Abstract Service robots are on the rise. Technological advances in engineering, artificial
intelligence, and machine learning enable robots to take over tasks traditionally carried out …

This article reports findings from four studies examining blame attribution following service
failures perpetrated by frontline robots or human service providers. Findings show that when …

This research investigates how consumers attribute service failure and recovery
responsibilities and respond to them differently based on the service provider agent type …

The use of service robots is on the rise. Characterized by technology autonomy with a
physical embodiment, service robots have a higher level of social presence than other …

Purpose Extant research mainly focused on potentially negative customer responses to
service robots. In contrast, this study is one of the first to explore a service context where …

Organizations are increasingly relying on service robots to improve efficiency, but these
robots often make mistakes, which can aggravate customers and negatively affect …

Robots are the next wave in service technology; however, this advanced technology is not
perfect. This research examines how social perceptions regarding the warmth and …

Robots or frontline employees? Exploring customers’ attributions of responsibility and
stability after service failure or success | Emerald Insight Books and journals Case studies …

Robots are being implemented in many frontline services, from waiter robots in restaurants
to robotic concierges in hotels. A growing number of firms in hospitality and tourism …

Although robots are increasingly used in service provision, research cautions that
consumers are reluctant to accept service robots. Five lab, field, and online studies reveal an …