Due to rising online competition, increasing cost pressure and cross-channel customer
journeys, stationary retail has tried to develop innovative value propositions and co-create …

Abstract Service robots (SR) have the potential to revitalise value creation in brick-and-
mortar retailing. While both the competitive and evolving nature of the retailing industry as …

This chapter provides a literature overview on service robots in retailing and their impact on
customers. Our search stems from a Scopus database search, resulting in 18 relevant …

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 …

Service organizations, emboldened by the imperative to innovate, are increasingly
introducing robots to frontline service encounters. However, as they augment or substitute …

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 …

As the role of service robots has become increasingly important in service encounters,
existing literature has widely adopted the technology acceptance model to understand …

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 Although humanoid robots are increasingly adopted in many business settings, the
dynamic effects of anthropomorphism and the functional perceptions of service robots on …

This study examined the effect of resistance barriers on alternative attractiveness of service
robots and intention to use to explain the effect of innovation resistance against such robots …