You are on page 1of 23

‫المراجع‬

178

‫المراجع‬
: ‫ المراجع باللغة العربية‬: ‫اوال‬
، ‫ رسالة دكتوراة‬، ‫ تصميم الخدمة في ضوء تكنولوجياـ الواقع المختلط‬،)2021( ،‫عمر بن عبد العزيز حـسن مخلص‬ .1
.91‫ص‬،‫ جامعة حلوان‬،‫ كلية الفنون التطبيقية‬،‫قسم التصميم الصناعي‬
‫ كليــة‬،‫ رسالة دكتوراه‬،‫ استراتيجية تصميم وبناء المجموعات الروبوتية لمرحلة المراهقة‬،)2019( ‫مصطفي محمود‬ .2
.‫الفنون التطبيقية جامعة حلوان‬
‫ كليــة الفنــون‬،‫رسـالة ماجيســتير‬، ‫ العالقة بين مفهوم الثقافة واالســتجابة الوجدانيـة للمســتخدم‬،)2018( ‫تامر يوسف‬ .3
. ‫التطبيقية جامعة حلوان‬
‫ قسم‬، ‫ رسالة ماجستير‬، " ‫)"ـ لغة المنتج ودورها فى توظيف النموذج العقلى للمستخدم‬2017 (‫نرمين محمد حمدي‬ .4
. ‫ جامعة حلوان‬، ‫ كلية الفنون التطبيقية‬، ‫التصميم الصناعي‬
، ‫قسم التصميم الصناعي‬، ‫رسالة ماجيستير‬، ")‫ االساليب‬-‫) "تصميم الخدمة (التعليم–المنهج‬2014 ( ‫أالء عماد محمد‬ .5
.‫ جامعة حلوان‬، ‫كلية الفنون التطبيقية‬
‫ـقسـم‬،‫)"االستعمالية كمدخل للتصميم في مجال التصــميم الصــناعي " رســاله ماجيســتير‬2010 ( ‫تامر محمد يوسف‬ .6
‫ جامعة حلوان‬،‫التصميم الصناعي كلية الفنون التطبيقية‬

‫ثانيا المراجع باللغة االنجليزية‬


1. Amelia , Christine Mathies, Paul G. Patterson (31 August 2021- 28 February
2022) ,Customer acceptance of frontline service robots in retail banking: A qualitative
approach ,Journal of Service Management,pp 321-337
https://www.emerald.com/insight/content/doi/10.1108/JOSM-10-2020-0374/full/html
2. Abrahamsson, P., Salo, O., Ronkainen, J., & Warsta, J. (2017). Agile software
development methods: Review and analysis. Espoo, Finland: VTT.
https://cris.vtt.fi/en/publications/agile-software-development-methods-review-and-
analysis
3. Alaa Khamis,, Jun Meng, Jin Wang, Ahmad Taher Azar,Edson Prestes, Howard
Li,Ibrahim A. Hameed, Arp ´ ad´Takacs ´, Imre J. Rudas, and Tamas Haidegger (5,
2021), Acta Polytechnica Hungarica ,Robotics and Intelligent Systems Against a
Pandemic ,pp23
file:///C:/Users/VISTAA/Downloads/Khamis_Meng_Wang_Azar_Prestes_Li_Hameed_
Takacs_Rudas_Haidegger_112.pdf
4. All about UX. User Experience Definitions. Retrieved 25.3.2016.
http://www.allaboutux.org/ux-definitions& https://www.interaction-
design.org/literature/book/the-glossary-of-human-computer-interaction/user-
experience-ux
5. Allen, J. F., Byron, D. K., Dzikovska, M., Ferguson, G., Galescu, L., & Stent, A.
(2001). Toward conversational human-computer interaction. AI Magazine, 22(4), 27.
6. Arafa, Y., & Mamdani, A. (2000). Virtual personal service assistants: Towards real-
time characters with artificial hearts. In Proceedings of the 5th international conference
on Intelligent user interfaces (pp. 9-12). Association for Computing Machinery, ACM.
7. Bevan, N. (2009) “What is the difference between the purpose of us ability and User
eXperience evaluation methods?”. In UXEM'09 Workshop, INTERACT 2009,
Sweden. ,PP2997
‫المراجع‬
179

8. Booms, B. H., & Bitner, M. J., (1981), “Marketing Strategies and organisation
structures for service firms” in Donnelly, J. and George, W. (Eds) Marketing of
Services, American Marketing Association, Chicago:IL pp 45-51
9. Brandtzaeg, P. B., & Følstad, A. (2018). Chatbots: Changing user needs and
motivations. Interactions, 25(5), 38–43
10. Brian Fynes& Ann Marie Lally ,University College Dublin ,Ireland ,(2008),Innovation
in Services: From Service Concepts to Service Experiences, In book: Service Science,
Management and Engineering Education for the 21st Century,P331
https://link.springer.com/content/pdf/10.1007/978-0-387-76578-5.pdf
11. Bartneck, C., Belpaeme, T., Eyssel, F., Kanda, T., Keijsers, M., and Šabanović, S.
(2020). Human-robot Interaction: An Introduction. Cambridge University Press.pp6-
11https://www.human-robot-interaction.org/wp-content/uploads/2019/08/human-robot-
interaction-an-introduction-web.pdf
12. Bartneck, C., Croft, E., Kulic, D. & Zoghbi, S. (2009). Measurement instruments for the
anthropomorphism, animacy, likeability, perceived intelligence, and perceived safety of
robots. International Journal of Social Robotics, 1(1) pp71-81. | DOI: 10.1007/s12369-
008-0001-3,pp71-81 &The Godspeed Questionnaire Series
https://www.bartneck.de/2008/03/11/the-godspeed-questionnaire-series/
13. Bartneck, C., Kulić, D., Croft, E., and Zoghbi, S. (2009). Measurement Instruments for
the Anthropomorphism, Animacy, Likeability, Perceived Intelligence, and Perceived
Safety of Robots. Int. J. Soc. Robotics 1 (1),PP71- 81
https://link.springer.com/article/10.1007/s12369-008-0001-3
14. Bartneck, C., & Forlizzi, J. (2004). A Design-Centred Framework for Social Human-
Robot Interaction.Proceedings of the Ro-Man2004, Kurashiki pp. 591-
594.https://www.bartneck.de/publications/2004/designCentredFrameworkForSocialHRI
/bartneckForlizziROMAN2004.pdf
15. M. R. Banaji, C. Hardin, A. J. Rothman, (1993)Implicit stereotyping in person
judgment, Journal of Personality and Social Psychology, 1993,pp 65(2), 272–281
16. Belanche, D., Casalo, L.V., Flavian, C. and Schepers, J. (2020), “Robots or frontline
employees?Exploring customers’ attributions of responsibility and stability after service
failure or success”, Journal of Service Management, Vol. 31 No. 2, pp. 267-289.
17. M. Blow, K. Dautenhahn, A. Appleby, C. L. Nehaniv, D. C. Lee (2006) ‘Perception of
Robot Smiles and Dimensions for Human-Robot Interaction Design’. 15th IEEE
International Symposium on Robot and Human Interactive Communication (RO-MAN
06), pages 469-474, Hatfield, UK.
18. Breazeal, C. (2003). Toward Sociable Robots. Robotics autonomous Syst. 42, PP3-4
https://web.media.mit.edu/~cynthiab/Papers/breazeal-RAS02.pdf
19. C. Breazeal (2002). ‘Designing Sociable Robots’. Cambridge, MA, USA MIT chapter1
https://doc.lagout.org/science/0_Computer%20Science/8_Electronics
%20%26%20Robotics/Designing%20Sociable%20Robots%20-%20Cynthia%20L
%20Breazeal.pdf
20. A. Bruce, I. Nourbakhsh, R. Simmons (2001). ‘The role of expres¬siveness and
attention in humanrobot interaction’, in Proc. AAAI Fall Symp. Emotional and Intel. II:
The Tangled Knot of Soc. Cog¬nition,pp1-5
http://www.cs.cmu.edu/~abruce/papers/bruce_icra2002.pdf
‫المراجع‬
180

