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 …

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

Purpose This study aims to investigate the impact of both physical and personality-related
anthropomorphic features of an artificial intelligence service robot on the cognitive and …

Purpose Service robots can offer benefits to consumers (eg convenience, flexibility,
availability, efficiency) and service providers (eg cost savings), but a lack of trust hinders …

Abstract Service robots are beginning to be a popular choice in the frontline of customer
service. It is important to explore how interacting with humanoid service robots (vs. human …

An increasing number of firms introduce service robots, such as physical robots and virtual
chatbots, to provide services to customers. While some firms use robots that resemble …

Purpose Drawing on the cognitive–affective–conative framework, this study aims to develop
a model of service robot acceptance in the hospitality sector by incorporating both cognitive …

Purpose This study aims to examine humans' reactions to service robots' display of warmth
in robot-to-robot interactions–a setting in which humans' impressions of a service robot will …

The rise of humanoid robots in hospitality services accelerates the need to understand
related consumer reactions. Four scenario-based experiments, building on social presence …

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 …