• Journal of Service Research and Studies
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• v.14 no.1
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• pp.1-12
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• 2024

As the service robot market grows among the food technology industry, the quality of robot service that affects consumer behavioral intentions in the restaurant industry has become important. Serving robots, which are common in restaurants, reduce employee work through order and delivery, but because they do not respond to service failures, they increase customer dissatisfaction as well as increase employee work. In order to improve the quality of service beyond the simple function of receiving and serving orders, functions of recovery effort, fairness, empathy, responsiveness, and certainty of the process after service failure, such as serving employees, are also required. Accordingly, we assumed the type of failure of restaurant serving service as two internal and external factors, and developed a serving robot with a vocational ethics module to respond with a professional ethical attitude when the restaurant serving service fails. At this time, the expression and action of the serving robot were developed by adding a failure mode reflecting failure recovery efforts and empathy to the normal service mode. And by recruiting college students, we tested whether the service robot's response to two types of service failures had a significant effect on evaluating the robot. Participants responded that they were more uncomfortable with service failures caused by other customers' mistakes than robot mistakes, and that the serving robot's professional ethical empathy and response were appropriate. In addition, unlike the robot's favorability, the evaluation of the safety of the robot had a significant difference depending on whether or not a professional ethical empathy module was installed. A professional ethical empathy response module for natural service failure recovery using generative artificial intelligence should be developed and mounted, and the domestic serving robot industry and market are expected to grow more rapidly if the Korean serving robot certification system is introduced.

• Proceedings of the Korea Information Processing Society Conference
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• 2021.11a
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• pp.1231-1234
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• 2021

본 연구는 사람을 완전히 대체할 수 있는 완성형 서빙 로봇에 한 걸음 더 나아가는 것이 목표이다. 현재 시중에 나온 서빙 로봇은 호출 및 주문받기 등의 부가적인 기능을 할 수 없어 사람을 완전히 대체할 수 없다. 이에 따라 서빙 로봇의 효율성이 부족하여 대부분의 식당에서의 서빙 로봇 이용성이 낮다는 문제점이 있다. 따라서 호출 벨을 통한 로봇 호출 기능, 로봇에 부착된 인터페이스를 활용한 주문 및 결제 시스템 그리고 LIDAR 와 IMU 센서를 이용한 자율주행 기술을 이용하여 로봇만으로 다양한 업무를 수행할 수 있는 결과물을 만드는 것이 목표이다.

• Proceedings of the Korean Society of Computer Information Conference
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• 2023.07a
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• pp.413-414
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• 2023

최근 비대면 서비스의 발전으로 서빙 로봇의 역할이 중요해졌다. 호텔, 리조트 등 높은 품질의 서비스를 요구하는 곳에서 서비스 질 향상을 위해 전문화된 인력을 필요로 하지만 개개인의 능력과 인력 부족으로 인해 소비자에게 제공되는 서비스의 질이 균일하지 못하거나 만족스럽지 못하다. 본 논문은 균일화된 높은 서비스를 제공하고 새로운 서비스를 경험할 수 있게 하는 '주문이 가능한 스마트 서빙 시스템 로봇'을 제안한다. 단순한 음식 운반이 아닌 소비자를 맞이하고 앱 인벤터를 통해 주문을 직접 받아 서버에 전송하여 카운터 및 주방에서 주문 목록을 확인할 수 있다. 또한 완성된 음식을 받아 운반하여 소비자의 테이블에 직접 제공하여 기존 서빙 로봇의 불편함을 보완하였다. 초음파 센서를 이용하여 장애물 발견 시 정지하여 안전한 구동이 가능하다. 스마트 서빙 시스템 로봇을 통해 인력 부족 문제를 해결할 수 있고, 인력을 고부가 가치 업무에 집중할 수 있어 서비스 로봇의 발전을 선도하고 식당뿐만 아니라 병원, 물류센터 등 다양한 분야에 적용 할 수 있을 것이다.

• Proceedings of the Korean Society of Computer Information Conference
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• 2022.07a
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• pp.649-650
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• 2022

간병 서비스를 제공하는 데에 있어 가장 중요한 것은 간병인의 스트레스 관리 및 체력 관리이다. 그러나 요양 시설의 수요 증가량에 비해 간병인의 공급량은 줄어들고 있으며 고령화로 인해 노인이 노인을 간병하는 노노간병 사례가 증가하고 있다. 1인당 부양하는 환자 수의 증가와 간병인의 연령이 평균적으로 높아지면서 간병 스트레스 및 간병 살인 문제가 빈번하게 발생하고 있다. 본 논문에서는 환자의 EEG를 실시간으로 분석해 환자에게 필요한 것을 전달해주는 서빙로봇 간병서비스 개발 내용에 대해 기술하고 있다. 이 시스템을 통해 장시간 노동에 따른 간병인의 간병 스트레스와 간병 부담을 덜어줄 수 있을 것으로 기대한다.

