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

Purpose Artificial intelligence (AI) has a significant impact on value co-creation (VCC).
However, a study providing a comprehensive summary of the current state of the art and …

Purpose The hospitality industry has recently witnessed explosive growth in robotization
with the replacement of robots in many areas. Yet, a key consideration in this robotics wave …

Purpose Customer service conversations are becoming increasingly digital and automated,
leaving service encounters impersonal. The purpose of this paper is to identify how …

Introduction With the advancement of technology and the increasing utilization of AI, the
nature of human work is evolving, requiring individuals to collaborate not only with other …

Co-creating customer experiences in service ecosystems: a study in a tourist destination |
Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish with us …

The growth in intelligent machines entering the workplace continues to challenge
organizations' digital transformation efforts. Various applications of simple to complex …

Purpose Retailers increasingly endeavour to implement artificial intelligence (AI)
innovations, such as humanoid social robots (HSRs), to enhance customer experience. This …

Purpose Service robots are expected to become increasingly common, but the ways in
which they can move around in an environment with humans, collect and store data about …

Abstract Co-creation 5.0 is a new era in which frontline employees (FLE) and service robots
work as a team. This study examines the consequences of co-creation 5.0 on service …