{"id":"https://openalex.org/W4388623938","doi":"https://doi.org/10.1109/ro-man57019.2023.10309634","title":"A Study on Customer\u2019s Perception of Robot Nonverbal Communication Skills in a Service Environment","display_name":"A Study on Customer\u2019s Perception of Robot Nonverbal Communication Skills in a Service Environment","publication_year":2023,"publication_date":"2023-08-28","ids":{"openalex":"https://openalex.org/W4388623938","doi":"https://doi.org/10.1109/ro-man57019.2023.10309634"},"language":"en","primary_location":{"id":"doi:10.1109/ro-man57019.2023.10309634","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ro-man57019.2023.10309634","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN)","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5021017165","display_name":"Nguyen Tan Viet Tuyen","orcid":"https://orcid.org/0000-0001-8000-6485"},"institutions":[{"id":"https://openalex.org/I183935753","display_name":"King's College London","ror":"https://ror.org/0220mzb33","country_code":"GB","type":"education","lineage":["https://openalex.org/I124357947","https://openalex.org/I183935753"]},{"id":"https://openalex.org/I4210119896","display_name":"King's College School","ror":"https://ror.org/02bbqcn27","country_code":"GB","type":"education","lineage":["https://openalex.org/I4210119896"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Nguyen Tan Viet Tuyen","raw_affiliation_strings":["Centre for Robotics Research,Department of Engineering,London,United Kingdom","Department of Engineering, Centre for Robotics Research, London, United Kingdom","King's Business School, King's College London, London, United Kingdom"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Centre for Robotics Research,Department of Engineering,London,United Kingdom","institution_ids":[]},{"raw_affiliation_string":"Department of Engineering, Centre for Robotics Research, London, United Kingdom","institution_ids":[]},{"raw_affiliation_string":"King's Business School, King's College London, London, United Kingdom","institution_ids":["https://openalex.org/I183935753","https://openalex.org/I4210119896"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5078997635","display_name":"Shintaro Okazaki","orcid":"https://orcid.org/0000-0003-4190-0614"},"institutions":[{"id":"https://openalex.org/I183935753","display_name":"King's College London","ror":"https://ror.org/0220mzb33","country_code":"GB","type":"education","lineage":["https://openalex.org/I124357947","https://openalex.org/I183935753"]},{"id":"https://openalex.org/I4210119896","display_name":"King's College School","ror":"https://ror.org/02bbqcn27","country_code":"GB","type":"education","lineage":["https://openalex.org/I4210119896"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Shintaro Okazaki","raw_affiliation_strings":["Centre for Robotics Research,Department of Engineering,London,United Kingdom","Department of Engineering, Centre for Robotics Research, London, United Kingdom","King's Business School, King's College London, London, United Kingdom"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Centre for Robotics Research,Department of Engineering,London,United Kingdom","institution_ids":[]},{"raw_affiliation_string":"Department of Engineering, Centre for Robotics Research, London, United Kingdom","institution_ids":[]},{"raw_affiliation_string":"King's Business School, King's College London, London, United Kingdom","institution_ids":["https://openalex.org/I183935753","https://openalex.org/I4210119896"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5059459055","display_name":"Oya \u00c7eliktutan","orcid":"https://orcid.org/0000-0002-7213-6359"},"institutions":[{"id":"https://openalex.org/I183935753","display_name":"King's College London","ror":"https://ror.org/0220mzb33","country_code":"GB","type":"education","lineage":["https://openalex.org/I124357947","https://openalex.org/I183935753"]},{"id":"https://openalex.org/I4210119896","display_name":"King's College School","ror":"https://ror.org/02bbqcn27","country_code":"GB","type":"education","lineage":["https://openalex.org/I4210119896"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Oya Celiktutan","raw_affiliation_strings":["Centre for Robotics Research,Department of Engineering,London,United Kingdom","Department of Engineering, Centre for Robotics Research, London, United Kingdom","King's Business School, King's College London, London, United Kingdom"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Centre for Robotics Research,Department of Engineering,London,United Kingdom","institution_ids":[]},{"raw_affiliation_string":"Department of Engineering, Centre for Robotics Research, London, United Kingdom","institution_ids":[]},{"raw_affiliation_string":"King's Business School, King's College London, London, United Kingdom","institution_ids":["https://openalex.org/I183935753","https://openalex.org/I4210119896"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"301","last_page":"306"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10709","display_name":"Social Robot Interaction and HRI","score":0.9932000041007996,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13565","display_name":"Education and Learning Interventions","score":0.9793000221252441,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/nonverbal-communication","display_name":"Nonverbal communication","score":0.7659510374069214},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.6277165412902832},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5565690398216248},{"id":"https://openalex.org/keywords/service-robot","display_name":"Service