  More and more stores in Poland are adopting robots as customer assistants or
promotional tools. However, customer attitudes to such novelty remain
unexplored. This study focused on the role of social robots in self-service
cafes. This domain has not been explored in Poland before, and there is not
much research in other countries as well. We conducted a field study in two
cafes with a teleoperated robot Nao, which sat next to the counter serving as
an assistant to a human barista. We observed customer behavior, conducted
semi-structured interviews and questionnaires with the customers. The results
show that Polish customers are neutral and insecure about robots. However, they
do not exhibit a total dislike of these technologies. We considered three
stages of the interaction and identified features of each stage that need to be
designed carefully to yield user satisfaction.
