.... Carlos Flavián is the corresponding author and can be contacted at: cflavian@unizar.es Technological advances in robotics and artificial intelligence (AI) are radically changing service provision (Belanche et al., 2020a ; Lu et al., 2020 ; Robinson et al., 2020). Huang...

...Michelle M.E. Van Pinxteren; Mark Pluymaekers; Jos G.A.M. Lemmink Purpose Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them...