...Qi Lu; Dongwoo Ko Purpose As AI-enabled service robots become increasingly prevalent in hospitality settings, service failures are inevitable. Although anthropomorphic design is widely used to humanize service robots, prior research offers mixed evidence regarding its effectiveness following...

...Qian Shang; Dilong Ying; Huijian Fu Purpose Privacy concerns represent a critical barrier to consumers’ acceptance of service robots. Existing literature has extensively examined the influence of service robots’ external characteristics and technical functionalities on consumers’ privacy concerns...

...Taeshik Gong; Yu-Shan (Sandy) Huang Purpose This study aims to investigate when, how and why interactions with service robots may lead to psychological strain and customer value co-destruction behavior ( CVCDB ). While existing research largely emphasizes the functional benefits of service...

...Taeshik Gong Purpose The purpose of this study is to explore the unexpected effects of perceived fairness in the implementation of service robots on employee dysfunctional behavior within the hospitality industry. Contrary to the conventional view that perceived fairness always leads to positive...

...Gaia Rancati; Isabella Maggioni In retail, the application of service robots is rapidly spreading across several store types. Walmart was one of the pioneers in the area, introducing robot assistants in their stores in 2019 (Forbes, 2019). In particular, humanoid and non-humanoid robots...