Despite growing interest in robots’ vocal cues in human-robot interactions, there are few studies on robots’ voice pitch. Drawing upon cue consistency theory and social exchange theory, we explore the interaction effect of the voice pitch and communication style of robot receptionists on customer value cocreation intention in hospitality contexts. Through two experiments, we demonstrate that when a robot receptionist uses a task-oriented communication style, a low-pitched voice is more likely to enhance customers’ intention to cocreate value with the robot. Conversely, when a robot receptionist uses a social-oriented communication style, a high-pitched voice elicits higher value cocreation intention. Perceived social support also mediates the impact of the interaction between voice pitch and communication style on value cocreation intention. These findings enrich theoretical research on voice pitch and value cocreation in human-robot interactions and have beneficial implications for designing the voice interaction systems of robot receptionists.

中文翻译：

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声音的力量！机器人接待员的音调和沟通方式对顾客价值共创意愿的影响


尽管人们对机器人在人机交互中的声音提示越来越感兴趣，但对机器人音调的研究却很少。借鉴线索一致性理论和社会交换理论，我们探讨了机器人接待员的音高和沟通方式对酒店环境中顾客价值共创意图的交互影响。通过两个实验，我们证明，当机器人接待员使用面向任务的沟通方式时，低音调更有可能增强顾客与机器人共同创造价值的意图。相反，当机器人接待员使用面向社交的沟通方式时，高亢的声音会引发更高的价值共创意图。感知社会支持还调节音调和沟通方式之间的相互作用对价值共创意图的影响。这些发现丰富了人机交互中语音音高和价值共创的理论研究，并对机器人接待员语音交互系统的设计具有有益的影响。