21. British Design Council, service design case study & Thomke, S (2003). R&D Comes
to Services: Bank of America's Pathbreaking Experiments. Harvard Business Review,
81, 4,pp 70-79.http://www.designcouncil.org.uk/en/Case-Studies
22. Breckler SJ (1984) Empirical validation of affect, behavior, and cognition as distinct
components of attitude. J Pers Soc Psychol ,p47(6):1191 & Nomura T, Suzuki T
23. Bishop, L., van Maris, A., Dogramadzi, S., and Zook, N. (2019). Social Robots: The
Influence of Human and Robot Characteristics on Acceptance. Paladyn, J. Behav.
Robotics 10 (1) ,pp,346 ,358.
24. Burns, A. C. (2019). Examining the Impact of Luxury Brand's Social media Marketing
on Customer Engagement: Using Big Data Analytics and Natural Language Processing.
J. Business Res. 125,pp 815–826.
25. Buchanan, R. (2001). Design research and the new learning. Design Issues, 17(4),PP 3–
23.
26. Chew, Alton Ming Kai, et al. (2020). Digital health solutions for mental health
disorders during COVID-19. Frontiers in Psychiatry, . Examples of AI developed for
Covid in France.,pp 11, 898
27. Chiang, A.-H., and Trimi, S. (2020). Impacts of Service Robots on Service
Quality.Heidelberg; Service Business, pp1–21
28. Choi, Y., Choi, M., Oh, M., and Kim, S. (2020). Service Robots in
Hotels:Understanding the Service Quality Perceptions of Human-Robot Interaction. J.
ospitality Marketing Manage. 29 (6), pp613–635
29. Chefitz, M., Austin-Breneman, J., & Melville, N. (2018). Designing conversational
interfaces to reduce dissonance. In Proceedings of the 19th International ACM
SIGACCESS Conference on Computers and Accessibility (pp. 219–223). Association
for Computing Machinery, ACM
30. Clark, G., Johnston, R., and Shulver, M., (2000) “Exploiting the service Concept for
Service design and Development” in Fitzsimmons, J. A. & Fitzsimmons M. J., (Eds)
New Service Development; Creating Memorable Experiences, Sage: Thousand Oaks
pp71 – 91
31. Conway, C.M., Pelet, J.E., Papadopoulou, P. and Limayem, M., (2010). Coloring in the
Lines: Using Color to Change the Perception of Quality in E-Commerce sites. In ICIS
(p. 224)
32. Cook, D. P., Goh , C.-H. & Chung, C. H.( 1999). Service typologies: A state of the art
survey. Production and Operations Management; Production and perations
Management,,Vol. 8, No. 3, Fall 1999,Printed in U.S.A,pp319- 324
https://www.academia.edu/16438485/SERVICE_TYPOLOGIES_A_STATE_OF_THE
_ART_SURVEY
33. Collier, D. A., (1994), “The Service/Quality solution: Using Service Management to
gain Competitive Advantage”, Irwin, New York: NY, 310 pages
https://books.google.com.eg/books/about/The_Service_quality_Solution.html?
id=23kygimvUz8C&redir_esc=y,https://www.amazon.com/Service-Quality-Solution-
Management-Competitive/dp/1556237537
‫المراجع‬
181

34. Dario, P., Guglielmelli, E., Laschi, C., & Teti, G. (1999). MOVAID: a personal robot in
everyday life of disabled and elderly people. Technology and Disability, 10(2),pp 77-
93.& Arras, K. O., & Cerqui, D. (2005). Do we want to share our lives and bodies with
robots? A 2000 people survey: a 2000-people survey. Technical report, 605 .pp29-40
http://www2.informatik.uni-freiburg.de/~arras/papers/arrasTR05.pdf
35. Davis, F. D. (1985). A Technology Acceptance Model for Empirically Testing New
End-User Information Systems: Theory and Results. Thesis (Ph. D.)--Massachusetts
Institute of Technology, Sloan School of Management,
1986.https://dspace.mit.edu/handle/1721.1/15192
36. Definition of Industrial Design (2022) ,At the 29th General Assembly in Gwangju
(South Korea), the Professional Practice Committee unveiled a renewed definition of
industrial design as design as follows https://wdo.org/about/definition/
37. De Kervenoael, R., Hasan, R., Schwob, A., and Goh, E. (2020). Leveraging Human-
Robot Interaction in Hospitality Services: Incorporating the Role of Perceived Value,
Empathy, and Information Sharing into Visitors' Intentions to Use Social Robots.
Tourism Manage. 78, 104042 &Ai-Hsuan Chiang, Silvana Trimi,Published online: 7
August 2020,Impacts of service robots on service quality,Springer-Verlag GmbH
Germany, part of Springer Nature 2020,pp449-45
https://link.springer.com/article/10.1007/s11628-020-00423-8
38. Ditte Hvas Mortensen ,2022 ,User Research: What It Is and Why You Should Do It
https://www.interaction-design.org/literature/article/user-research-what-it-is-and-why-
you-should-do-it
39. C. F. DiSalvo, F. Gemperle, J. Forlizzi, and S. Kiesler (2002). ‘All robots are not
created equal: the design and perception of humanoid robot heads’, in DIS ’02:
Proceedings of the conference on Design¬ing interactive systems, pp. 321–326& York,
NY, USA, ACM Press.
40. A. Dijksterhuis, J. A. Bargh, (2001)The perception-behavior expressway: Automatic
effects of social perception on social behaviour, In: M. P. Zanna (Ed.), Advances in
Experimental Social Psychology, San Diego, CA, US: Academic Press, 2001, p33, 1–
41. Dr Brian Fynes & Anne Marie Lally ,(2006),Articulating Service Concept To Enhance
Tourism ExperienceDesign ,Annual Conference of the Irish Academy of
Management ,p9.
42. De Graaf, M.M.A.: Living with robots: (,2015) Investigating the user acceptance of
social robots in domestic environments (thesis) ,(2003). University of Twente,
Enschede, The Netherlands & Fong, T., Nourbakhsh, I., Dautenhahn, K.: A survey of
socially interactive robots. Robotics and Autonomous Systems ,P42, 143–166.
43. M. M. De Graaf, S. B. Allouch, (2013) ,Exploring influencing variables for the
acceptance of social robots, Robotics and Autonomous Systems, 2013, 61(12), pp1476–
1486.
44. de Graaf MM, Allouch SB (2013) The relation between people’s attitude and anxiety
towards robots in human–robot interaction. In: 2013 IEEE RO-MAN. IEEE, pp 632–
637
45. Dribbisch, K. (2012), Service Design Berlin: Bringing ideas to life – the dimensions of
prototyping, SDN Germany Conference
‫المراجع‬
182

https://www.slideshare.net/ServiceDesignBerlin/bringing-ideas-to-life-the-dimensions-
of-prototyping
46. Elaheh Nazari,August 3, (2020), A Tiny History of Service Design: The
Highlightshttps://flexiana.com/2020/08/a-tiny-history-of-service-design-the-highlights .
47. European Commission (2012) Public attitudes towards robots, This survey has been
requested by Directorate-General for Information Society and Media (INSFO) and co-
ordinated by Directorate-General for Communication (DG COMM “Research
andSpeechwriting” Unit) September 2012
https://www.ab.gov.tr/files/ardb/evt/Public_attitudes_toward_robots_2012.pdf
48. Enz S, Diruf M, Spielhagen C, Zoll C, Vargas PA (2011) The social role of robots in
the future— explorative measurement of hopes and fears. Int J Soc Robot p3(3)-263
49. Elena Valeryevna &, Konstantin Sergeevich(2019),CLASSIFICATION SYSTEM OF
SHAPING CHARACTERISTICS OF PERSONAL SERVICE ROBOTS, International
Transaction Journal of Engineering,Management, & Applied Sciences &
Technologies,pp3-5 https://tuengr.com/V10A/10A14K.pdf
50. Forlizzi, J., and Battarbee, K. (2004). Understanding Experience in Interactive Systems.
In. Human-Computer Interaction Institute. DIS2004, August 1–4, 2004, Cambridge,
Massachusetts, USA. ACM P2004 ,PP,261-266
51. Frank Hegel, Friederike Eyssel, and Britta Wrede ,The Social Robot ‘Flobi’:Key
Concepts of Industrial Design Conference Paper · October 2010
,DOI:10.1109/ROMAN.2010.5598691 · Source: IEEE Xplore
52. Fritsche, Kristin (2010), What Is Service Design , Degree Program in International
Business, Tampere University of Applied Sciences, Finland, p12
https://www.theseus.fi/bitstream/handle/10024/24688/Fritsche_Kristin.pdf?sequence=2
53. Fitzsimmons, J. A. & Fitzsimmons M. J., (2004), “ Service management: Operations,
Strategy and Information Technology”,secventh edition,Published by McGraw-Hill ,pp
3-17 https://industri.fatek.unpatti.ac.id/wp-content/uploads/2019/03/272-Service-
Management-Operations-Strategy-Information-Technology-James-A.-Fitzsimmons-
Mona-J.-Fitzsimmons-Edisi-7-2010.pdf
54. Ferreira, J. B., da Rocha, A., and da Silva, J. F. (2014). Impacts of Technology
Readiness on Emotions and Cognition in Brazil. J. Business Res. 67 (5),pp 865–
873.https://www.sciencedirect.com/science/article/abs/pii/S0148296313002701
55. Feil-Seifer, D., Mataric, M. J.,( 2005), Defining Socially Assistive Robotics.
Proceedings of the 2005 IEEE 9th International Conference on Rehabilitation Robotics.
June 28 - July 1, 2005, Chicago, IL, USA, pp465-468.
56. T. W. Fong, I. Nourbakhsh, I, K. Dautenhahn (2003). ‘A Survey of Socially Interactive
Robots: Concepts, Design, and Applications’, Robotics and Autonomous Systems, pp
42(3 – 4), 142 – 166.
57. Gartner (2020), Artificial Intelligence Will Create More Jobs Than It
Eliminateshttps://www.gartner.com/en/newsroom/press-releases/2017-12-13-gartner-
says-by-2020-artificial-intelligence-will-create-more-jobs-than-it-eliminates
‫المراجع‬
183

