Lu, Vinh Nhat; Wirtz, Jochen; Kunz, Werner H.; Paluch, … - In: Journal of Service Theory and Practice 30 (2020) 3, pp. 361-391
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 practitioners alike. In this article, we undertake a systematic review of the business literature about the impact of service...