Robo-advisors, also known as robo-advisory services, significantly reshape customer
service in financial advisory industries, transforming retail investor markets by substituting …

Social distancing and low-touch services have been fuelled by the COVID-19 pandemic,
leading to a paradoxical dilemma for service providers to balance high-quality service and …

Purpose The purpose of this study is twofold. Firstly, the authors have conducted a
systematic investigation considering the historical pandemic periods (1991–2021) over 30 …

Analyzing human-robot collaboration, this study draws on insights from cognitive science
and psychology, with a particular focus on developing strategies for instructing robots and …

Purpose Notwithstanding their potential benefits especially for individuals with low health
literacy, users are still somewhat skeptical about the reliability of healthcare chatbots. The …

This research, grounded in privacy calculus theory, examines how the
anthropomorphization of AI agents affects consumers' perceptions of privacy risks …

Purpose Customer value co-creation in robots-mediated hospitality encounters involves
active collaboration between customers and robots. In such encounters, robot capabilities …

Many companies are now using service robots to partially replace human employees.
Despite robots service failures are inevitable, very little is understood about how to mitigate …

The hospitality industry is increasingly using service robots to assist customers with problem-
solving. However, customers' responses to assistance from service robots are not always …

Online consumers rely on two hospitality channels, direct websites and online travel agents
(OTAs), to search for and book hospitality services. Although these online service channels …