We report a mixed-methods field experiment of a conversational service robot deployed under everyday staffing discretion in a live bedding store. Over 12 days we alternated three conditions--Baseline (no robot), Robot-only, and Robot+Fixture--and video-annotated the service funnel from passersby to purchase. An explanatory sequential design then used six post-experiment staff interviews to interpret the quantitative patterns. Quantitatively, the robot increased stopping per passerby (highest with the fixture), yet clerk-led downstream steps per stopper--clerk approach, store entry, assisted experience, and purchase--decreased. Interviews explained this divergence: clerks avoided interrupting ongoing robot-customer talk, struggled with ambiguous timing amid conversational latency, and noted child-centered attraction that often satisfied curiosity at the doorway. The fixture amplified visibility but also anchored encounters at the threshold, creating a well-defined micro-space where needs could ``close'' without moving inside. We synthesize these strands into an integrative account from the initial show of interest on the part of a customer to their entering the store and derive actionable guidance. The results advance the understanding of interactions between customers, staff members, and the robot and offer practical recommendations for deploying service robots in high-touch retail.

翻译：我们报告了一项在活跃床上用品商店中部署会话服务机器人的混合方法实地实验，该实验在日常人员配置自主权下进行。在12天里，我们交替设置了三种条件——基线（无机器人）、仅机器人、以及机器人+固定装置——并通过视频标注了从路人到购买的服务漏斗。随后采用解释性顺序设计，通过六次实验后员工访谈来解释定量模式。定量数据显示，机器人提高了每位路人的停留率（在固定装置条件下最高），然而由店员主导的下游步骤——店员接近、进店、协助体验和购买——却有所下降。访谈解释了这种分歧：店员避免打断正在进行的机器人与顾客对话，在会话延迟中难以把握模糊的时机，并注意到以儿童为中心的吸引力往往在门口就满足了好奇心。固定装置增强了可见性，但也将互动锚定在门槛处，创造了一个明确的微空间，使得需求可以在不进入店内的情况下“终结”。我们将这些线索综合成一个从顾客最初表现出兴趣到进入商店的整合性解释，并推导出可操作的指导。研究结果深化了对顾客、员工与机器人之间交互的理解，并为在高接触零售环境中部署服务机器人提供了实用建议。