Effect of the Multidimensional Amthropomorphism Features of a Guide Social Service Robot Applying SOR Model on Satisfaction: Focusing on the Dual Mediating Effects of Social Distancing and Trust

This study applies the Stimulus-Organism-Response (SOR) model to analyze the role of anthropomorphic characteristics in guidance service robots. These robots, deployed in diverse settings such as hospitals, airports, and cultural venues, are examined as social actors influencing user satisfaction and social distance. The SOR model explains how external stimuli (anthropomorphic traits) influence users' internal states (social distance and trust), which subsequently affect their responses (satisfaction). Key anthropomorphic traits such as intimacy, nonverbal communication, and civility were found to significantly reduce social distance and enhance trust, leading to higher user satisfaction. Interestingly, verbal communication directly impacted satisfaction without necessarily building trust. This study highlights the importance of nonverbal interaction and emotional connection in shaping user perceptions of robots as social actors. The findings offer insights into optimizing the design of guidance service robots to enhance their social roles and improve user experiences.