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 …

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 study develops and validates a scale of Social Service Robot Interaction Trust (SSRIT)
that measures consumers' trust toward interaction with AI social robots in service delivery …

Although service providers increasingly adopt social robots, much remains to be learned
about what influences customers' experiences with robots. To address this issue, this study …

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

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

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 …

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 …

With rapid advances in technologies, especially in artificial intelligence, smart sensors, big
data analytics, and robotics, the service industry began introducing robots to perform a …

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