... discrimination AI preference Consumer behavior Service encounters Ethicality Social comfort Cultural tightness Customer service Experimental design Artificial intelligence (AI) Service robot China Scholarship Council 202408450077 China Scholarship Council; No. 202408450077. Human...

...Nivin Vinoi; Amit Shankar Purpose This study aims to investigate how service robot design characteristics influence the propensity for moral disengagement during service failures. Specifically, it examines how two key design characteristics, appearance (humanoid vs android) and interaction style...

... research, and research overall, into AI and AI usage alongside wider research into service robots and technology. Design/methodology/approach The authors conceptualize the importance of human-centric services. In particular, the authors focus on services with humans as the central actors as well...

... Trust Service robot Artificial intelligence (AI) Social robots In polarized societies, the promise of artificial intelligence (AI) in public life is paradoxical: while these systems offer new tools for access, efficiency, and interaction, they also risk reinforcing the very social divisions...

... rights only Service encounter Technology and service Smart services Service robot In recent years, consumers have become increasingly familiar with robots delivering orders to their rooms, chatbots inquiring about their stay experience, and automated chefs preparing meals. Technology...

... advances service robot scholarship with three key contributions. First, while studies emphasize rational agency evaluations in punishment decisions (Belanche et al., 2020 ; Garvey et al., 2023 ; Yu et al., 2024), we identify contexts where emotional forecasting supersedes...

...Quincy Merx; Mark Steins; Gaby Odekerken Purpose This study aims to propose a service robot option to address shortages of human frontline employees (FLEs) in long-term care (LTC) service settings. With a field study, the authors investigate the effect of psychological comfort with robot reminders...

... at: carmela.donato@unich.it 07 05 2023 04 09 2023 14 10 2023 15 10 2023 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Self-service technology Robots Service failure Agency Framing Service robot The investment in automatic...