58. I. Gaudiello, E. Zibetti, S. Lefort, M. Chetouani, S. Ivaldi,(2016) Trust as indicator of


robot functional and social acceptance, An experimental study on user conformation to
iCub answers, Computers in Human Behavior, 2016, pp 633–655
59. Garrett, J. J., (2002 ) ,“Elements of User eXperience”, book, New Riders Press.,pp2-17
https://www.academia.edu/33276128/The_Elements_of_User_Experience_Jesse_James
_Garrett
60. Goldstein, S. M., Johnston, R., Duffy, J. & Rao, J., (2002) “The Service Concept: The
missing Link in Service Design Research” Journal of Operations Management, Vol. 20
pp121-34. https://citeseerx.ist.psu.edu/viewdoc/download?
doi=10.1.1.472.4465&rep=rep1&type=pdf
61. Grönroos, C.( 2001). A service quality model and its marketing implications. European
journal of marketing. Vol. 18, No 4,PP 36-44
62. Gronroos, C. (1988). Service Quality: The Six Criteria of Good Perceived Service. Rev.
business 9 (3), ( pp10-13)
https://www.scirp.org/(S(czeh2tfqyw2orz553k1w0r45))/reference/ReferencesPapers.as
px?ReferenceID=1611790
63. Huang, M.-H., and Rust, R. T. (2018). Artificial Intelligence in Service. J. Serv. Res.21
(2), pp155–172
64. Hartson, R., & Pyla, P.S. (2012). The UX Book: Process and guidelines for ensuring a
quality user experience. Morgan Kaufmann,
Amsterdam.https://www.docdroid.net/JaTCSqX/the-ux-book-process-and-guidelines-
for-ensuring-a-quality-user-experience-rex-hartson-pdf
65. Hassenzahl, M.,(2008) “User eXperience (UX): Towards an experiential perspective on
product quality”. In IHM’08, Metz, France, pp. 11-15, ACM
66. Hassenzahl, M., and Tractinsky, N. (2006). “User eXperience – a research agenda”. In
Behaviour & Information Technology, Vol.25, pp. 91-97
67. Hayes-Roth (2004). ‘What Makes Characters Seem Life-Like’. In: H. Prendinger: Life-
Like Characters, Springer, Berlin, pp 447–462
68. Hassenzahl, M.,( 2003) The thing and I: Understanding the relationship between user
and product. In Funology: From Usability to Enjoyment, pp.31-42, Kluwer Academic
Publishers https://link.springer.com/content/pdf/10.1007/1-4020-2967-5.pdf
69. Hall MA, Dugan E, Zheng B, Mishra AK (2001) Trust in physicians and medical
institutions: hat is it, can it be measured, and does it matter? Milbank Q 79(4):pp613–
639
70. Heidemann Lassen, A. (2018). The designer as facilitator of multidisciplinary
innovation projects.Design Journal, 21(1), 1–23
71. M. Heerink,( 2010),Assessing Acceptance of Assistive Social Robots by Aging Adults,
Thesis completed, University of Amsterdam, Netherlands, pp. 9–22
file:///C:/Users/VISTAA/Downloads/ThesisHeerink.pdf
72. M. Heerink,( March 6–9, 2011), Exploring the influence of age, gender, education and
computer experience on robot acceptance by older adults, In: Proceedings of the 6th
International Conference on Human- Robot Interaction, ACM, 2011,pp 147–148
73. HeerinkM,Kröse B, EversV,WielingaB(2010) Assessing acceptance of assistive social
agent technology by older adults: the almere model. Int J Soc Robot,pp 2(4):361–375
‫المراجع‬
184

74. Hegel, F., Muhl, C., Wrede, B., Hielscher-Fastabend, M., and Sagerer, G.
(2009).“Understanding Social Robots,” in Paper presented at the 2009 Second
International Conferences on Advances in Computer-Human Interactions
Massachusetts Ave, NW Washington, February 1–7, 2009. IEEE,pp169–174.
https://pub.uni-bielefeld.de/record/1991906 (IEEE).
https://ieeexplore.ieee.org/document/4782510
https://www.academia.edu/24293304/Understanding_Social_Robots
75. F. Hegel, T. Spexard, T. Vogt, G. Horstmann, and B. Wrede (2006). ‘Playing a different
imitation game: Interaction with an Empathic Android Robot’, in Proc. 2006 IEEE-
RAS International Confer¬ence on Humanoid Robots (Humanoids06), pp. 56–61. IEEE
76. Heskett, J. L. (1987), “Lessons in the Service Sector”, Harvard Business Review,
MarchApril, pp.118- 126. https://hbr.org/1987/03/lessons-in-the-service-sector
77. Hitesh Bhasin,(September 8, 2018),Classification of services
https://www.marketing91.com/classification-of-services/
78. Hoekstra, M, Chideock, C. & Veenstra, A.F. van (2021). Quickscan AI in publieke
dienstverlening II, Quickscan AI in publieke dienstverlening II | Rapport |
Rijksoverheid.nl.,PP3,8
79. Homburg, C. & Garbe, B. (1999). Towards an Improved Understanding of Industrial
Services: Quality Dimensions and Their Impact on Buyer-Seller Relationships. Journal
of Business-to-Business Marketing, 6, 39-71.3-. Journal of Management and
Organization, pp13, 88-101. https://citeseerx.ist.psu.edu/viewdoc/summary?
doi=10.1.1.196.6729
80. Idoughi, D., Seffah, A., and Kolski, C.( 2011). Adding User eXperience into the
interactive service design loop: a persona-based approach, In. Behavior & Information
Technology, 2011, 1–17,PP287-303
81. Isha Kharub,Michael Lwin, Aila Khan,(03 November 2021),Perceived Service Quality
in HRI: Applying the SERVBOT Framework ,Frontiers in Robotics and AI ,Sec.
Human-Robot Interaction ,This article is part of the Research Topic ,pp6-9
https://www.frontiersin.org/articles/10.3389/frobt.2021.746674/full
82. Introduction into Service Robots pp9-10
https://ifr.org/img/office/Service_Robots_2016_Chapter_1_2.pdf
83. Igwe Peace, (2017 ),service Blueprint and Customer Post-Purchase Behavior of Hotels
in Nigeria, International Journal of Research in Business Studies and
Management ,Department of Marketing, University of Port Harcourt, Port , Nigeria,
pp19-27 https://www.ijrbsm.org/papers/v4-i12/3.pdf
84. ISO 8373: (2012). Robots and robotic devices. Vocabulary. Publishing date: 2012-03, P
38. http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?
csnumber=55890
85. Javahery, H, (2007),Pattern-Oriented UI Design Based on User eXperiences: A Method
Supported by Empirical Evidence. PhD Thesis, Concordia University, Montreal, ,P5
https://www.collectionscanada.gc.ca/obj/thesescanada/vol2/002/NR30131.PDF?
is_thesis=1&oclc_number=463758015
‫المراجع‬
185

86. Jelle Saldien.December (2009) ,Development of the Huggable Social Robot Probo. On
the Conceptual Design and Software ArchitecturePublisher: Uitgeverij VUBPRESS
Brussels University PressISBN: 978 90 5487 6861
file:///C:/Users/VISTAA/Downloads/JelleSaldien_phd.pdf
87. Johanna Seibt, Raul Hakli, Marco Nørskov ,(2014),Sociable Robots and the Future of
Social Relations: Proceedings of Robo-Philosophy ,Series Frontiers in Artificial
Intelligence and ApplicationsVolume , IOS Press,pp (350) 49–53
https://philpapers.org/rec/SEIFIA
88. Johnston and Clark, Parasuraman et al. (2001), Service Operations Management,
Prentice Hall: England.,pp18-30
https://industri.fatek.unpatti.ac.id/wp-content/uploads/2019/03/280-Service-Operations-
Management-Improving-Service-Delivery-Robert-Johnston-Graham-Clark-Edisi-2-
2005-1.pdf
89. Juan ,(2021) Service Robots: Trends and Technology; IGI Global: Hershey, PA, USA,
p.4 https://www.mdpi.com/2076-3417/11/22/10702/htm
90. Kanda T, Kato K (2006) Measurement of anxiety toward robots. In: ROMAN 2006-the
15th IEEE international symposium robot humun interaction communication. IEEE, pp
372–377
91. Kimbell, L., & Seidel, V. (Eds.) (2008). Designing for services – Multidisciplinary
perspectives. Proceedings from the exploratory project on designing for services in
science and technology-based enterprises. Oxford: Saïd Business School, p3
92. Koren, Y., Wang, W., & Gu, X. (2017). Value creation through design for scalability of
reconfigurable manufacturing systems. International Journal of Production Research,
55(5),pp 1227–1242
93. Kuniavsky, M.(2010) “Smart Things: Ubiquitous Computing User eXperience Design”,
book.Morgan-Kaufman,https://www.amazon.com/Smart-Things-Ubiquitous-
Computing-Experience/dp/0123748992
94. Langen, M., and Heinrich, S. (2019). “Humanoid Robots: Use Cases as AI-Lab
Companion: Can an Empathic and Collaborative Digital Companion Motivate
Innovation?,” in Paper presented at the 2019 IEEE International Conference on
Engineering, Technology and Innovation (ICE/ITMC), Valbonne Sophia-Antipolis,
France, June 17–19, 2019. IEEE,pp 1–6.
95. Lara Penin ,(2018),An Introduction to Service Design: Designing the
Invisible ,Bloomsbury Publishing, May 17, 2018 , pp 5-192
https://www.amazon.com/Introduction-Service-Design-Designing-Invisible/dp/
1472572580
96. Lehtinen, U., and Lehtinen, J. R. (1991). Two Approaches to Service Quality
Dimensions. Serv. Industries J. 11 (3),pp 287–303.
https://www.tandfonline.com/doi/abs/10.1080/02642069100000047
97. Lohse, M., Hegel, F., Swadzba, A., Rohlfing, K., Wachsmuth, S., & Wrede, B. (2007,
February). What can I do for you? Appearance and application of robots. In
Proceedings of AISB (Vol. 7, pp. 121-126).
98. Liu, X., Shin, H., and Burns, A. C. (2019). Examining the Impact of Luxury Brand’s
Social media Marketing on Customer Engagement: Using Big Data Analytics and
‫المراجع‬
186

