- Andreassen, T.W.; van Oest, R.D.; Lervik-Olsen, L. Customer inconvenience and price compensation: A multiperiod approach to labor-automation trade-offs in services. J. Serv. Res. 2018, 21, 173â183. [CrossRef]
Paper not yet in RePEc: Add citation now
- Barrett, M.; Davidson, E.; Prabhu, J. Service innovation in the digital age: Key contributions and future directions. MIS Q. 2015, 39, 135â154. [CrossRef]
Paper not yet in RePEc: Add citation now
Barrett, M.; Oborn, E.; Orlikowski, W.J.; Yates, J. Reconfiguring boundary relations: Robotic innovations in pharmacy work. Organ. Sci. 2012, 23, 1448â1466. [CrossRef]
- Bartneck, C.; KulicÌ, D.; Croft, E.; Zoghbi, S. Measurement instruments for the anthropomorphism, animacy, likeability, perceived intelligence, and perceived safety of robots. Int. J. Soc. Robot. 2009, 1, 71â81. [CrossRef]
Paper not yet in RePEc: Add citation now
- Beane, M. Learning to work with intelligent machines. Harvard Bus. Rev. 2019, 97, 140â148.
Paper not yet in RePEc: Add citation now
Belanche, D.; Casaló, L.V.; Flavián, C.; Schepers, J. Service robot implementation: A theoretical framework and research agenda. Serv. Ind. J. 2020, 40, 203â225. [CrossRef]
- BenMark, G.; Venkatachari, D. Messaging apps are changing how companies talk with customers. Harvard Bus. Rev. 2016, 23, 2â4.
Paper not yet in RePEc: Add citation now
- Bolton, R.N.; McColl-Kennedy, J.R.; Cheung, L.; Gallan, A.; Orsingher, C.; Witell, L.; Zaki, M. Customer experience challenges: Bringing together digital, physical and social realms. J. Serv. Manag. 2018, 29, 776â808. [CrossRef]
Paper not yet in RePEc: Add citation now
- Broadbent, E. Interactions with robots: The truths we reveal about ourselves. Annu. Rev. Psychol. 2017, 68, 627â652. [CrossRef]
Paper not yet in RePEc: Add citation now
- Brooks, R. More robots wonât mean fewer jobs. Harvard Bus. Rev. 2014, 2â4. Available online: https://hbr.org/amp/2014/06/ more-robots-wont-mean-fewer-jobs (accessed on 5 March 2021).
Paper not yet in RePEc: Add citation now
- Chen, Y.; Wu, F.; Shuai, W.; Chen, X. Robots serve humans in public placesâKejia robot as a shopping assistant. Int. J. Adv. Robot. Syst. 2017, 14, 1â20. [CrossRef]
Paper not yet in RePEc: Add citation now
- CÌaicÌ, M. Designed to Serve: Social Robots in Value Networks; Off Page: Amsterdam, The Netherlands, 2019.
Paper not yet in RePEc: Add citation now
- CÌaicÌ, M.; Mahr, D.; Oderkerken-Schröder, G. Value of social robots in services: Social cognition perspective. J. Serv. Mark. 2019, 33, 463â478. [CrossRef]
Paper not yet in RePEc: Add citation now
- Cooper, D. Loweâs Innovation Labs Redefine Retail with Robots and VR. Engadget. Available online: https://www.engadget. com/2015-01-08-we-meet-lowes-diy-robot.html (accessed on 5 March 2021).
Paper not yet in RePEc: Add citation now
- Dautenhahn, K. Embodiment and interaction in socially intelligent life-like agents. In Computation for Metaphors, Analogy and Agents; Nehaniv, C., Ed.; Springer: Berlin/Heidelberg, Germany, 1999; Volume 1562, pp. 102â141.
Paper not yet in RePEc: Add citation now
Davenport, T.; Guha, A.; Grewal, D.; Bressgott, T. How artificial intelligence will change the future of marketing. J. Acad. Mark. Sci. 2020, 48, 24â42. [CrossRef]
- Davenport, T.H.; Ronanki, R. Artificial intelligence for the real world. Harvard Bus. Rev. 2018, 96, 109â116.
Paper not yet in RePEc: Add citation now
- De Keyser, A.; Köcher, S.; Alkire, L.; Verbeeck, C.; Kandampully, J. Frontline service technology infusion: Conceptual archetypes and future research directions. J. Serv. Manag. 2019, 30, 156â183. [CrossRef]
Paper not yet in RePEc: Add citation now
- Fan, A.; Wu, L.; Miao, L.; Mattila, A.S. When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure?âThe moderating role of consumer technology self-efficacy and interdependent self-construal. J. Hosp. Mark. Manag. 2020, 29, 269â290. [CrossRef]
Paper not yet in RePEc: Add citation now
- Forlizzi, J. How robots will work with us isnât only a technological question. Harvard Bus. Rev. 2014, 2â3. Available online: https://hbr.org/2014/03/how-robots-will-work-with-us-isnt-only-a-technological-question (accessed on 18 August 2020).
