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Exploring the Acceptance of Social Robots in Public Spaces: Industrial Exploring the acceptance of social robots in Public Spaces: A user-centred approach Model Manuel Mirante Granate Thesis to obtain the Master of Science Degree in Industrial Engineering and Management Supervisors: Prof. Carlos Manuel Ferreira Monteiro Prof. Carlos Baptista Cardeira Examination Committee Chairperson: Prof. Miguel Simões Torres Preto Supervisor: Prof. Carlos Manuel Ferreira Monteiro Member of Committee: Prof. João Agostinho de Oliveira Soares November 2019 Abstract Over the last years, the technological progresses achieved in Artificial Intelligence (AI) and in other technologies such as sensors, batteries, processors, cloud-based systems and the Internet of Things (IoT), have given the field of robotics the necessary tools to develop and deploy social robots. Social robots are designed to work, cooperate and socially interact with humans, and are expected to become ubiquitous in our society.Notwithstanding, the mere presence of these systems does not increase people’s acceptance and willingness to interact. Thus, it is necessary to perform user-centred studies that evaluate the factors that influence user acceptance of social robots, to understand the attitudes and perceptions potential users have towards social robots, better meeting their expectations and needs. This study aims to propose a social robot acceptance model in public places. The proposed model is an extended version of the UTAUT2 and was tested using PLS-SEM. Results showed that the main determinants of the intention to use social robots in public spaces are performance expectancy and hedonic motivation, meaning the usefulness of the robot and the fun-related experience directly affect the acceptance of these systems in public spaces. Also, the moderating effects of age, gender and experience were evaluated with Multi-Group Analysis and no statistically significant differences between path coefficients were found. This way, by understanding the factors that influence the acceptance of social robots by potential users, in these environments, this study pushes the field of social robotics forward and contributes with guidelines and implications to future developers. Keywords: social robot acceptance model, user-centred product development, public spaces, PLS-SEM. I Resumo Ao longo dos últimos anos, os progressos alcançados em Inteligência Artificial (AI), sensores, processadores, sistemas de cloud e Internet of things (IoT), levaram ao desenvolvimento e implementação de robôs sociais. Estes robôs são desenvolvidos para trabalhar, cooperar e interagir socialmente com seres humanos. É esperado que estes se tornem omnipresentes na nossa sociedade; não obstante, a mera presença destes sistemas não aumenta a sua aceitação, nem a vontade de interagir com os mesmos. É por isso necessário realizar estudos centrados no utilizador que avaliem os fatores influenciadores da aceitação de robôs sociais, para entender as suas atitudes e perceções, de modo cumprir com expectativas e necessidades. Este estudo propõe um modelo de aceitação de robôs sociais em espaços públicos. Este modelo é uma versão estendida do UTAUT2 e foi testado usando PLS-SEM. Os resultados mostraram que os principais determinantes da intenção de usar robôs sociais em espaços públicos são a expectativa de desempenho e a motivação hedónica, o que significa que a utilidade do robô e a diversão associada à interação afetam diretamente a aceitação destes sistemas em espaços públicos. Além disso, os efeitos moderadores da idade, sexo e experiência também foram avaliados com análise multi-grupo (Multi-Group Analysis) e não foram encontradas diferenças estatisticamente significativas entre os coeficientes de percurso (path coefficients). Desta forma, ao entender os fatores que influenciam a aceitação destes robôs por potenciais utilizadores nestes ambientes, este estudo impulsiona o ramo da robótica social e contribui com diretrizes e implicações para o desenvolvimento de futuros robôs sociais. Palavras-Chave: Modelo de aceitação de robôs sociais, desenvolvimento de produto centrado no utilizador, espaços públicos, PLS-SEM. II Acknowledgements I would like to share my deepest and sincere appreciation to all the individuals that, by any means, contributed, supported and helped me accomplish this important milestone. First, I would like to thank my supervisors, Prof. Carlos Manuel Ferreira Monteiro and Prof. Carlos Baptista Cardeira for all commitment, time and patience that they had to put in during this period and the trust that was deposited in me. Most importantly, I would like to express my honest gratitude to Prof. Carlos Manuel Ferreira Monteiro, for his availability, dedication, encouragement and interest in the work developed during all this process. I am grateful for all the recommendations and explanations, which highly contributed towards the improvement of this research. Without his guidance and perseverance, this dissertation would not have been possible. Moreover, I would like to thank all the participants in this study, who have put time and effort to answer online questionnaire, without them no results could have been gathered. Also, I would like to thank all my friends, for all the support and motivation they gave me during this period. Special thanks to my colleague Luísa Lubomirska, who took the time to read and provide improvements to this document. Furthermore, I would like to share my gratitude to my family, for all the support they gave and for patience had, specially my parents, who have given me the opportunity to ingress in this Masters and to follow the educational background I desired. To my three brothers, who have given me many advices throughout this period and to my grandmother, who has given me great motivation for the accomplishment of this document. In addition, I would like to thank my girlfriend, Luísa Teixeira Pinto for all the support she gave me, in the best and in the worst moments. For all the patience she had, for always encouraging and trying to give me motivation and for all the help that she provided, being available to help me with anything, including in reviewing the entire document thoroughly and providing many helpful recommendations, for the improvement of this document. Last but not least, I would like to thank Instituto Superior Técnico, for all the knowledge that was provided to me, and for giving me this opportunity to give something back, and share this research. III Table of Contents Abstract ......................................................................................................................... I Resumo ........................................................................................................................ II Acknowledgements ...................................................................................................... III Table of Contents ........................................................................................................ IV List of Figures .............................................................................................................. VI List of Tables ............................................................................................................. VIII List of Abbreviations ..................................................................................................... X 1. Introduction ............................................................................................................... 1 1.1. Problem Context and Motivation ........................................................................................ 1 1.2. Dissertation Goals .............................................................................................................. 2 1.3. Dissertation Structure ......................................................................................................... 2 2. Literature Review ...................................................................................................... 3 2.1. Background ........................................................................................................................ 3 2.1.1. Brief History of Robotics .............................................................................................. 4 2.1.2. The Market of Robotics: Industrial and Service Robotics ........................................... 6 2.1.3. Background Summary ................................................................................................. 9 2.2. The Social Robot .............................................................................................................. 10 2.2.1. Defining Social Robot ................................................................................................ 10 2.2.2. Social Robot Application Fields ................................................................................ 11 2.2.3. Social robot review Summary .................................................................................. 20 2.3. Towards the Acceptance of Social Robots ...................................................................... 21 2.3.1. Acceptance of Prior Technology ............................................................................... 21 2.3.2. Social Robot Acceptance Studies ............................................................................. 25 2.3.3. Review of acceptance studies Summary .................................................................. 32 2.4. Literature Review Conclusions ........................................................................................
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