Abstract Purpose of Review We provide an outlook on the definitions, laboratory research,
and applications of social robots, with an aim to understand what makes a robot social—in …

The improved performance of technological capabilities in the field of artificial intelligence
(AI), including computer vision and natural language processing, makes it possible to …

Driven by the need to provide continuous, timely, and efficient customer service, firms are
constantly experimenting with emerging technological solutions. In recent times firms have …

Artificial intelligence (AI) service failures are inevitable in hospitality companies; thus, how AI
service recovery retains customers is an issue that cannot be ignored. This article focuses …

Purpose Artificial intelligence (AI)-based chatbots have brought unprecedented business
potential. This study aims to explore consumers' trust and response to a text-based chatbot …

The current understanding of anthropomorphic AI service robots (AISR) remains mostly
fragmented in literature. Based on related research and CASA framework, this research …

Lack of trust is one of the main obstacles standing in the way of taking full advantage of the
benefits artificial intelligence (AI) has to offer. Most research on trust in AI focuses on …

Social robots have become pervasive in the tourism and hospitality service environments.
The empirical understanding of the drivers of visitors' intentions to use robots in such …

Previous studies provide inconsistent evidence regarding the effect of anthropomorphism on
customers' willingness to use AI service agents. This paper explains the reason by …

Disclosing personal information to another person has beneficial emotional, relational, and
psychological outcomes. When disclosers believe they are interacting with a computer …