Paper not yet in RePEc: Add citation now
Grandey, A.A.; Fisk, G.M.; Mattila, A.S.; Jansen, K.J.; Sideman, L.A. Is âservice with a smileâ enough? Authenticity of positive displays during service encounters. Organ. Behav. Hum. Decis. Process. 2005, 96, 38â55. [CrossRef]
Gursoy, D.; Chi, O.H.; Lu, L.; Nunkoo, R. Consumers acceptance of artificially intelligent (AI) device use in service delivery. Int. J. Inf. Manag. 2019, 49, 157â169. [CrossRef]
- Gustafsson, A.; Högström, C.; Radnor, Z.; Friman, M.; Heinonen, K.; Jaakkola, E.; Mele, C. Developing service researchâPaving the way to transdisciplinary research. J. Serv. Manag. 2016, 27, 9â20. [CrossRef]
Paper not yet in RePEc: Add citation now
- Hochman, D. This $25,000 Robotic Arm Wants to Put your Starbucks Barista out of Business. CNBC. Available online: https://www.cnbc.com/2018/05/08/this-25000-robot-wants-to-put-your-starbucks-barista-out-of-business.html (accessed on 5 March 2021).
Paper not yet in RePEc: Add citation now
- Holden, R.J.; Karsh, B.T. The technology acceptance model: Its past and its future in health care. J. Biomed. Inform. 2010, 43, 159â172. [CrossRef] [PubMed]
Paper not yet in RePEc: Add citation now
- Holley, P.; Eltagouri, M. âFlippyâ, the Fast Food Robot, Temporarily Decommissioned for Being too Slow. Wash. Post. Available online: https://www.washingtonpost.com/news/innovations/wp/2018/03/05/meet-flippy-a-burger-flipping-robotalternative -to-wage-earning-workers (accessed on 5 March 2021).
Paper not yet in RePEc: Add citation now
- Huang, M.-H.; Rust, R.T. Artificial intelligence in service. J. Serv. Res. 2018, 21, 155â172. [CrossRef]
Paper not yet in RePEc: Add citation now
- Ivanov, S.; Webster, C.; Berezina, K. Adoption of robots and service automation by tourism and hospitality companies. In Proceedings of the INVTUR 2017, Aveiro, Portugal, 17â19 May 2017.
Paper not yet in RePEc: Add citation now
- Jörling, M. Service robots: Drivers of perceived responsibility for service outcomes. J. Serv. Res. 2019, 22, 404â420. [CrossRef]
Paper not yet in RePEc: Add citation now
- Jones, K.S.; Schmidlin, E.A. Human-robot interaction: Toward usable personal service robots. Rev. Hum. Factors Ergon. 2011, 7, 100â148. [CrossRef]
Paper not yet in RePEc: Add citation now
- Kabadayi, S.; Ali, F.; Choi, H.; Joosten, H.; Lu, C. Smart service experience in hospitality and tourism services: A conceptualization and future research agenda. J. Serv. Manag. 2019, 30, 326â348. [CrossRef]
Paper not yet in RePEc: Add citation now
- Kuipers, B. Toward Morality and Ethics for Robots. In 2016 AAAI Spring Symposium Series; AAAI Publications: Palo Alto, CA, USA, 2016; pp. 40â57.
Paper not yet in RePEc: Add citation now
- Kuo, C.-M.; Chen, L.-C.; Tseng, C.-Y. Investigating an innovative service with hospitality robots. Int. J. Contemp. Hosp. Manag. 2017, 29, 1305â1321. [CrossRef]
Paper not yet in RePEc: Add citation now
- Kwak, H.-J.; Park, G.-T. Study on the mobility of service robots. Int. J. Eng. Technol. Innov. 2012, 2, 97â112.
Paper not yet in RePEc: Add citation now
Lacity, M.C.; Willcocks, L.P. A new approach to automating services. MIT Sloan Manag. Rev. 2016, 58, 40â49.
- Lee, Y.-C.; Wang, Y.-C.; Chien, C.-H.; Wu, C.-H.; Lu, S.-C.; Tsai, S.-B.; Dong, W. Applying revised gap analysis model in measuring hotel service quality. SpringerPlus 2016, 5, 1191. [CrossRef]
Paper not yet in RePEc: Add citation now
- Lu, V.N.; Wirtz, J.; Kunz, W.H.; Paluch, S.; Gruber, T.; Martins, A.; Patterson, P.G. Service robots, customers and service employees: What can we learn from the academic literature and where are the gaps? J. Serv. Theory Pract. 2020, 30, 361â391. [CrossRef]
Paper not yet in RePEc: Add citation now
- McKinsey&Company. A Future that Works: Automation, Employment, and Productivity. Available online: https://www. mckinsey.com/featured-insights/digital-disruption/harnessing-automation-for-a-future-that-works/de-de (accessed on 5 March 2021).
