Purpose The human service triad (ie the relationship between the customer, frontline
employee (FLE) and managerial employee) experiences a range of well-being challenges …

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 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 …

This paper investigates how service failures affect customers by comparing human-robot
interactions with human-human interactions. More specifically, it compares customers' …

Purpose Recent service studies suggest focusing on the service triad consisting of
technology-customer-frontline employee (FLE). This study empirically investigates the role of …

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 …

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

This study combines the customer experience, service robot, and communication literatures
to explore how a service robot's personality affects the overall service robot experience. It …

Although service robots are causing a paradigm shift in the service industry by creating new
interactions with customers, there is limited knowledge regarding which elements of service …

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 …