This paper explores which type of service robot (functional vs. social) is evaluated more
favorably depending on a firm's communal or exchange relationship orientation and the …

Customer comfort during service interactions is essential for creating enjoyable customer
experiences. However, although service robots are already being used in a number of …

Service robots are used in all aspects of the service industry and improve business
efficiency dramatically. However, service robot failures are also prevalent. This paper …

This study combines the customer experience, service robot, and communication literatures
to explore how a service robot's personality affects the overall service robot experience. It …

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 …

This study investigated the influence of service robot attributes on customers' hospitality
experience from the perspective of relationship building. Through literature review and a …

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 …

Abstract Service robots (SRs) are fast becoming the source of automated service delivery
processes and personalized frontline customer experiences in service firms. This study …

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 …

Purpose This paper investigates the reasons for the differences in customers' acceptance of
service robots (CASR) in actual experience and credence service settings for the following …