Natural Language Processing. J. Business Res.,PP 125, 815–826


https://www.sciencedirect.com/science/article/abs/pii/S0148296319302954
99. Lu, V. N., Wirtz, J., Kunz, W. H., Paluch, S., Gruber, T., Martins, A., et al.
(2020).Service Robots, Customers and Service Employees: what Can We Learn from
the Academic Literature and where Are the Gaps? J. Serv. Theor. Pract. 30 (3),pp361–
391 https://www.emerald.com/insight/content/doi/10.1108/JSTP-04-2019-0088/full/
html
100.Lungarella, M., Iida, F., Bongard, J. C., & Pfeifer, R. (2007). AI in the 21st century—
With historical reflections. In M. Lungarella, F. Iida, J. Bongard, & R. Pfeifer (Eds.), 50
Years of artificial intelligence, Essays dedicated to the 50th anniversary of artificial
intelligence (pp. 1–8). Berlin, Germany: Springer
101.Mager, B. (2009). Service Design as an Emerging Field ,pp30-40
file:///C:/Users/VISTAA/Downloads/Service_Design_An_Emerging_Field%20(2).pdf
102.McCarthy, E. (October 18,2017,). “Augmented intelligence”: Combining human
intelligence and technology.
https://blogs.cfainstitute.org/investor/2017/10/18/augmented-intelligence-combining-
human-intelligence-and-technology/
103.Meroni, A. & Sangiorgi, D. 2011,p211-212,. Design for Social Responsibility : Design
for Services. Farnham, GB: Gower Publishing Ltd.HM Government, 2007, Building on
Progress: Public Services
104.Miettinen, S. (2016). Introduction to industrial service design. In Miettinen, S. (Ed.) An
introduction to industrial service design (pp. 21–32). New York, USA: Routledge&
Minder, B.,
105.Miettinen, S. 2011. Service design - Joint planning, empathy and inclusion. In
Miettinen, S. (ed) 2011. Service design - new methods for acquiring and utilizing user
information&Koskinen et al. 2011, p18-22; Raulo & Ruuska 2011, p 13.
106.Miettinen, S. (2009). Designing services with innovative methods. Keuruu, Finland:
University of Art and Design.
https://www.servicedesignbooks.org/isbn/9789525018424/designing-services-with-
innovative-methods/
107.Mike Gualtieri, 2009Best Practices In User Experience (UX) Design,. Forrester
Research, Cambridge, USA, September
108.Morita, T., Kashiwagi, N., Yorozu, A., Suzuki, H., and Yamaguchi, T. (2020).
Evaluation of a Multi-Robot Cafe Based on Service Quality Dimensions. Rev.
Socionetwork Strat 14 (1),pp5–76. https://link.springer.com/article/10.1007/s12626-
019-00049-x
109.Moritz, S. 2005. Service Design, Practical Access to Evolving Field, Köln International
School of Design
110.Miettinen, S., & Koivisto, M. [Eds]. (2009). Designing Services with Innovative
Methods.Keuruu, Finland: Kuopio Academy of Design.&Mager, B. (2009),
“Touchpoint”, Journal of Service Design, Vol. 1 No. 1, pp. 20-29
‫المراجع‬
187

111.Mubin, O., Khan, A., and Obaid, M. (2016). “Naorobot: Exploring Nao Discourse on
Twitter,” in Paper presented at the Proceedings of the 28th Australian Conference on
Computer-Human Interaction. https://dl.acm.org/doi/10.1145/3010915.3011002
112.Nakanishi, J., Kuramoto, I., Baba, J., Ogawa, K., Yoshikawa, Y., and Ishiguro, H.
(2020). Continuous Hospitality with Social Robots at a Hotel. SN Appl. Sci. 2(3),pp 1–
13.
102 Nielsen and Norman Group (2007). “User eXperience – Our Definition”. The
Definition of User Experience
(UX)http://www.nngroup.com/about/userexperience.html
103 Nomura T, Shintani T, Fujii K, Hokabe K (2007) Experimental investigation of
relationships between anxiety, negative attitudes, and allowable distance of robots. In:
Proceedings of the second &IASTED international conference on human computer
interaction, Chamonix, France, ACTA Presspp1-5
https://citeseerx.ist.psu.edu/viewdoc/download?
doi=10.1.1.517.6166&rep=rep1&type=pdf
104 Nomura T, Suzuki T, Kanda T, Kato K (2006) Measurement of anxiety toward robots.
In: ROMAN 2006-the 15th IEEE international symposium robot humun interaction
communication. IEEE, pp 372–377
113.Patrícia Alves-Oliveira, Alaina Orr , Elin A. Björling , Maya Cakmak,(2022),
Connecting the Dots of Social Robot Design From Interviews With Robot Creators,
Sec. Human-Robot Interaction https://doi.org/10.3389/frobt.2022.720799
114.Patrícia Alves-Oliveira, Alaina Orr , Elin A. Björling , Maya Cakmak,(2022),
Connecting the Dots of Social Robot Design From Interviews With Robot Creators,
Sec. Human-Robot Interaction https://doi.org/10.3389/frobt.2022.720799
115.Paikari, E. & van der Hoek, A. (2018). A framework for understanding chatbots and
their future. In Proceedings of 11th International Workshop on Cooperative and Human
Aspects of Software Engineering
(CHASE’18).https://dl.acm.org/doi/10.1145/3195836.3195859
116. Panetta, K. (August16,2018). 5trend semerge in theGartner hype cycle for emerging
technologies,2018.https://www.gartner.com/smarterwithgartner/5-trends-emerge-in-
gartner-hype-cycle-for-emerging-technologies-2018
117.Patrício, L., Fisk, R. P., Falcão e Cunha, J., & Constantine, L. (2011). Multilevel
service design: From customer value constellation to service experience blueprinting.
Journal of Service Research, 14(2), pp180–200
118.Parasuraman, A. (1998). “Customer service in business-to-business markets”: an
agenda for research. Journal of Business and Industrial Marketing, , pp. 309-321.
https://www.emerald.com/insight/content/doi/10.1108/08858629810226636/full/html
119.Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994). Alternative Scales for
Measuring Service Quality: a Comparative Assessment Based on Psychometric and
Diagnostic Criteria. J. retailing70(3):pp201-230
120.Phani Marupaka(Mar 29, 2018),Chatbots (of) the future!
https://phanimarupaka.medium.com/chatbots-of-the-future-1a94bb51db18
121.6 Principles of Service Design to Help You Reach Your Customers ,(February 3rd,
2014) ,By: Maria. https://moz.com/blog/applying-service-design-online
‫المراجع‬
188

