In this episode, we explore how people respond when service robots fail—and what those reactions reveal about our expectations. Drawing from recent research, we explore how the appearance and behavior of a robot, whether more human-like or machine-like, shapes our tolerance for errors. Interestingly, people tend to forgive human-like robots more, suggesting that familiarity and perceived emotion influence our judgment. The discussion raises important implications for service industries: should companies design robots to be more human or more machine? As robots increasingly assist in cafés, clinics, and customer service settings, this episode emphasizes the importance of matching design with context to manage user trust, minimize frustration, and enhance overall service experience.
This podcast is based on the following article:
Merdin-Uygur, E., & Ozturkcan, S. (2025). From cafés to clinics: Consumer attitudes toward human-like and machine-like service robot failures. International Journal of Hospitality Management, 131, 104319. https://doi.org/10.1016/j.ijhm.2025.104319