Acceptance of social robots in institutional reception services: findings from a focus group study using Temi

Abstract

The integration of social robots into service environments is gaining increasing attention, especially in contexts that combine efficiency demands with interpersonal interaction. This study explores the potential use of the social robot Temi in the reception area of a Swiss institutional service setting and examines how reception staff assess suitable applications, acceptance conditions, and implementation-related concerns. Guided by the Service Robot Acceptance Model (sRAM), the study draws on an exploratory qualitative focus group with five reception staff members, complemented by reflection tasks, a live robot demonstration, and a final ranking exercise. Data was analyzed using qualitative content analysis.The findings show that reception work is valued primarily for its social and relational qualities, whereas repetitive information requests, routine technical questions, and frequent interruptions are seen as burdensome. Temi was therefore seen mainly as a complementary support tool for standardized, repetitive, and high-frequency tasks, especially wayfinding, room information, Wi-Fi access, and simple first-level IT support. Acceptance depended on reliability, ease of use, and clear, context-appropriate communication. Participants also emphasized the importance of voice, appearance, and first impression, as Temi needed to appear both approachable and appropriate to the institutional setting. Concerns about job loss were minimal; instead, participants highlighted data protection, maintenance responsibilities, and effort-benefit considerations. Overall, Temi was seen as most acceptable when relieving staff of routine tasks while preserving meaningful human interaction