Paper not yet in RePEc: Add citation now
- Mende, M.; Scott, M.L.; van Doorn, J.; Grewal, D.; Shanks, I. Service robots rising: How humanoid robots influence service experiences and elicit compensatory consumer responses. J. Mark. Res. 2019, 56, 535â556. [CrossRef]
Paper not yet in RePEc: Add citation now
- Molloy, M. Useless Robot Waiters Fired for Incompetence in China. Telegraph 2016. Available online: https://www.telegraph.co. uk/technology/2016/04/11/useless-robot-waiters-fired-for-incompetence-in-china (accessed on 5 March 2021).
Paper not yet in RePEc: Add citation now
- Nam, K.; Dutt, C.S.; Chathoth, P.; Daghfous, A.; Khan, M.S. The adoption of artificial intelligence and robotics in the hotel industry: Prospects and challenges. Electron. Mark. 2020, 31, 553â574. [CrossRef]
Paper not yet in RePEc: Add citation now
- Nichols, G. Robot Fired from Grocery Store for Utter Incompetence. ZDNet. Available online: https://www.zdnet.com/article/ robot-fired-from-grocery-store-for-utter-incompetence (accessed on 5 March 2021).
Paper not yet in RePEc: Add citation now
- Paluch, S.; Wirtz, J.; Kunz, W.H. Service robots and the future of service. In Marketing WeiterdenkenâZukunftspfade für eine marktorientierte Unternehmensführung, Bruhn, M.; Kirchgeorg, M., Burmann, C., Eds.; Springer Gabler-Verlag: Berlin/Heidelberg, Germany, 2020.
Paper not yet in RePEc: Add citation now
Pandey, N.; Jha, S.; Rai, V. Ayushman Bharat: Service adoption challenges in universal healthcare system. South Asian J. Bus. Manag. Cases 2021, 10, 35â49. [CrossRef]
- Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. A conceptual model of service quality and its implications for future research. J. Mark. 1985, 49, 41â50. [CrossRef]
Paper not yet in RePEc: Add citation now
- Pinillos, R.; Marcos, S.; Feliz, R.; Zalama, E.; Gómez-GarcÃa-Bermejo, J. Long-term assessment of a service robot in a hotel environment. Robot. Auton. Syst. 2016, 79, 40â57. [CrossRef]
Paper not yet in RePEc: Add citation now
- Pino, M.; Boulay, M.; Jouen, F.; Rigaud, A.-S. âAre we ready for robots that care for us?â Attitudes and opinions of older adults toward socially assistive robots. Front. Aging Neurosci. 2015, 7, 141. [CrossRef] [PubMed]
Paper not yet in RePEc: Add citation now
- Prosser, M. Soon Weâll All Love Robots the Way Japan Loves Robots. Singul. Hub. Available online: https://singularityhub.com/ 2016/10/20/soon-well-all-love-robots-the-way-japan-loves-robots (accessed on 5 March 2021). Sustainability 2022, 14, 2692 23 of 23
Paper not yet in RePEc: Add citation now
- Qing-Xiao, Y.; Can, Y.; Zhuang, F.; Yan-Zheng, Z. Research of the localization of restaurant service robot. Int. J. Adv. Robot. Syst. 2010, 7, 227â238. [CrossRef]
Paper not yet in RePEc: Add citation now
- Qiu, H.; Li, M.; Shu, B.; Bai, B. Enhancing hospitality experience with service robots: The mediating role of rapport building. J. Hosp. Mark. Manag. 2020, 29, 247â268. [CrossRef]
Paper not yet in RePEc: Add citation now
- Ransbotham, S.; Kiron, D.; Gerbert, P.; Reeves, M. Reshaping business with artificial intelligence: Closing the gap between ambition and action. MIT Sloan Manag. Rev. 2017, 59. Available online: https://max.book118.com/html/2017/1217/144535498. shtm (accessed on 5 March 2021). Sustainability 2022, 14, 2692 22 of 23
Paper not yet in RePEc: Add citation now
- Rosene, F. Complacency and service quality: An overlooked condition in the gap model. J. Retail. Consum. Serv. 2003, 10, 51â55. [CrossRef]
Paper not yet in RePEc: Add citation now
- Shah, H.; Warwick, K.; Vallverdú, J.; Wu, D. Can machines talk? comparison of Eliza with modern dialogue systems. Comput. Hum. Behav. 2016, 58, 278â295. [CrossRef]
Paper not yet in RePEc: Add citation now
Tavakoli, R.; Mura, P. Netnography in tourismâbeyond web 2.0. Ann. Tour. Res. 2018, 73, 190â192. [CrossRef]
