Applying Self-Assessment Manikin (SAM) to Evaluate the Emotional Responses to the Service Robot Feature

Abstract

This study aims to examine the valence, arousal, and dominance associated with a participant's affective response to different waiter robots. We used a Self-Assessment Manikin (SAM) to assess emotional responses to these issues. SAM consists of a set of three pictorial scales, each representing a different affective dimension: valence, arousal, and dominance. In this study, SAM uses a pictorial representation of a human to evaluate the four types of waiter robots. The experiments were carried out through a questionnaire using Google Forms. Participants were shown video clips of four different types of waiter robots and then assessed to rate them using the SAM scale. The type 3 waiter robots were found that have the highest emotional responses across all three dimensions because they sounded interactive and user-friendly. Waiter robots can provide a sense of novelty and excitement for customers, which can create a positive emotional response. They can provide a unique and memorable customer experience, enhancing the overall dining experience. The results of this experiment will be helpful in the development of robots for service applications. © 2023 IEEE.