Service robot implementation: a theoretical framework and research agenda
Service robots and artificial intelligence promise to increase productivity and reduce costs,
prompting substantial growth in sales of service robots and research dedicated to …
prompting substantial growth in sales of service robots and research dedicated to …
Survey of conversational agents in health
Artificial intelligence (AI) has transformed the world and the relationships among humans as
the learning capabilities of machines have allowed for a new means of communication …
the learning capabilities of machines have allowed for a new means of communication …
Service robots, agency and embarrassing service encounters
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 …
service robots. In contrast, this study is one of the first to explore a service context where …
Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model
Because of continuous improvements in their underlying technologies, customers perceive
frontline robots as social actors with a high level of humanness, both in appearance and …
frontline robots as social actors with a high level of humanness, both in appearance and …
Alexa, do voice assistants influence consumer brand engagement?–Examining the role of AI powered voice assistants in influencing consumer brand engagement
Artificially Intelligent (AI) voice assistants (VAs) are continuing to grow in popularity amongst
consumers. While in their infancy, several brands are now utilising VAs such as the Amazon …
consumers. While in their infancy, several brands are now utilising VAs such as the Amazon …
Hey Alexa… examine the variables influencing the use of artificial intelligent in-home voice assistants
Abstract Artificial Intelligent (AI) In-home Voice Assistants have seen unprecedented growth.
However, we have little understanding on the factors motivating individuals to use such …
However, we have little understanding on the factors motivating individuals to use such …
The future of in-store technology
This paper introduces a conceptual framework for understanding new and futuristic in-store
technology infusions. First, we develop a 2× 2 typology of different innovative and futuristic …
technology infusions. First, we develop a 2× 2 typology of different innovative and futuristic …
Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications
The rise of humanoid robots in hospitality services accelerates the need to understand
related consumer reactions. Four scenario-based experiments, building on social presence …
related consumer reactions. Four scenario-based experiments, building on social presence …
The impact of chatbot conversational skill on engagement and perceived humanness
Conversational agents (CAs)—frequently operationalized as chatbots—are computer
systems that leverage natural language processing to engage in conversations with human …
systems that leverage natural language processing to engage in conversations with human …
Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers' service experiences
Technology is rapidly changing the nature of service, customers' service frontline
experiences, and customers' relationships with service providers. Based on the prediction …
experiences, and customers' relationships with service providers. Based on the prediction …