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 …

Service robots and artificial intelligence promise to increase productivity and reduce costs,
prompting substantial growth in sales of service robots and research dedicated to …

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 …

Companies are increasingly employing text-based chatbots as a time and cost-efficient way
to interact with customers. While companies begin to explore anthropomorphic chatbot …

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 …

Purpose Robots are predicted to have a profound impact on the service sector. The
emergence of robots has attracted increasing interest from business scholars and …

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 …

The rise of humanoid robots in hospitality services accelerates the need to understand
related consumer reactions. Four scenario-based experiments, building on social presence …

AI chatbots have been widely applied in the frontline to serve customers. Yet, the existing
dimensions and scales of service quality can hardly fit the new AI environment. To address …

The enhancement of consumer well-being is critical for technology companies in building
customer loyalty. Voice assistants (VAs), as the intelligent products launched by technology …