Paluch, Stefanie; Tuzovic, Sven; Holz, Heiko F.; Kies, … - In: Journal of Service Management 33 (2021) 2, pp. 363-388
Purpose: As service robots increasingly interact with customers at the service encounter, they will inevitably become an integral part of employee's work environment. This research investigates frontline employee's perceptions of collaborative service robots (CSR) and introduces a new...