- Tung, V.W.S.; Au, N. Exploring customer experiences with robotics in hospitality. Int. J. Contemp. Hosp. Manag. 2018, 30, 2680â2697. [CrossRef]
Paper not yet in RePEc: Add citation now
- Tung, V.W.S.; Law, R. The potential for tourism and hospitality experience research in human-robot interactions. Int. J. Contemp. Hosp. Manag. 2017, 29, 2498â2513. [CrossRef]
Paper not yet in RePEc: Add citation now
- van Doorn, J.; Mende, M.; Noble, S.M.; Hulland, J.; Ostrom, A.L.; Grewal, D.; Petersen, J.A. Domo Arigato Mr. roboto: Emergence of automated social presence in organizational frontlines and customersâ service experiences. J. Serv. Res. 2017, 20, 43â58. [CrossRef]
Paper not yet in RePEc: Add citation now
- van Pinxteren, M.M.E.; Wetzels, R.W.H.; Rüger, J.; Pluymaekers, M.; Wetzels, M. Trust in humanoid robots: Implications for services marketing. J. Serv. Mark. 2019, 33, 507â518. [CrossRef]
Paper not yet in RePEc: Add citation now
Verhoef, P.C.; Business, G.; Lemon, K.N.; Parasuraman, A.; Roggeveen, A.; Tsiros, M.; Schlesinger, L.A. Customer experience creation: Determinants, dynamics and management strategies. J. Retail. 2009, 85, 31â41. [CrossRef]
- Virabhakul, V.; Huang, C. Effects of service experience on behavioral intentions: Serial multiple mediation model. J. Hosp. Mark. Manag. 2018, 27, 997â1016. [CrossRef]
Paper not yet in RePEc: Add citation now
- Welch, C. SoftBankâs Humanoid Robot Pepper is Getting a Job at Pizza Hut. Verge. Available online: https://www.theverge.com/ circuitbreaker/2016/5/24/11758978/softbank-pepper-humanoid-robot-pizza-hut-mastercard (accessed on 5 March 2021).
Paper not yet in RePEc: Add citation now
Wirtz, J.; Jerger, C. Managing service employees: Literature review, expert opinions, and research directions. Serv. Ind. J. 2016, 36, 757â788. [CrossRef]
- Wirtz, J.; Patterson, P.G.; Kunz, W.H.; Gruber, T.; Lu, V.N.; Paluch, S.; Martins, A. Brave new world: Service robots in the frontline. J. Serv. Manag. 2018, 29, 907â931. [CrossRef]
Paper not yet in RePEc: Add citation now
- Wykowska, A.; Chellali, R.; Al-Amin, M.; Muller, H. Implications of robot actions for human perception. How do we represent actions of the observed robots? Int. J. Soc. Robot. 2014, 6, 357â366. [CrossRef]
Paper not yet in RePEc: Add citation now
- Xiao, L.; Kumar, V. Robotics for customer service: A useful complement or an ultimate substitute? J. Serv. Res. 2019, 24, 9â29. [CrossRef]
Paper not yet in RePEc: Add citation now
- Yu, C.-E. Humanlike robot and human staff in service: Age and gender differences in perceiving smiling behaviors. In Proceedings of the 2018 7th International Conference on Industrial Technology and Management (ICITM), Oxford, UK, 7â9 March 2018.
Paper not yet in RePEc: Add citation now
- Yu, C.-E. Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews. J. Hosp. Mark. Manag. 2020, 29, 22â38. [CrossRef]
Paper not yet in RePEc: Add citation now
- Zalama, E.; GarcÃa-Bermejo, J.G.; Marcos, S.; DomÃnguez, S.; Feliz, R.; Pinillos, R.; López, J. Sacarino, a Service Robot in a Hotel Environment. In ROBOT2013: First Iberian Robotics Conference; Armada, M.A., Sanfeliu, A., Ferre, M., Eds.; Springer International Publishing: New York, NY, USA, 2014; pp. 3â14.
Paper not yet in RePEc: Add citation now
- Zeithaml, V.A.; Berry, L.L.; Parasuraman, A. The nature and determinants of customer expectations of service. J. Acad. Mark. Sci. 1993, 21, 1â12. [CrossRef]
Paper not yet in RePEc: Add citation now
- Zhang, K.Z.K.; Benyoucef, M. Consumer behavior in social commerce: A literature review. Decis. Support. Syst. 2016, 86, 95â108. [CrossRef]
Paper not yet in RePEc: Add citation now
- Zuboff, S. In the Age of the Smart Machine: The Future of Work and Power; Basic Books Inc.: New York, NY, USA, 1988; Volume 22, p. 154. Sustainability 2022, 14, 2692 21 of 23
Paper not yet in RePEc: Add citation now