Despite the rise of human-robot interaction research, the mixed findings of human-likeness
in consumer evaluation exist. Focusing on the restaurant sector, this research investigates …

Purpose Recent service studies suggest focusing on the service triad consisting of
technology-customer-frontline employee (FLE). This study empirically investigates the role of …

Robots and artificial intelligence are essential to the future of the hospitality industry, and
they are receiving increasing interest from hotel managers and researchers. However, the …

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 …

Previous studies provide inconsistent evidence regarding the effect of anthropomorphism on
customers' willingness to use AI service agents. This paper explains the reason by …

Artificial intelligence (AI) is rapidly reconstructing consumer experiences with brands in
recent years. However, there have been the unsettled debates on whether humans react to …

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

Purpose The purpose of this paper is to explore what drives customer acceptance of
frontline service robots (FSR), as a result of their interaction experiences with FSR in the …

Stefano Mazzola/Shutterstock. com sensors, cameras, chips), wearable technologies, and
code or software such as analytics, speech processing, image processing, biometrics, virtual …

As service robots are envisioned to provide decision-making support (DMS) in public places,
it is becoming essential to design the robot's manner of offering assistance. For example …