서빙 로봇의 식음료 매장 고객 접점을 고려한 비언어적 커뮤니케이션 프레임워크 연구

With the recent development of high-tech technologies such as information and communication technology and artificial intelligence, more and more robots, which were used in B2B fields such as manufacturing, have been expanded and introduced to B2C fields such as customer services. Among them, serving robots are being suggested as a way to solve problems such as labor, job shortages, and soaring wages in the restaurant industry due to the expansion of the non-face-to-face service market due to COVID-19 and the lifting of long-term social distancing. As serving robots are used in an environment close to humans, the importance of customer experience research is emerging, but research other than technology is insufficient due to the rapid growth of the serving robot market. As a result, the elements of interaction appearing in the serving robot appeared in indiscriminate and various forms. Therefore, this researcher conducted a study based on non-verbal communication that has a major influence on the customer's experience in the existing restaurant industry environment. To this end, the impact of nonverbal communication was examined, and the elements of nonverbal communication appeared in the serving robot were derived and summarized through customer contact points in the environment where the serving robot is used, case analysis and status of the serving robot, expert interview, and field survey. After that, the impact of non-verbal communication of serving robots at each customer contact point was divided into stages. Through this, we propose a nonverbal communication framework for serving robots. The proposal of nonverbal communication of serving robots and the initial stage of design development of serving robots are summarized so that it can be used as a consideration for interface design of serving robots.