122.Pennanen, Terhi(2016)Service design approach for improving the user experience and
user centeredness in a medical clinic context,Degree Programme in Service ,Innovation
and Design ,May, 2016 ,Informing our intuition: design research for radical innovation.
Rotman Magazine,p19
123.Prahalad, C. K. and Ramaswamy, V, (2004), Co-Creating Unique Value with
Customers. Strategy & Leadership,Publisher: Emerald Group Publishing Limited, pp5-
9 https://www.emerald.com/insight/content/doi/10.1108/10878570410699249/full/pdf?
title=cocreating-unique-value-with-customers
124.Purdy, M., & Daugherty, P. (2016). Why artificial intelligence is the future of growth.
Remarks at AI Now: The Social and Economic Implications of Artificial Intelligence
Technologies in the Near Term,pp 1-72
125.Reich-Stiebert N, Eyssel F, Hohnemann C (2019) Involve the user! Changing attitudes
toward robots by user participation in a robot prototyping process. Comput Hum Behav
,pp91:290–296
126.Reavie, V. (April 17,2018).Three ways artificial intelligence can enhance your
personalization strategy. Forbes
.https://www.forbes.com/sites/forbesagencycouncil/2018/04/17/three-ways-artificial-
intelligence-can-enhance-your-personalization-strategy/?sh=77ba24045159
127.Ringold, D., Holla, A., Koziol, M. and Srinivasan, S.( 2012). Citizens and Service
Delivery: Assessing the Use of Social Accountability Approaches in the Human
Development Sectors. Washington: World
Bank.https://gsdrc.org/document-library/citizens-and-service-delivery-assessing-the-
use-of-social-accountability-approaches-in-the-human-development-sectors/
128.Rosie Allabarton , contributor to the CareerFoundry blog updated on(january7,
2022),What Is the UX Design Process? A Complete, Actionable Guide
https://careerfoundry.com/en/blog/ux-design/the-ux-design-process-an-actionable-
guide-to-your-first-job-in-ux/
129.Roto, V., Law, E., Vermeeren, A. Hoonhout, J.( 2011). User Experience white paper,
Bringing clarity to the concept of user experience. Results from Dagstuhl Seminar on
Demarcating User Experience, September 15-18, 2010. February 11, 2011,PP 6-7.
130.Roto, V. (2006). “Web Browsing on M obile Phones-Characteristics of User
eXperience”. Thesis dissertation at Helsinki University of Technology, Espoo, Finland
(2006),pp18-32 http://lib.tkk.fi/Diss/2006/isbn9512284707/
131.Russell, S. J., & Norvig, P. (2016). Artificial intelligence: A modern approach. Essex,
UK: Pearson Educationpp16-17.
https://zoo.cs.yale.edu/classes/cs470/materials/aima2010.pdf
‫المراجع‬
189

132.Ryan Daws ,(January 17, 2019 ) , Speech and facial recognition combine to boost AI
emotion detection ,TechForge Media ,Categories: Face Recognition, Research,
Surveillance,https://www.artificialintelligence-news.com/2019/01/17/speech-facial-
recognition-ai-emotion-detection/ &https://www.bbc.com/news/technology-51309186
133.Saco, R.M. & Goncalves, A.P. (2008),Service Design: An Appraisal,Design
Management Review, Vol. 19, pp1, 12
134.Sanders, E. B. N., & Stappers, P. J. (2008). Co-creation and the new landscapes of
design. Co-design, 4(1),pp 5–18
135.Santos, J., and Boote, J. (2003). A Theoretical Exploration and Model of Consumer
Expectations, post-purchase Affective States and Affective Behaviour. J. Consumer
Behav. 3, pp142–156
136.Sanders, E.B.-N. (2001) “Virtuosos of the experience domain”. In Proceedings of the
2001 IDSA Education Conference,pp1-7
https://www.collectionscanada.gc.ca/obj/thesescanada/vol2/002/NR30131.PDF?
is_thesis=1&oclc_number=463758015
137.Schulze, K., Krömker, H.,( 2010) “A Framework to Measure User eXperience of
Interactive Online Products”. In MB’10 August 24-27, 2010, Eindhoven, Netherlands.
ACM,pp261-264
138.Schodde, T., Hoffmann, L., and Kopp, S. (2017). “How to Manage Affective State in
Child-Robot Tutoring Interactions,” in Paper presented at the 2017 International
Conference on Companion Technology (ICCT).
https://ieeexplore.ieee.org/document/8287073
139.Service Design: What are the 5 Principles of Service Design,(June 07, 2018 ) in Service
Design, Customer journey, queue management system ,NSW Australia
https://blog.nexa.com.au/blog/service-design-what-are-the-5-principles-of-service-
design
140.Shawar, B. A., & Atwell, E. (2007). Chatbots: Are they really useful? LDV-Forum,
22(1),pp 29–49.
141.Sherman, P.J. (2007) “Envisioning the Future of User eXperience”.

142.Sleeswijk Visser, F. (2009),Bringing the everyday life of people into design.


Technische Universiteit Delft,PP15-16 file:///C:/Users/VISTAA/Downloads/sleeswijk-
visser-20090512.pdf
143.Smith, M. L., & Neupane, S. (2018, April). Artificial intelligence and human
development. Toward a research agenda (White paper)https://idl-bnc-
idrc.dspacedirect.org/handle/10625/56949
‫المراجع‬
190

144.Stickdorn, M., Hormess, M., Lawrence, A., & Schneider, J. (2017). This is service
design doing: Using research and customer journey maps to create successful services.
Sebastopol, CA: O’Reilly
https://www.oreilly.com/library/view/this-is-service/9781491927175/
145.Stickdorn, Marc, and Jakob Schneider. (2012) This Is Service Design Thinking: Basics,
Tools, Cases. Amsterdam: BIS Publisher ،p39
146.Stickdorn, Marc & Schneider, Jakob (2011), this is service design thinking (Basics-
Tools-Cases), BIS Publishers, Netherlands, p. 22
147.Stickdorn, M. & Schneider, J. (eds.) 2010. This is Service Design Thinking: basics -
tools – cases. Amsterdam: BIS, Publisher : Wiley; 1st edition (January 11,
2012)https://www.amazon.com/This-Service-Design-Thinking-Basics/dp/1118156307
148.Steels, L. (2007). Fifty years of AI: From symbols to embodiment-and back. In
Lungarella, M., Iida, F., Bongard,J. & Pfeifer, R. (Eds.) 50 Years of artificial
intelligence, Springer Berlin, Germany, (pp. 18–28).
149.Stuart, F. I., & Tax, S. (2004). “Toward an integrative approach to designing service
experiences”: Lessons learned from the theatre. Journal of Operations Management ,pp
609,627. https://www.ida.liu.se/~steho87/und/htdd01/sdarticle12.pdf
150.Shostack, G. Lynn (1983) Designing Services That Deliver, Harvard Business Review,
pp. 133-139.https://strategicdesignthinking.files.wordpress.com/2012/11/hbr-
shostackpdf.pdf& https://hbr.org/1984/01/designing-services-that-deliver
151.Tan(2009), First Nordic Conference on Service Design and Service Innovation, Oslo
24th – 26th November 2009 P4
152.Teresa Zielinska, Warsaw (2016)University of Technology FPAE, Warsaw,
Poland,Professional and Personal Service Robots,,pp64
https://ifr.org/img/office/Service_Robots_2016_Chapter_1_2.pdf
153.Thorat, S. B.; Nayak, S. K.; Jyoti P Dandale (2010). "Facial Recognition Technology:
An analysis with scope in India". https://arxiv.org/abs/1005.4263
154.TomiIyamAa, T., Shimomura, Y. & Watanabe, K, (2005) “A Design Methodology of
Services”. International ConferEence On Engineering Design,p2
https://www.academia.edu/78794086/A_Design_Methodology_of_Services
155.TomiIyamAa, T., Shimomura, Y. & Watanabe, K, (2004) A note on service design
methodology. Conference: ASME 2004 International Design Engineering Technical
Conferences and Computers and Information in Engineering Conference,pp251-259.
https://asmedigitalcollection.asme.org/IDETC-CIE/proceedings-abstract/IDETC-
CIE2004/46962a/251/306281 &
file:///C:/Users/VISTAA/Downloads/DS35_38.31%20(6).pdf
156.The World Bank, Washington, DC, USA,( 2000) , Chapter 9: Growth of the Service
Sector. In Beyond Economic
Growth.https://documents1.worldbank.org/curated/en/454041468780615049/pdf/
2489402nd0edition0Beyond0economic0growth.pdf
157.Thomke 2003 British Design Council, service design case study,
https://www.designcouncil.org.uk/our-work/skills-learning/resources/design-methods-
developing-services/ https://link.springer.com/book/10.1007/978-1-4419-8321-3
‫المراجع‬
191