robot","score":0.5550746917724609},{"id":"https://openalex.org/keywords/robot","display_name":"Robot","score":0.524426281452179},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.481638103723526},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.44878247380256653},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4292707145214081},{"id":"https://openalex.org/keywords/multimedia","display_name":"Multimedia","score":0.3581443428993225},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.2903290390968323},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.20739805698394775},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.19509774446487427},{"id":"https://openalex.org/keywords/communication","display_name":"Communication","score":0.1553444266319275},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.07755360007286072}],"concepts":[{"id":"https://openalex.org/C145633318","wikidata":"https://www.wikidata.org/wiki/Q207125","display_name":"Nonverbal communication","level":2,"score":0.7659510374069214},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.6277165412902832},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5565690398216248},{"id":"https://openalex.org/C2776228582","wikidata":"https://www.wikidata.org/wiki/Q7455797","display_name":"Service robot","level":3,"score":0.5550746917724609},{"id":"https://openalex.org/C90509273","wikidata":"https://www.wikidata.org/wiki/Q11012","display_name":"Robot","level":2,"score":0.524426281452179},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.481638103723526},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.44878247380256653},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4292707145214081},{"id":"https://openalex.org/C49774154","wikidata":"https://www.wikidata.org/wiki/Q131765","display_name":"Multimedia","level":1,"score":0.3581443428993225},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.2903290390968323},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.20739805698394775},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.19509774446487427},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.1553444266319275},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.07755360007286072},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/ro-man57019.2023.10309634","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ro-man57019.2023.10309634","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality Education","score":0.6800000071525574,"id":"https://metadata.un.org/sdg/4"}],"awards":[{"id":"https://openalex.org/G3169447477","display_name":null,"funder_award_id":"EP/V010875/1","funder_id":"https://openalex.org/F4320334627","funder_display_name":"Engineering and Physical Sciences Research Council"}],"funders":[{"id":"https://openalex.org/F4320320006","display_name":"Royal Society","ror":"https://ror.org/03wnrjx87"},{"id":"https://openalex.org/F4320334627","display_name":"Engineering and Physical Sciences Research Council","ror":"https://ror.org/0439y7842"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":27,"referenced_works":["https://openalex.org/W1971715320","https://openalex.org/W1975374640","https://openalex.org/W2037881738","https://openalex.org/W2114340560","https://openalex.org/W2124717700","https://openalex.org/W2129692524","https://openalex.org/W2425121537","https://openalex.org/W2593626965","https://openalex.org/W2792019071","https://openalex.org/W2900271874","https://openalex.org/W2922298118","https://openalex.org/W2953624642","https://openalex.org/W2967443589","https://openalex.org/W2986302981","https://openalex.org/W3002310794","https://openalex.org/W3093885306","https://openalex.org/W3099073275","https://openalex.org/W3111208172","https://openalex.org/W3116709208","https://openalex.org/W3135735810","https://openalex.org/W3157885035","https://openalex.org/W3193926864","https://openalex.org/W4206953183","https://openalex.org/W4226345293","https://openalex.org/W4284966012","https://openalex.org/W4298128030","https://openalex.org/W4312360724"],"related_works":["https://openalex.org/W2391422698","https://openalex.org/W52595306","https://openalex.org/W2385209118","https://openalex.org/W4299362043","https://openalex.org/W1522611117","https://openalex.org/W4236235619","https://openalex.org/W2354814076","https://openalex.org/W2025208083","https://openalex.org/W2109596994","https://openalex.org/W4323870231"],"abstract_inverted_index":{"Nonverbal":[0],"communication":[1,64],"has":[2],"the":[3,26,42,48,60,76,79,122],"potential":[4],"to":[5,8,25,74,114],"enable":[6],"robots":[7],"interact":[9],"with":[10,98],"customers":[11],"in":[12,19,56,68,78,88],"service":[13,57],"environments":[14,58],"efficiently.":[15],"While":[16],"previous":[17],"efforts":[18],"this":[20,69],"domain":[21],"have":[22],"been":[23],"paid":[24],"understanding":[27,117],"of":[28,39,44,50,62,118],"customers\u2019":[29,119],"interaction":[30,46],"experience":[31],"from":[32],"different":[33],"aspects,":[34],"there":[35],"is":[36,96,102],"a":[37,83,89],"lack":[38],"studies":[40],"on":[41,109],"configuration":[43],"multimodal":[45,84],"(i.e.,":[47],"combination":[49],"nonverbal":[51,63,124],"gestures,":[52],"voice,":[53],"and":[54,59,111],"touch)":[55],"effect":[61],"styles":[65],"when":[66],"performed":[67],"setting.":[70,92],"This":[71],"paper":[72],"aims":[73],"address":[75],"gap":[77],"literature":[80],"by":[81,104],"introducing":[82],"HRI":[85],"framework":[86],"operated":[87],"cafe":[90],"shop":[91],"A":[93],"systematic":[94],"study":[95],"conducted":[97],"171":[99],"customers.":[100],"It":[101],"followed":[103],"an":[105,116],"in-depth":[106],"analysis":[107],"based":[108],"objective":[110],"subjective":[112],"measurements":[113],"build":[115],"attitudes":[120],"towards":[121],"robot\u2019s":[123],"behaviours.":[125]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":4}],"updated_date":"2026-07-28T07:46:37.118299","created_date":"2025-10-10T00:00:00"}
