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: 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: 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....

Purpose – Robots are predicted to have a profound impact on the service sector. The emergenceof 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...

The digital service revolution will significantly change the way we do business. A big part of this revolution are service robots in various forms and shapes. In this article, we illustrate the implication of service robots for the service industry. We compare service robots with traditional...