Purpose The paper focuses on extended reality technologies and their potential contribution
to the improvement of services. First, it identifies extended reality technologies (AR/VR) as …

This article reviews and advances existing literature concerning artificial intelligence
decision-making in shopping patterns. In this research, previous findings were cumulated …

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 …

The rapid robotization of the hotel industry faces reluctance from frontline employees. This
study aims to explore frontline employees' intentions to use service robots in the hotel …

Building on anthropomorphism and regulatory focus theories, this research examines the
effect of humanizing artificial intelligence (AI)-powered robo-advisors on investment …

Service robots are used in all aspects of the service industry and improve business
efficiency dramatically. However, service robot failures are also prevalent. This paper …

In the context of the wide application of service robots, customers will question whether
service robots or human staff provide higher service quality. Grounded in means-ends chain …

Purpose The purpose of this research is to understand whether service robots can
safeguard servicescapes from deviant consumer behaviour. Using routine activity theory …

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