Research & Publications

Robophobe or robophile? Four ways consumers respond to AI helpers

New research by Vignesh Yoganathan and colleagues identifies four distinct attitudes towards AI helpers: adore, abhor, ignore, and unsure. Understanding these consumer responses is key for businesses navigating the rise of service robots! More here.

Effects of automated social presence on social cognition and service implicationsDr Vignesh Yoganathan and colleagues publish new paper.

Robots are today a feature of frontline services in a diverse array of sectors, from hotels to hospitals and museums to monasteries. As the technology that powers the functionality of such robots developed over the years, the robots themselves have also become more humanlike by incorporating human facial features and other characteristics, such as personality. All this has made it more interesting, but also important, to study the reactions and perceptions of consumers when it comes to interacting with human-like robots. We tried to address these questions in a recently published , where we presented potential consumers with different scenarios involving humanlike robots servicing a hotel check-in desk. More here.

Tribune : « Des véhicules autonomes, pas si autonomes ? »Pour Victoria-Sophie Osburg (Montpellier Business School), Vignesh Yoganathan (Queen Mary University of London), Werner Kunz (Université de Ratisbonne) et Shlomo Tarba (Université de Birmingham), les utilisateurs ont encore besoin d’être rassurés par la supervision humaine, à bord ou à distance.

The implications of Covid-19 information overload and fatigue from social media during lockdownDr Vignesh Yoganathan and colleagues explores the implications of Covid-19 information overload and fatigue from social media during lockdown

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Key Publications

Yoganathan, V., Osburg, V. S., Fronzetti Colladon, A., Charles, V., & Toporowski, W. (2024). Societal Attitudes Toward Service Robots: Adore, Abhor, Ignore, or Unsure? Journal of Service Research. doi:10.1177/10946705241295841

Osburg, V. S., Yoganathan, V., Bartsch, F., Diallo, M. F., & Liu, H. (2024). How Sustainable Luxury Influences Product Value Perceptions and Behavioral Intentions: A Comparative Study of Emerging vs. Developed Markets. Journal of Business Ethics, 191(4), 713-738. doi:10.1007/s10551-024-05661-8

Osburg, V. S., Yoganathan, V., Kunz, W. H., & Tarba, S. (2022). Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services. Journal of Service Research, 25(4), 630-648. doi:10.1177/10946705221118233

McLeay, F., Osburg, V. S., Yoganathan, V., & Patterson, A. (2021). Replaced by a Robot: Service Implications in the Age of the Machine. Journal of Service Research, 24(1), 104-121. doi:10.1177/1094670520933354

Yoganathan, V., Osburg, V. S., H. Kunz, W., & Toporowski, W. (2021). Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications. Tourism Management, 85. doi:10.1016/j.tourman.2021.104309

Osburg, V. S., Davies, I., Yoganathan, V., & McLeay, F. (2021). Perspectives, Opportunities and Tensions in Ethical and Sustainable Luxury: Introduction to the Thematic Symposium. Journal of Business Ethics, 169(2), 201-210. doi:10.1007/s10551-020-04487-4

Osburg, V. S., Yoganathan, V., Bartikowski, B., Liu, H., & Strack, M. (2020). Effects of Ethical Certification and Ethical eWoM on Talent Attraction. Journal of Business Ethics, 164(3), 535-548. doi:10.1007/s10551-018-4018-8

Uchinaka, S., Yoganathan, V., & Osburg, V. S. (2019). Classifying residents’ roles as online place-ambassadors. Tourism Management, 71, 137-150. doi.org/10.1016/j.tourman.2018.10.008

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