Service robots are taking over the frontline. They can possess three types of artificial
intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences …

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

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 …

Purpose Robots are predicted to have a profound impact on the service sector. The
emergence of robots has attracted increasing interest from business scholars and …

Service robots and artificial intelligence promise to increase productivity and reduce costs,
prompting substantial growth in sales of service robots and research dedicated to …

Understanding consumer emotions arising from robot-customers encounters and shared
through online reviews is critical for forecasting consumers' intention to adopt service robots …

Purpose The service sector is at an inflection point with regard to productivity gains and
service industrialization similar to the industrial revolution in manufacturing that started in the …

This article develops a strategic framework for using artificial intelligence (AI) to engage
customers for different service benefits. This framework lays out guidelines of how to use …

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

Because of continuous improvements in their underlying technologies, customers perceive
frontline robots as social actors with a high level of humanness, both in appearance and …