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 …

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 …

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

Purpose This paper investigates the reasons for the differences in customers' acceptance of
service robots (CASR) in actual experience and credence service settings for the following …

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 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 …

Purpose Service robots have increasingly been utilized in retail settings, yet empirical
research on how frontline employees (FLEs) might deal with this new reality remains scarce …

Purpose The purpose of this study is to empirically investigate what aspects of service robot
interactions with customers can lead to meaningful outcomes in the view of customers. The …

We propose a conceptual framework that includes the antecedents and consequences of
firms' adopting and integrating robotics into their customer service operations. Drawing …