Service robot implementation: a theoretical framework and research agenda
By Daniel Belanche, Luis Vicente Casaló, Carlos Flavián, Jeroen J. L. Schepers. Service Industries Journal, 2019
573 citations recorded by the source corpus.
ABSTRACT Service robots and artificial intelligence promise to increase productivity and reduce costs, prompting substantial growth in sales of service robots and research dedicated to understanding their implications. Nevertheless, marketing research on this phenomenon is scarce. To establish some fundamental insights related to this research domain, the current article seeks to complement research on robots’ human-likeness with investigations of the factors that service managers must choose for the service robots implemented in their service setting. A three-part framework, comprised of robot design, customer features, and service encounter characteristics, specifies key factors within each category that need to be analyzed together to determine their optimal adaptation to different service components. Definitions and overlapping concepts are clarified, together with previous knowledge on each variable and research gaps that need to be solved. This framework and the final research questions provide a research agenda to guide scholars and help practitioners implement service robots successfully.
Subfields: Artificial Intelligence, Marketing, Social Psychology
View Paper: https://www.semanticscholar.org/paper/25b4ec39ce318137418e62ff44b440bd10bafd35
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Citations in the corpus
- Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, background): “Others have focused on the role of frontline robots and their artificial intelligence (AI) and machine learning capabilities (Belanche et al., 2020; Huang and Rust, 2018; Van Doorn et al., 2017; Wirtz et al., 2018).”
- Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model (2021, background): “tellers in some branches of the Bank of Tokyo (Belanche et al., 2020b), and some hotels feature robots performing hotel tasks such as check ‐ in, luggage, and room service (Tussyadiah & Park, 2018; Tussyadiah et al., 2020).”