Understanding consumer emotions arising from robot-customers encounters and shared
through online reviews is critical for forecasting consumers' intention to adopt service robots …

Artificial intelligence (AI) is likely to spawn revolutionary transformational effects on service
organizations, including by impacting the ways in which firms engage with their customers …

This study examines how the certainty of consumer needs affects consumers' acceptance of
artificial intelligence (AI) chatbots in the online pre-purchase stage. Three experiments are …

Purpose Service robots are now an integral part of people's living and working environment,
making service robots one of the hot topics for service researchers today. Against that …

Purpose As service robots increasingly interact with customers at the service encounter, they
will inevitably become an integral part of employee's work environment. This research …

Customers in sales processes increasingly encounter automated sales agents (ASAs) that
complement or replace human sales agents (HSAs). Yet, little is known about whether, how …

Recent technological advances allow artificial intelligence (AI) to perform tasks that require
high warmth, such as caring, understanding others' feelings, and being friendly. However …

Purpose Have you been to a smart restaurant, and how were its services? A common
limitation of hospitality studies stems from the lack of research on how service quality is …

Despite the documented benefits of Artificial Intelligence (AI) to the service industry, the
service employees' fear of being replaced by AI continues to be a major concern as we …

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 …