158.Teresa Zielinska, Warsaw (2016)University of Technology FPAE, Warsaw,


Poland,Professional and Personal Service Robots,,pp64
https://ifr.org/img/office/Service_Robots_2016_Chapter_1_2.pdf
159.Trovato, G., Cuellar, F., & Nishimura, M. (2016, November). Introducing 'theomorphic
robots'. In 2016 IEEE-RAS 16th International Conference on Humanoid Robots
(Humanoids) (pp. 1245-1250). IEEE.
160.Tuch, A. N., Presslaber, E. E., StöCklin, M., Opwis, K., & Bargas-Avila, J. A. (2012).
The role of visual complexity and prototypicality regarding first impression of
websites: Working towards understanding aesthetic judgments. International journal of
human-computer studies, 70(11)pp, 794-811.
161.Vargo, S. L., & Akaka, M. A. (2012). Value cocreation and service systems (re)
formation: A service ecosystemsview. Service Science, 4(3),pp 207–217
162.Väänänen, K., Väätäjä, H., and Vainio, T.,( 2009) Opportunities and Challenges of D
esigning the Service User eXperience (SUX) in Web 2.0. In Future Interaction Design
II, pp. 117-126. Springer-Verlag 2009
163.VenkateshV, MorrisMG, DavisGB, Davis FD(2003) User acceptance of information
technology: toward a unified view. MIS Q: ,p p425–478
164.Villari, Beatrice (2018), Designing Better Services A Strategic Approach from Design
to Evaluation, SpringerBriefs in Applied Sciences and Technology, Italy, pp. 18.
https://link.springer.com/content/pdf/10.1007%2F978-3-319-63179-0.pdf
165.M. L. Walters, (2008)The design space for robot appearance and behavior for social
robot companions, Ph.D. thesis, 2008,pp29-
180https://uhra.herts.ac.uk/bitstream/handle/2299/1806/MLWaltersPhDThesis-
Final.pdf?sequence=1&isAllowed=y
166.Weissenberger-Eibl, M. & Koch, D., J. (2007). “ Importance of industrial services and
service innovations”. Journal of Management and Organization,pp 88-
101.https://www.cambridge.org/core/journals/journal-of-management-and-
organization/article/abs/importance-of-industrial-services-and-service-innovations/
183268012F602288D8A727976E333177
167.White paper On Artificial Intelligence(2020) - A European approach to excellence and
trust,COM65final,https://ec.europa.eu/info/sites/info/files/commission-white-paper-
artificial-intelligence-feb2020_en.pdf
168.Wright, P., Wallace, J., and McCarthy, J.,( 2008) “Aesthetics and experience-centered
design”. In ACM Trans. Comput.-Hum. Interact. ,pp3-18
169.Wiese, E., Metta, G., and Wykowska, A. (2017). Robots as Intentional Agents:Using
Neuroscientific Methods to Make Robots Appear More Social. Front.
Psychol.8,1663.,pp1-12
https://www.frontiersin.org/articles/10.3389/fpsyg.2017.01663/full
170.Yen, H. R. (2005). An Attribute-Based Model of Quality Satisfaction for Internet Self-
Service Technology. Serv. Industries J. 25 (5), pp641–659.
https://www.tandfonline.com/doi/abs/10.1080/02642060500100833
171.Zeng, Z., Chen, P.-J., and Lew, A. A. (2020). From High-Touch to High-Tech:COVID-
19 Drives Robotics Adoption. Tourism Geographiespp,pp 1–11
172.Zlotowski JA, Sumioka H, Nishio S, Glas DF, Bartneck C, Ishiguro H (2015)
Persistence of the uncanny valley: the influence of repeated interactions and a robot’s
‫المراجع‬
192

attitude on its perception. Front Psychol ,pp 6-883


https://www.frontiersin.org/articles/10.3389/fpsyg.2015.00883/full

‫ثالثا مواقع شبكة المعلومات الدولية‬


173.Jessica Powers,(2022) ,Robotics.Robotics: What Are Robots? Robotics Definition &
Uses,Updated on: August 18, 2022https://builtin.com/robotics
174.What Is Industrial Design?INDUSTRIAL DESIGNERS SOCIETY OF AMERICA
(2022) https://www.idsa.org/what-industrial-design
175.https://automation-insights.blog/2022/05/18/the-5-most-common-types-of-fixed-
industrial-robots/ Tom Knauer, the five most common types of stationary industrial
robots(5-2022)
176.Yulin Wang , Service Robots 2022-2032: Technologies, Players & Markets
https://www.idtechex.com/en/research-report/service-robots-2022-2032-technologies-
players-and-markets/864
177.NBO showcases next generation of banking and finance technology at COMEX 2022
https://timesofoman.com/article/117115-nbo-showcases-next-generation-of-banking-
and-finance-technology-at-comex-
178.Tom Knauer, the five most common types of stationary industrial robots2022
https://automation-insights.blog/2022/05/18/the-5-most-common-types-of-fixed-
industrial-robots/
179.ROBOTNIK ,IN ROBOTICS,History of robots and robotics(2 NOVEMBER 2021)
https://robotnik.eu/history-of-robots-and-robotics/#:~:text=The%20first%20industrial
%20robots%20were,was%20sold%20to%20General%20Motors.
180.Arti ,(August 20, 2021),Top 10 green robots on the market that everyone should
know ,LATEST NEWS ROBOTICS https://www.analyticsinsight.net/top-10-green-
robots-in-the-market-everyone-should-know/
181.What are the five energy sources for rating robots? (November 27, 2021)
https://www.wovo.org/what-are-the-five-power-sources-for-classifying-robots/
182.IFR ( 2021)Service Robots Definitionhttps://ifr.org/service-robots
183.Dealing With Technological Trajectories: Where We Have Come From and Where We
Are Going, March (2020) https://ieeexplore.ieee.org/document/9034204
184.What is social robot? Search Enterprise AI – Margaret Rouse (2020 )
https://www.techtarget.com/searchenterpriseai/definition/social-robot
185.Dave Mosher ( Aug 9, 2020)16 plutonium-powered space missions shaping our
understanding of space — including the NASA rover that will search for alien life on
Mars, (Updated Aug 9, 2020), https://www.businessinsider.com/nuclear-powered-
spacecraft-nasa-history-2017-3
186.Intelligence artificielle et lutte contre la Covid-19 (2020)
https://www.coe.int/fr/web/artificial-intelligence/ai-covid19
187.The Future Is Now | National Bank Of OMAN | Promobot( 14,2019)
https://www.youtube.com/watch?v=HrKNjFssjQ0
188.Jaap Ham, Emilia Barakova & Panos Markopoulos, Assessing the effect of persuasive
robots interactive social cues on users’ psychological reactance, liking, trusting beliefs
and compliance,(14 Mar 2019)
https://www.tandfonline.com/doi/epub/10.1080/01691864.2019.1589570?
needAccess=true
‫المراجع‬
193

189.Mobile & Service Robots | Len Calderone - What are Service Robots?,(02-2019)
Robotics Tomorrow https://www.roboticstomorrow.com/article/2019/02/what-are-
service-robots/13161

190.Sam Forsdick ( 5 Jul 2019),Six household robots that could make chores a thing of the
past TECHNOLOGYPOPULARARTIFICIAL INTELLIGENCE https://www.ns-
businesshub.com/technology/household-robots/
191.When it comes to robots, reliability may matter more than reasoning,(September 23,
2019), https://www.sciencedaily.com/releases/2019/09/190923130954.htm
192.THE WORLD OF STARTUPS ,Robot Postman Akbota, (22.11.2019)
https://old.qazaqtv.com/en/programms/viewArchive?id=24611
193.The Humanization Of Technology And How It Affects The Design Of Interfaces ,
analytics insight (2018) https://slashmobility.com/blog/2018/06/the-humanization-of-
technology-and-how-it-affects-the-design-of-interfaces/?lang=en
194.Mary Ellen Foster, Rachid Alami, Olli Gestranius, Oliver Lemon, Marketta Niemelä,
Jean-Marc Odobez, Amit Pandey,( 14 Dec 2018), The MuMMER Project: Engaging
Human-Robot Interaction in Real-World Public Spaces. https://hal.laas.fr/hal-
01955015/file/2016-icsr-foster-mummer.pdf
195.NEWS RELEASE( 26-NOV-2018) ,Meet Lindsey: She'll be your guide today Business
Announcement UNIVERSITY OF LINCOLN https://www.eurekalert.org/news-
releases/737553
196.ARAB NEWS,(25 December 2018),Saudi Arabia’s first robot gets its first job at
government entityhttps://www.arabnews.com/node/1425431/saudi-arabia
197. Hitesh Bhasin Tagged (September 8, 2018) With: Marketing management articles
https://www.marketing91.com/classification-of-services/#2)-Classification-of-services-
based-on-intangibility
198. World Commission on the Ethics of Scientific Knowledge and Technology REPORT
OF COMEST ON ROBOTICS ETHICS (14 September 2017)
https://unesdoc.unesco.org/ark:/48223/pf0000253952

199.(now World Design Organization), 2015 https://www.idsa.org/news/dblog/what-id


200.Alessandra Maria Sabelli · Takayuki Kanda,(December 2015),Robovie as a Mascot: A
Qualitative Study for Long-Term Presence of Robots in a Shopping Mall
https://www.researchgate.net/publication/286529856_Robovie_as_a_Mascot_A_Qualit
ative_Study_for_Long-Term_Presence_of_Robots_in_a_Shopping_Mall
201.Introduction into Service Robots pp9-10
https://ifr.org/img/office/Service_Robots_2016_Chapter_1_2.pdf
202.Lunes, (2014 ),Robótica,El nuevo robot humanoide REEM-C
https://noticiasdelaciencia.com/art/9460/articulo
203.Intl. Federation of Robotics (IFR), service robot, provisional definition of service
robots, visited (April 27, 2012). http://www.ifr.org/service-robots/.
204.Service Operations Design,(7-11-2011),Tim Manning. https://design4services.com/
205.World Robotics (2008) IFR Statistical Department, hosted by the VDMA Robotics +
Automation http://www.worldrobotics.org

