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...

Purpose: The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial...

Purpose: Commercial entities (e.g. health and life insurance, airlines and supermarkets) in different countries have recently begun to introduce wearable technology as part of the consumer journey and as a means of enhancing the business value chain. While a firm’s decision to adopt such new...

Purpose: Companies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery processes. The purpose of this paper is to explore potential differences in consumers’ reactions to service...

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...

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 service robots are likely to be the preferred service delivery mechanism over human frontline employees....