This study consolidates the limited research on real-life customer experiences with hotels
that have integrated service robots (SR) grounded in the Usability, Social Acceptance, User …

Purpose Companies utilize increasingly capable Artificial Intelligence (AI) technologies to
deliver modern services across a range of consumer service industries. AI autonomy …

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

Customer privacy concerns and service scenarios are important influencing factors affecting
the adoption of service robots. This research examines the mechanism and boundary …

From an interactionist perspective, we argue that what happens and how service is
delivered during the human-robot interaction may alter the extent to which customers accept …

Cryptocurrencies have ballooned into a billion‐dollar business. To inform regulations aimed
at protecting consumers vulnerable to suboptimal financial decisions, we investigate crypto …

A frequently made assumption–supported in a large number of empirical studies–is that
customer satisfaction stemming from a service encounter influences the customer's …

In an era of transformation fueled by Artificial Intelligence (AI), human resistance to adopt
this powerful technology has emerged as one of its most critical barriers. In a series of four …

Brands are increasingly using the metaverse to promote sales of products and services, but
the social influence of avatars in that context is largely unknown. Grounded in social impact …

The integration of robots in customer service has attracted considerable interest from both
academia and industry. While some studies highlight positive impacts on customer …