206.D. Murph ,June 13, (2008) ,Pal Technology's REEM-B humanoid shown off in Abu
Dhabi, In this article: Abu Dhabi, AbuDhabi, humanoid, Pal Technology,
‫المراجع‬
194

PalTechnology, REEM-B, service bot, service robot, Service Bot,


ServiceRobothttps://www.engadget.com/2008-06-13-pal-technologys-reem-b-
humanoid-shown-off-in-abu-dhabi.html
207.Service design – Pactical Access to an Evoling Field – Stefen Moritz – (2005 )
https://issuu.com/st_moritz/docs/pa2servicedesign
208.Jason Walker,What are Autonomous Robots?  8 Applications for Today’s
AMRshttps://locusrobotics.com/what-are-autonomous-robots/
209.An Introduction To The Different Types Of Robotic Applications
https://www.lacconveyors.co.uk/different-types-of-robots/
210.David Leech Anderson ,Jeremy Gottlieb ,III. Teleoperated Robots
https://mind.ilstu.edu/curriculum/medical_robotics/teleo.html
211.Robot at The Collection ,Lindsey - A robot tour
guidehttps://www.thecollectionmuseum.com/robot-at-the-collection
212.Lincoln Centre for Autonomous Systems ,The University of Lincoln's Cross-
Disciplinary Centre in Robotics Research ,Lindsey – A robot tour guide in Lincoln’s
“The Collection Museum https://lcas.lincoln.ac.uk/wp/projects/lindsey-a-robot-tour-
guide/

213.https://www.artstrategies.org/the-human-factor-in-service-design/
214.https://bbamantra.com/types-of-services/
215.https://theintactone.com/2019/03/21/mos-u1-topic-1-definition-characteristics-and-
classification-of-services/
216.https://www.mageplaza.com/blog/what-is-service.html
217.https://theintactone.com/2019/03/21/mos-u1-topic-1-definition-characteristics-and-
classification-of-services/
218.https://bbamantra.com/types-of-services/
219.https://www.economicsdiscussion.net/marketing
220.https://www.yourarticlelibrary.com/marketing/7-important-characteristics-of-services/
30016
221.https://www.managementstudyguide.com/definition-and-characteristics-of-services.htm
222.https://www.businessmanagementideas.com/service-marketing/characteristics-of-
service-marketing/21551
223.https://brainly.in/question/12629794?msp_poc_exp=5 ,
https://www.managementstudyguide.com/definition-and-characteristics-of-services.htm
224.https://www.interaction-design.org/literature/topics/service-design
225.https://jessleitch.co/ideas/defining-service-design/
226.https://www.nngroup.com/articles/ux-vs-service-design/
227.https://www.interaction-design.org/literature/article/the-principles-of-service-design-
thinking-building-better-services
228.https://www.interaction-design.org/literature/article/the-principles-of-service-design-
thinking-building-better-services

229.https://www.smaply.com/blog/service-design
230.https://jobs.smartrecruiters.com/IDEOorg/90101242-service-designer
231.https://wearesnook.com/content/uploads/2019/11/Service-Designer-Job-Description.pdf
‫المراجع‬
195

232.https://www.edubuzz.org/donsblog/2009/02/10/principles-of-public-service-can-we-
live-up-to-them/
233.https://rgu-repository.worktribe.com/output/248350/the-nature-of-a-public-service
234.https://slideplayer.com/slide/10362273/
235.https://www.europarl.europa.eu/workingpapers/econ/w21/sum-2_en.htm
236.http://www.slideshare.net/groepl/service-design-1223900
237.https://www.gov.uk/guidance/service-designer
238.http://nnyman.com/personal/2005/11/18/the-user-experience-equation/
239.https://engineeringdesign.wwu.edu/user-experience-design-minor

240.https://researchloop.net/2021/02/06/the-curse-of-the-ux-design-process/
241.https://www.usability.gov/how-to-and-tools/methods/usability-testing.html
242. https://www.hotjar.com/usability-testing/
243.https://www.hotjar.com/ux-design/analysis/
244.https://www.tisindia.com/blog/ux-design-process-guide/
245.https://www.invisionapp.com/inside-design/6-stages-ux-process/
246.https://ux4sight.com/blog/iterative-development-in-ux-design-process
247.https://www.uxpin.com/studio/blog/design-process-ux/
248.https://wp.nyu.edu/dispatch/5-examples-of-using-ai-deep-learning-for-the-government-
and-public-sector/
249.https://aibusiness.com/author.asp?section_id=789&doc_id=773741
250.https://pegus.digital/top-5-voice-recognition-apps/
251.https://www.cio.com/article/228047/cios-listen-up-voice-recognition-meets-the-
printer.html
252.https://rockcontent.com/blog/types-of-chatbots/
253.http://www.differencebetween.net/technology/difference-between-user-experience-and-
design/
254.https://xdagency.com/ux-vs-xd/
255.https://www.nice.com/blog/how-ai-impacts-contact-center-agents
256. https://www.workforcemanagementtoday.com/articles/444731-leveraging-human-
chat-bot-dynamic-the-call-center.htm
257.https://www.mwes.com/cylindrical-robots/
258.https://newsroom.accenture.com/news/accenture-report-artificial-intelligence-has-
potential-to-increase-corporate-profitability-in-16-industries-by-an-average-of-38-
percent-by-2035.htm
259.https://www.xoriant.com/blog/natural-language-processing-the-next-disruptive-
technology-under-ai-part-i
260.https://monkeylearn.com/blog/natural-language-understanding/
261.https://dialdesk.in/how-artificial-intelligence-is-impacting-customer-service/
262.https://www.techtarget.com/searchcustomerexperience/tip/AI-improves-customer-
experience-call-center-efficiency
‫المراجع‬
196

263.https://blog.hubspot.com/service/artificial-intelligence-call-center

264.https://www.ttec.com/glossary/interactive-voice-response
265.https://ir.liveperson.com/news-releases/news-release-details/livepersons-2020-
consumer-preferences-conversational-commerce
266.https://blog.hubspot.com/service/artificial-intelligence-call-center
267.https://www.invoca.com/blog/what-is-call-analytics-why-marketers-use-it
268.https://timesofoman.com/article/117115-nbo-showcases-next-generation-of-banking-
and-finance-technology-at-comex-2022
269.https://www.nbo.om/en/Pages/News/THE-FUTURE-IS-NOW-AS-
270.https://www.sigmatelecom.com/post/artificial-intelligence-for-call-center
271.https://www.sundayguardianlive.com/lifestyle/ai-set-revolutionise-medical-device-
technology.
272. https://bernardmarr.com/artificial-intelligence-and-machine-learning-in-healthcare/
273.https://robots.ieee.org/robots/k5/
274.https://www.securitymagazine.com/articles/95162-the-future-of-ai-integration-with-
secured-entrances
275.https://robot.cfp.co.ir/en/newsdetail/21891
276.https://www.geeky-gadgets.com/mylo-personal-robot-helps-care-for-its-owner-22-05-
2019/
277.https://www.thesun.ie/news/3890705/dundalk-electronic-companion-robot-alzheimers-
dementia/
278.http://www.robaid.com/robotics/robovie-r3-robot-is-much-better-yet-cheaper-than-
previous-version.htm
279.https://www.youtube.com/watch?v=Q92UvMu8OJI
280.https://www.ahmetozkul.com/2018/01/
281.https://techxplore.com/news/2021-02-chatty-robot-franzi-german-patients.html
282.https://www.weforum.org/agenda/2021/01/ai-trust-public-services/
283.https://techcrunch.com/2010/04/20/videos-see-robovie-r-ver-3-the-robot-for-the-
elderly-and-disabled-in-action/
284.https://nxtmag.tech/my/2018/12/29/lionsbot-introduces-leobot-scrub-professional-
cleaning-robots-with-personality/
285.https://hypeandstuff.com/singapore-cleaning-robots-lionsbot/
286.https://www.straitstimes.com/singapore/meet-the-mum-of-five-keeping-us-safe-during-
a-pandemic-and-her-cute-robot
287.https://www.javatpoint.com/what-is-robotics
288.https://builtin.com/robotics
289.https://neostencil.com/upsc-science-tech-classification-of-robots
290.https://www.javatpoint.com/what-is-robotics
291.https://builtin.com/robotics
292.https://unesdoc.unesco.org/ark:/48223/pf0000253952
293.https://neostencil.com/upsc-science-tech-classification-of-robots
294.https://www.javatpoint.com/robotics-history
‫المراجع‬
197

