… We focus on waiter robots operating in restaurants as a prototypical frontline service
innovation in hospitality that is taking off in China and other countries around the world (Nguyen …

… implement service robots (ie cost reduction and service enhancement) … Following previous
research on robot’s acceptance, our … of robot’s humanlikeness and their affinity with the robot. …

… with frontline robots, or one extreme on the human–robot continuum, to establish a foundation
for our prediction that the middle part of the continuum actually is more relevant to service, …

… As such, the level of frontline task ambidexterity requires firms to enhance more employee-focused
information processing capabilities. The second objective of this study thus was to …

… Consequently, they have explored social-level operations and enhancement mechanisms
in the automated service encounter. Previous studies have demonstrated that a high level of …

… interaction between frontline employees and service robots is a … three categories (employee,
robot and job attributes) that … of how service employee–robot collaboration may differ. …

… Consequently, this article develops and tests a holistic framework to ascertain a deeper
understanding of customer perceptions of frontline service robots (FLSRs) than has previously …

… within service contexts and to further develop existing classifications and the roles of both
technology and frontline … of technological enhancement, and often contextualised to robots and …

… research has focused on the customer's view of a service provided by front-line employee
in a … We are at the start of a new era and new revolution, where AI and robots will enhance …

… the machine heuristic model and fairness theory, and provides insights for managers to
properly utilize AI robots to enhance service fairness on the service industry frontline. …