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 …

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 …

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

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 …

Taking a systematic literature review approach, this study examines research on service
robot adoption from hospitality employees' perspectives. The findings reveal the current …

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

Purpose This study aims to introduce a conceptual framework for service robot (SR)
acceptance by customers, employees and policymakers–a framework to help determine …