295.https://economictimes.indiatimes.com/the-history-of-robots/articleshow/3075438.cms
296.https://www.britannica.com/technology/robot-technology
297.https://www.timetoast.com/timelines/tech-fb9b90c8-b208-4594-8978-7f7adf5290c3
298.https://robotnik.eu/history-of-robots-and-robotics/
299.https://robotics.kawasaki.com/en1/anniversary/history/history_01.html
300.https://vocal.media/journal/the-unimate-first-digitally-operated-and-a-programmable-
robot
301.https://www.sri.com/hoi/shakey-the-robot/
302. https://www.leorover.tech/post/what-was-the-worlds-first-mobile-intelligent-robot
303.https://www.globaltranz.com/robotics-in-manufacturing/
304.https://slidetodoc.com/technology-history-of-robotics-1-introduction-to-robotics/
305.https://www.dailymail.co.uk/sciencetech/article-2694586/Coming-pub-near-Meet-
Asimo-multi-lingual-robotic-bartender-serve-drinks.html
306.http://www.diseno-art.com/encyclopedia/archive/ASIMO.html
307.https://www.timetoast.com/timelines/tech-fb9b90c8-b208-4594-8978-7f7adf5290c3
308.https://spinoff.nasa.gov/spinoff2003/hm_4.html
309.https://www.sciencesource.com/archive/Image/Robotics--HelpMate-Hospital-Robot-
SS2157425.html
310.https://slidetodoc.com/technology-history-of-robotics-1-introduction-to-robotics/
311.https://economictimes.indiatimes.com/the-history-of-robots/articleshow/3075438.cms
312.https://www.globaltranz.com/resource-hub/robotics-in-manufacturing/
313.https://www.timetoast.com/timelines/tech-fb9b90c8-b208-4594-8978-7f7adf5290c3
314.https://robotnews.wordpress.com/2007/03/31/home-navigation-robot-cye/
315.https://www.britannica.com/technology/robot-technology/Robotics-research
316.https://www.sony.com/en/SonyInfo/News/Press_Archive/199905/99-046/
317.https://spectrum.ieee.org/sony-halts-support-for-aibo-still-one-of-the-best-robot-toys-
ever
318.https://robots.ieee.org/robots/wakamaru/
319. https://www.japantimes.co.jp/news/2005/08/19/national/wakamaru-heads-for-
assembly-line/
320.https://www.mhi.com/news/csr160325.html
321.https://www.youtube.com/watch?v=nlJgmWTQSk8
322.https://www.foxnews.com/tech/300-pound-robot-is-new-breed-of-crime-fighting-
machine
323.https://www.theverge.com/2019/11/14/20964584/knightscope-security-robot-guards-
surveillance-devices-facial-recognition-numberplate-mobile-phone
324.https://www.sourcesecurity.com/insights/robot-security-guards-security-intelligence-
silicon-valley-co-9699-ga-co-12903-ga.21329.html
325. https://www.mercurynews.com/2016/07/11/report-security-robot-at-stanford-shopping-
center-runs-over-toddler/
326.https://www.educba.com/types-of-robots/
327.https://www.businesstraveller.com/business-travel/2017/11/18/hotel-jen-adds-relay-
robots-asia/
328.https://techcrunch.com/2016/02/15/the-savioke-robot-is-headed-to-a-hotel-near-you/
329.https://www.engineerlive.com/content/autonomous-robot-relies-3d-printing
‫المراجع‬
198

330.https://www.springwise.com/tech-explained-autonomous-robots/
331.https://roboticsandautomationnews.com/2018/12/06/swisslog-healthcare-displays-
robot-for-medication-delivery-in-the-us/20138/
332.https://www.valin.com/resources/blog/omron-adept-ecobra-scara-robot
333.https://www.iff.fraunhofer.de/en/business-units/robotic-systems/research/assistive-
robotics.html
334.https://lexpansion.lexpress.fr/high-tech/au-japon-1000-unites-de-pepper-le-robot-avec-
un-coeur-vendues-en-une-minute_1692118.html
335. https://www.wsj.com/articles/BL-JRTB-19279
336.http://www.parorobots.com/
337.https://goodtimes.ca/theres-a-robotic-revolution-in-eldercare/
338.https://www.bloomberg.com/news/articles/2018-11-26/fiat-is-said-to-weigh-robotics-
arm-sale-for-up-to-2-3-billion
339.https://www.youtube.com/watch?v=ykpr7hKOjCM
340.https://www.asmag.com/showpost/20919.aspx
341. https://www.therobotreport.com/irobot-genius-enables-personalized-control-cleaning-
robots/
342.https://www.youtube.com/watch?v=x6rA5E_Belk
343.https://ifr.org/downloads/press2018/WR%20Industrial%20Robots
%202019_Chapter_1.pdf
344. https://www.researchgate.net/figure/Service-robots-in-domestic-
applications_fig1_317914533
345. https://www.roboticstomorrow.com/article/2018/12/companion-robots-for-seniors/
12933
346.https://techcrunch.com/2018/08/13/this-happy-robot-helps-kids-with-autism/
347. https://www.chinadaily.com.cn/regional/chongqing/liangjiang/2017-05/19/
content_29422358.htm
348.https://time.com/5660046/robots-elderly-care/
349.https://www.swisslife.com/en/home/hub/technology-friend-of-advanced-years.html
350.https://thecjn.ca/news/canada/robot-brings-companionship-to-sick-kids/
351.https://robots.ieee.org/robots/reemb/
352.https://www.plantautomation-technology.com/interviews/francesco-ferro-pal-robotics
353.https://robots.ieee.org/robots/cobalt/
354.https://mobilerobotguide.com/2018/08/17/cobalt-robotics/
355.https://www.youtube.com/watch?v=VbIDXe5o5yM
356. https://www.fastradius.com/wp-content/uploads/2019/10/Cobalt.CaseStudy01.26.19.p
df
357.https://www.cobaltrobotics.com/integrating-robots-security-plan/
https://www.youtube.com/watch?v=CetBi5Pa2eE
358. https://kentonbrothers.com/commercial-security/robots-2020/
359. https://robots.ieee.org/robots/cobalt/
360.https://en.yibada.com/articles/162688/20160925/anbot-chinese-robot-patrols-airport-
armed-taser.htm
‫المراجع‬
199

361.https://www.hjdgvdfds.tk/products.aspx?
cname=knightscope+autonomous+security+robots&cid=24
362.https://robots.ieee.org/robots/k5/
363.https://www.robotsjaponeses.net/robot-anbot-un-policia-en-el-aeropuerto-chino/
364.https://fossbytes.com/chinese-security-robot-anbot-clone-of-dalek-terminator/
365.https://www.youtube.com/watch?v=9gFJEUVA2fI&t=129s
366.https://robo-c.ai/articles/robots-at-the-governments-service-public-servants-of-the-
future/
367.https://www.fellowfunders.es/blog/en/2020/04/30/robots-help-with-deliveries-for-the-
delivery-market/
368. https://www.wpr.org/uw-madison-adds-robot-delivery-service
369.https://www.starship.xyz/business/
370.https://www.zdnet.com/article/should-robots-be-able-to-deliver-booze/
371.https://www.businessinsider.com/starship-technologies-finds-kids-feeding-its-robots-
bananas-2021-1
372.https://postandparcel.info/77860/news/starship-technologies-secures-17-2m-in-seed-
funding/
373.https://business.robotlab.com/cruzr-robot
374.https://www.ubtechvietnam.com/en/product/cruzr/
375.https://www.robotlab.com/store/cruzr-health-monitoring-robot
376.https://www.businesswire.com/news/home/20200103005061/en/The-Future-of-
Robotics-Takes-Center-Stage-with-UBTECH-at-CES-2020
377.https://www.cnbc.com/2017/08/31/qihan-sanbot-nano-amazon-alexa-powered-
robot.html
378.http://aldarobotics.com/2020/07/26/sanbot-elf/
379.http://en.sanbot.com/industrial/education
380. http://www.bestrobot.us/news/why-is-sanbot-the-best-robot-for-supermarkets
381.http://en.sanbot.com/industrial/retail
382.https://www.youtube.com/watch?v=25SR5YpUq3g
383.http://en.sanbot.com/industrial/hospitality
384.http://en.sanbot.com/industrial/public-service
385.https://hospitalityinsights.ehl.edu/robots-during-covid-19
386.file:///C:/Users/VISTAA/Downloads/
Khamis_Meng_Wang_Azar_Prestes_Li_Hameed_Takacs_Rudas_Haidegger_112.pdf
387.https://www.softbankrobotics.com/emea/fr/blog/news-trends/how-have-humanoid-
robots-been-effective-supporting-our-healthcare-workers-during
388.https://www.intelligentliving.co/spot-robot-vital-signs/
389.https://pal-robotics.com/robots/ari/
390.https://blog.pal-robotics.com/project-spring-robotics-against-pandemic/#
391. https://pressroom.unitn.it/comunicato-stampa/artificial-intelligence-disi-welcomes-ari-
humanoid-robot
392. https://blog.pal-robotics.com/start-pilot-home-robot-ari-project-shapes/
393.https://blog.pal-robotics.com/a-solution-to-fight-covid-with-tiago-base-robot/
394.https://mobilerobotguide.com/2020/09/16/pal-robotics-and-accerion-successful-in-
hospital-delivery/
‫المراجع‬
‫‪200‬‬

You might also like