Chapter 2: The Rise of Service Robots in Retailing: Literature Review on Success Factors and Pitfalls
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Published:2020
Laurens De Gauquier, Malaika Brengman, Kim Willems, 2020. "The Rise of Service Robots in Retailing: Literature Review on Success Factors and Pitfalls", Retail Futures: The Good, the Bad and the Ugly of the Digital Transformation, Eleonora Pantano
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Abstract
This chapter provides a literature overview on service robots in retailing and their impact on customers. Our search stems from a Scopus database search, resulting in 18 relevant studies (2009–2019). Current research trends are discussed and future research opportunities are provided.
Service robots (SRs) in retail is an emerging topic for both scholars and practitioners.
Most of the studies are performed in the field using observational methods.
To date, there is a lack of using uniform frameworks in order to fully understand customer–robot interactions.
The dark side of robots in retail is still an underexplored area.
