Consumer vulnerability
    Service inclusion
    Service robots
    Artificial intelligence
    Rights
    © The Author(s) 2022. https://creativecommons.org/licenses/by-nc/4.0/This article is distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission provided the original work is attributed as specified on the SAGE and Open Access page (https://us.sagepub.com/en-us/nam/open-access-at-sage).
    Peer-Reviewed
    Yes
    Open Access status
    openAccess
    
    Metadata
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    Abstract
    Service robots with advanced intelligence capabilities can potentially transform servicescapes. However, limited attention has been given to how consumers experiencing vulnerabilities, particularly those with disabilities, envisage the characteristics of robots’ prospective integration into emotionally intense servicescapes, such as long-term care (LTC). We take an interdisciplinary approach conducting three exploratory studies with consumers with disabilities involving Community Philosophy, LEGO® Serious Play®, and Design Thinking methods. Addressing a lack of consumer-centric research, we offer a three-fold contribution by 1) developing a conceptualization of consumer-conceived value of robots in LTC, which are envisaged as a supporting resource offering consumers opportunities to realize value; 2) empirically evidencing pathogenic vulnerabilities as a potential value-destruction factor to underscore the importance of integrating service robots research with a service inclusion paradigm; and 3) providing a theoretical extension and clarification of prior characterizations of robots’ empathetic and emotion-related AI capabilities. Consumers with disabilities conceive robots able to stimulate and regulate emotions by mimicking cognitive and behavioral empathy, but unable to express affective and moral empathy, which is central to care experience. While providing support for care practices, for the foreseeable future, service robots will not, in themselves, actualize the experience of “being cared for.”
    URI
    http://hdl.handle.net/10454/19120
    Version
    Published version
    Citation
    Kipnis E, McLeay F, Grimes A et al (2022) Service robots in long-term care: a consumer-centric view. Journal of Service Research. Accepted for Publication.
    Link to publisher’s version
    https://doi.org/10.1177/10946705221110849
    Type
    Article
    Collections
    Management and Law Publications

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