Future work may want to include additional literature streams, including those in computer science, engineering and information systems. Our review focused on the business and service literature. In addition, more empirical research is needed, especially on the long(er)-term usage service robots on actual behaviors, the well-being and potential downsides and (ethical) risks for customers and service employees. We feel that more research is needed to build an overarching theory.
We also conclude that current research on service robots is fragmented, is largely conceptual in nature and focused on the initial adoption stage. employee benefits such as reduced routine work, enhanced productivity and job satisfaction potential negative consequences such as loss of autonomy and a range of negative psychological outcomes opportunities for human–robot collaboration job insecurity and robot-related up-skilling and development requirements). overarching frameworks on acceptance and usage of service robots characteristics of service robots and anthropomorphism and potential for enhanced and deteriorated service experiences) and service employees (e.g. The analysis of the identified studies yielded multiple observations about the impact of service robots on customers (e.g.
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We analyzed the literature on service robots as they relate to customers and employees in business journals listed in the Financial Times top 50 journals plus all journals covered in the cross-disciplinary SERVSIG literature alerts.
In this article, we undertake a systematic review of the business literature about the impact of service robots on customers and employees with the objective of guiding future research. The emergence of robots has attracted increasing interest from business scholars and practitioners alike. Robots are predicted to have a profound impact on the service sector.
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