Abstract Service robot research recognizes that dyadic customer–service provider
interactions do not occur in isolation, yet it has not comprehensively detailed human–robot …

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

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

As service robots become increasingly common in the marketplace, more research is
necessary to better understand customer perceptions of and responses to those robots …

Recent research has established a positive relationship between the use of service robots
powered by artificial intelligence in hospitality firms and customer satisfaction online ratings …

Purpose This study aims to apply the elaboration likelihood model to explore when, how and
why robotic services increase customer engagement. Design/methodology/approach A field …

The widespread integration of service robots in the tourism and hospitality industry has
shifted from human-to-human interaction to human-to-robot interaction during service …

Purpose Taking a mixed-method approach, this research developed and validated a novel,
value-centric experience framework delineating robotic involvement in the service encounter …

Stationary retailers continue to try to respond to customers' needs with regard to service
offering and quality. Consequently, they are attempting to develop innovative value …

Purpose–The purpose of this chapter is to conduct a critical literature review that examines
the origins and development of research on service robots in organizations, as well as the …