An increasing number of firms introduce service robots, such as physical robots and virtual
chatbots, to provide services to customers. While some firms use robots that resemble …

Abstract Knowledge production within the interdisciplinary field of human–robot interaction
(HRI) with social robots has accelerated, despite the continued fragmentation of the …

Robots are the next wave in service technology; however, this advanced technology is not
perfect. This research examines how social perceptions regarding the warmth and …

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 …

Although robots are increasingly used in service provision, research cautions that
consumers are reluctant to accept service robots. Five lab, field, and online studies reveal an …

Purpose Service robots can offer benefits to consumers (eg convenience, flexibility,
availability, efficiency) and service providers (eg cost savings), but a lack of trust hinders …

Numerous businesses have employed chatbots with a human-like speaking ability to assist
customers with online shopping and customer service; however, it is uncertain whether or …

The growing implementation of robotics in hospitality and tourism requires broader research
into customers' experience with service robots. This study explores human-robot interaction …

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

Although there are several marketing implications that have been considered in the context
of social media marketing, less attention has been paid to the influence of antecedents of …