• Journal of the Korea Convergence Society
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• v.11 no.4
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• pp.17-25
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• 2020

This study focuses on the analysis of the service process and interaction mode of the serving robot used in the restaurant, Through user research, shadowing research and indepth interviews with customers and catering service personnel, this paper analyzes the contact points between catering service machines, people and users, constructs user journey map to understand users' expectations. In addition to the delivery service that can be allocated to the machine and people, the blueprint construction of ordering, reception and table cleaning services can also included in the service process. The final proposal is to improve the existing machine human interface and design a new service scheme.

• Proceedings of the Korea Information Processing Society Conference
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• 2020.11a
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• pp.945-948
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• 2020

최근 코로나 사태로 인하여 한국에서는 사람 간에 거리를 두는 사회적 거리 두기와 생활 속 거리두기를 시행하고 있다. 또 식당에서의 지출 중 가장 큰 비율을 차지하고 있다. 인건비를 절감하기 위해 본 연구는 2D Lidar 센서를 사용하여 식당에서의 사람과의 접촉이 가장 큰 서빙의 역할을 로봇이 직접 하는 것을 목표로 하였다. Lidar 센서를 이용해서 SLAM을 구현하였고 안드로이드 앱을 사용하여 주문 결제를, Four Bar Linkage를 사용하여 음식 전달 부분을 구현하였다.

• The Journal of the Korea Contents Association
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• v.22 no.4
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• pp.13-27
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• 2022

This study focused on the role of service robots as employees, and examined how robot services affect customer behavior compared to human employees in service success and failure situations. The three experiments were performed on barista robot, serving robot, and chef robot. The results of this study are as follows. First, in the case of service success, customers showed similar intentions for revisit regardless of employee type. On the other hand, in the case of service failure, the revisit intention was found to be more negative than that of the human employee when the service was received from the robot employee. The reason for this was found to be that customers had lower expectations for the capabilities of service robots compared to humans. Finally, customers perceive that robot services are more stable than human services.

• Journal of Korea Society of Digital Industry and Information Management
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• v.20 no.1
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• pp.47-58
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• 2024

The serving robot is defined as a robot that carries cooked food to a customer table or collects and carries bowls after eating. This study presented a research model to find out the causal relationship between customer satisfaction and continuous use intention through the three factors of serving robot service quality. In addition, in order to empirically verify the above research model, a survey was conducted on customers using serving robots within the last 5 months. 300 copies were analyzed using SPSS 20 as the final analysis, excluding unfaithful responses. The main findings of this study are as follows. First, serving robot service quality (typical) found to have significant effect on customer satisfaction and continuous use intention. Second, it was found that serving robot service quality (reliability) had a significant effect on customer satisfaction and continuous use intention. Third, it was found that serving robot service quality (ease) did not significantly affect customer satisfaction and continuous use intention.

• Proceedings of the Korea Information Processing Society Conference
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• 2021.11a
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• pp.1176-1179
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• 2021

최근 서빙 로봇과 AGV(Auto Guided Vehicle) 등 다양한 산업 분야의 무인으로 동작하는 수단에 대한 관심이 점점 커지고 있다. 이러한 수단이 요구되는 곳 중 하나는 공항이다. 이에 본 논문에서는 사용자의 뒤를 따라다니거나 목표 지점으로 사용자를 안내하며 무게 측정 기능을 통해 사용자의 짐의 도난을 방지하고, 사용 이후 자동으로 복귀하는 스마트 캐리어를 구성하여 많은 사람이 공항을 편리하게 이용하고자 한다.

• Journal of the Korea Society of Computer and Information
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• v.26 no.10
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• pp.109-116
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• 2021

In this paper, we propose the educational model for a convergence minor by fusing culinary arts with robot technology to develop coding ability for the students in the culinary arts major which is not originally related to software field. It is meaningful that the educational model follows the trend along the development of the fourth industrial revolution technology and has the function to make the students who are not in software major grow as software experts. However there are difficulties in designing the convergence minor because the culinary arts major is distant to the robot technology in the view of technology. To overcome this difficulty the convergence minor is designed to attract the interest for the students in culinary arts major by construct educational subjects systematically such as cooking, dessert making, barista working, autonomous serving and so on based on robots. Also the practices in which various robots are utilized are included in the convergence minor to develop actual coding ability. By comparison to the other models of convergence minors, the proposed model shows enhanced educational effects in 20% than the others.