[{"doi":"https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18","user_id":"83781","type":"book_chapter","date_updated":"2026-05-27T11:50:56Z","series_title":"Forum Dienstleistungsmanagement","date_created":"2026-05-26T17:45:49Z","abstract":[{"text":"Based on 20 personal in-depth interviews, we developed the Service Robot Embarrassment Perception Framework (SR-EPF). We identify different sources for embarrassment in the service encounter. Furthermore, the framework discusses the role of anonymity, discretion, privacy, feelings and mind and interpersonal for different types of AI and which coping customers apply reduce the feeling of embarrassment.","lang":"eng"}],"publisher":"Springer Gabler","editor":[{"full_name":"Bruhn, Manfred","last_name":"Bruhn","first_name":"Manfred"},{"last_name":"Hadwich","first_name":"Karsten","full_name":"Hadwich, Karsten"}],"author":[{"first_name":"Stefanie","last_name":"Paluch","full_name":"Paluch, Stefanie"},{"full_name":"Wittkop, Thomas","last_name":"Wittkop","first_name":"Thomas","id":"61636"}],"title":"Do You Care What Robots Think? – Embarrassing Encounters with Service Robots","language":[{"iso":"eng"}],"department":[{"_id":"DEP3019"}],"year":"2021","publication":" Künstliche Intelligenz im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen","keyword":["ELISPOT","Expression Systems","Social Phobia","Social Perception","Social Robotics","Special Purpose and Application-Based Systems","Human-Robot Interaction in Assistive Technologies"],"_id":"13791","publication_identifier":{"eisbn":["978-3-658-34326-2"],"isbn":["978-3-658-34325-5"]},"citation":{"ama":"Paluch S, Wittkop T. Do You Care What Robots Think? – Embarrassing Encounters with Service Robots. In: Bruhn M, Hadwich K, eds. <i> Künstliche Intelligenz Im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen</i>. Forum Dienstleistungsmanagement. Springer Gabler; 2021:445-469. doi:<a href=\"https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18\">https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18</a>","ieee":"S. Paluch and T. Wittkop, “Do You Care What Robots Think? – Embarrassing Encounters with Service Robots,” in <i> Künstliche Intelligenz im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen</i>, M. Bruhn and K. Hadwich, Eds. Wiesbaden: Springer Gabler, 2021, pp. 445–469. doi: <a href=\"https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18\">https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18</a>.","ufg":"<b>Paluch, Stefanie/Wittkop, Thomas</b>: Do You Care What Robots Think? – Embarrassing Encounters with Service Robots, in: <i>Bruhn, Manfred/Hadwich, Karsten (Hgg.)</i>:  Künstliche Intelligenz im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen, Wiesbaden 2021 (Forum Dienstleistungsmanagement),  S. 445–469.","bjps":"<b>Paluch S and Wittkop T</b> (2021) Do You Care What Robots Think? – Embarrassing Encounters with Service Robots. In Bruhn M and Hadwich K (eds), <i> Künstliche Intelligenz Im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen</i>. Wiesbaden: Springer Gabler, pp. 445–469.","apa":"Paluch, S., &#38; Wittkop, T. (2021). Do You Care What Robots Think? – Embarrassing Encounters with Service Robots. In M. Bruhn &#38; K. Hadwich (Eds.), <i> Künstliche Intelligenz im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen</i> (pp. 445–469). Springer Gabler. <a href=\"https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18\">https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18</a>","van":"Paluch S, Wittkop T. Do You Care What Robots Think? – Embarrassing Encounters with Service Robots. In: Bruhn M, Hadwich K, editors.  Künstliche Intelligenz im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen. Wiesbaden: Springer Gabler; 2021. p. 445–69. (Forum Dienstleistungsmanagement).","mla":"Paluch, Stefanie, and Thomas Wittkop. “Do You Care What Robots Think? – Embarrassing Encounters with Service Robots.” <i> Künstliche Intelligenz Im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen</i>, edited by Manfred Bruhn and Karsten Hadwich, Springer Gabler, 2021, pp. 445–69, <a href=\"https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18\">https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18</a>.","chicago":"Paluch, Stefanie, and Thomas Wittkop. “Do You Care What Robots Think? – Embarrassing Encounters with Service Robots.” In <i> Künstliche Intelligenz Im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen</i>, edited by Manfred Bruhn and Karsten Hadwich, 445–69. Forum Dienstleistungsmanagement. Wiesbaden: Springer Gabler, 2021. <a href=\"https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18\">https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18</a>.","short":"S. Paluch, T. Wittkop, in: M. Bruhn, K. Hadwich (Eds.),  Künstliche Intelligenz Im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen, Springer Gabler, Wiesbaden, 2021, pp. 445–469.","chicago-de":"Paluch, Stefanie und Thomas Wittkop. 2021. Do You Care What Robots Think? – Embarrassing Encounters with Service Robots. In: <i> Künstliche Intelligenz im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen</i>, hg. von Manfred Bruhn und Karsten Hadwich, 445–469. Forum Dienstleistungsmanagement. Wiesbaden: Springer Gabler. doi:<a href=\"https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18\">https://link.springer.com/chapter/10.1007/978-3-658-34326-2_18</a>, .","havard":"S. Paluch, T. Wittkop, Do You Care What Robots Think? – Embarrassing Encounters with Service Robots, in: M. Bruhn, K. Hadwich (Eds.),  Künstliche Intelligenz Im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen, Springer Gabler, Wiesbaden, 2021: pp. 445–469.","din1505-2-1":"<span style=\"font-variant:small-caps;\">Paluch, Stefanie</span> ; <span style=\"font-variant:small-caps;\">Wittkop, Thomas</span>: Do You Care What Robots Think? – Embarrassing Encounters with Service Robots. In: <span style=\"font-variant:small-caps;\">Bruhn, M.</span> ; <span style=\"font-variant:small-caps;\">Hadwich, K.</span> (Hrsg.): <i> Künstliche Intelligenz im Dienstleistungsmanagement  Band 2: Einsatzfelder – Akzeptanz – Kundeninteraktionen</i>, <i>Forum Dienstleistungsmanagement</i>. Wiesbaden : Springer Gabler, 2021, S. 445–469"},"page":"445–469","status":"public","place":"Wiesbaden","publication_status":"published"}]