Summary of themes regarding problems of using service robot
| Themes | Frequency | Sample quote |
|---|---|---|
| Limitation of technology | 254 | |
| Malfunction | 122 | If any major malfunction were to happen to the robots’ software or hardware, then the business would suffer from customers leaving and the maintenance pay of an IT employee |
| Can’t perform personalized service | 48 | Cannot get special orders correct |
| Can’t process complex tasks | 28 | Trying to explain to a robot exactly what you want could be problematic since they wouldn’t understand the nuances |
| Less tasty food | 26 | The food probably wouldn’t be as good because it lacks the human touch, and it’s hard to automate good food |
| Inability of service recovery | 16 | Possible mistakes since it is programmed, it could be worse than a human error |
| High cost | 7 | Expensive to maintain |
| Restricted by electrical power | 7 | If electricity/power goes out can’t use it |
| Unemployment | 175 | It will take a lot of jobs for us humans |
| Downgrade customer experience | 87 | |
| Impersonal service | 70 | Their inability to feel and interact with human |
| Uncomfortable | 9 | Scare customers |
| Confusing | 8 | The older generation wouldn’t want to interact with robots |
| None | 44 | There is no possible problem |
| Everything | 21 | Everything. Literally everything |
| Not sure | 18 | I don’t know |
| Social concerns | 12 | We are making humans useless for no reason |
| Themes | Frequency | Sample quote |
|---|---|---|
| Limitation of technology | 254 | |
| If any major malfunction were to happen to the robots’ software or hardware, then the business would suffer from customers leaving and the maintenance pay of an IT employee | ||
| Cannot get special orders correct | ||
| Trying to explain to a robot exactly what you want could be problematic since they wouldn’t understand the nuances | ||
| The food probably wouldn’t be as good because it lacks the human touch, and it’s hard to automate good food | ||
| Possible mistakes since it is programmed, it could be worse than a human error | ||
| Expensive to maintain | ||
| If electricity/power goes out can’t use it | ||
| Unemployment | 175 | It will take a lot of jobs for us humans |
| Downgrade customer experience | 87 | |
| Their inability to feel and interact with human | ||
| Scare customers | ||
| The older generation wouldn’t want to interact with robots | ||
| None | 44 | There is no possible problem |
| Everything | 21 | Everything. Literally everything |
| Not sure | 18 | I don’t know |
| Social concerns | 12 | We are making humans useless for no reason |
Source(s): Authors’ own work
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