The increasing adoption of AI chatbots in online shopping assistance, as a complement or
substitute for human frontline employees (HFLEs), leads to the question whether HFLEs …

Purpose The service sector is at an inflection point with regard to productivity gains and
service industrialization similar to the industrial revolution in manufacturing that started in the …

Purpose Many service industries are facing severe labor shortages. As a result, service
providers are turning to new sources of labor, such as service robots. Critics however often …

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

The Covid-19 pandemic has stimulated the use of social robots in front-office services.
However, some initial applications yielded disappointing results, as managers were …

Would consumers experience the same psychological processes when adopting AI service
robots in different service areas? Results of multigroup structural equation modeling (n …

With the increasingly prevalent of service robots in tourism and hospitality sectors, service
success relies heavily on robot acceptance. However, most of tourism practitioners are …

This special issue on AI and robots in service interactions of the Journal of Service
Management Research aims to contribute and elaborated our understanding of the new …

Purpose Robots, as the crystallization of new artificial intelligence, are being applied in
various fields, especially the hotel industry. They are seizing the opportunities, using …

Viewing robots as service agents that provide services to customers for value exchange, the
study developed a scale to measure robotic service quality. The scale underwent several …