Eliza in the uncanny valley : anthropomorphizing consumer robots increases their perceived warmth but decreases liking
Consumer robots are predicted to be employed in a variety of customer-facing situations. As these robots are designed to look and behave like humans, consumers attribute human traits to them—a phenomenon known as the “Eliza Effect.” In four experiments, we show that the anthropomorphism of a consume...
| Main Authors: | , , |
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| Other Authors: | |
| Format: | Journal Article |
| Language: | English |
| Published: |
2021
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| Online Access: | https://hdl.handle.net/10356/151337 |
| _version_ | 1811689374485577728 |
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| author | Kim, Seo Young Schmitt, Bernd H. Thalmann, Nadia Magnenat |
| author2 | Institute for Media Innovation (IMI) |
| author_facet | Institute for Media Innovation (IMI) Kim, Seo Young Schmitt, Bernd H. Thalmann, Nadia Magnenat |
| author_sort | Kim, Seo Young |
| collection | NTU |
| description | Consumer robots are predicted to be employed in a variety of customer-facing situations. As these robots are designed to look and behave like humans, consumers attribute human traits to them—a phenomenon known as the “Eliza Effect.” In four experiments, we show that the anthropomorphism of a consumer robot increases psychological warmth but decreases attitudes, due to uncanniness. Competence judgments are much less affected and not subject to a decrease in attitudes. The current research contributes to research on artificial intelligence, anthropomorphism, and the uncanny valley phenomenon. We suggest to managers that they need to make sure that the appearances and behaviors of robots are not too human-like to avoid negative attitudes toward robots. Moreover, managers and researchers should collaborate to determine the optimal level of anthropomorphism. |
| first_indexed | 2024-10-01T05:47:05Z |
| format | Journal Article |
| id | ntu-10356/151337 |
| institution | Nanyang Technological University |
| language | English |
| last_indexed | 2024-10-01T05:47:05Z |
| publishDate | 2021 |
| record_format | dspace |
| spelling | ntu-10356/1513372021-07-09T01:28:19Z Eliza in the uncanny valley : anthropomorphizing consumer robots increases their perceived warmth but decreases liking Kim, Seo Young Schmitt, Bernd H. Thalmann, Nadia Magnenat Institute for Media Innovation (IMI) Business::Industries and labor Anthropomorphism Consumer Robots Consumer robots are predicted to be employed in a variety of customer-facing situations. As these robots are designed to look and behave like humans, consumers attribute human traits to them—a phenomenon known as the “Eliza Effect.” In four experiments, we show that the anthropomorphism of a consumer robot increases psychological warmth but decreases attitudes, due to uncanniness. Competence judgments are much less affected and not subject to a decrease in attitudes. The current research contributes to research on artificial intelligence, anthropomorphism, and the uncanny valley phenomenon. We suggest to managers that they need to make sure that the appearances and behaviors of robots are not too human-like to avoid negative attitudes toward robots. Moreover, managers and researchers should collaborate to determine the optimal level of anthropomorphism. 2021-07-09T01:28:19Z 2021-07-09T01:28:19Z 2019 Journal Article Kim, S. Y., Schmitt, B. H. & Thalmann, N. M. (2019). Eliza in the uncanny valley : anthropomorphizing consumer robots increases their perceived warmth but decreases liking. Marketing Letters, 30(1), 1-12. https://dx.doi.org/10.1007/s11002-019-09485-9 0923-0645 0000-0002-5129-0912 https://hdl.handle.net/10356/151337 10.1007/s11002-019-09485-9 2-s2.0-85063050698 1 30 1 12 en Marketing Letters © 2019 Springer Science+Business Media, LLC, part of Springer Nature. All rights reserved. |
| spellingShingle | Business::Industries and labor Anthropomorphism Consumer Robots Kim, Seo Young Schmitt, Bernd H. Thalmann, Nadia Magnenat Eliza in the uncanny valley : anthropomorphizing consumer robots increases their perceived warmth but decreases liking |
| title | Eliza in the uncanny valley : anthropomorphizing consumer robots increases their perceived warmth but decreases liking |
| title_full | Eliza in the uncanny valley : anthropomorphizing consumer robots increases their perceived warmth but decreases liking |
| title_fullStr | Eliza in the uncanny valley : anthropomorphizing consumer robots increases their perceived warmth but decreases liking |
| title_full_unstemmed | Eliza in the uncanny valley : anthropomorphizing consumer robots increases their perceived warmth but decreases liking |
| title_short | Eliza in the uncanny valley : anthropomorphizing consumer robots increases their perceived warmth but decreases liking |
| title_sort | eliza in the uncanny valley anthropomorphizing consumer robots increases their perceived warmth but decreases liking |
| topic | Business::Industries and labor Anthropomorphism Consumer Robots |
| url | https://hdl.handle.net/10356/151337 |
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