... reaches a certain threshold, it may yield negative outcomes. Against the backdrop of this unclear threshold, this study focuses on how the degree of anthropomorphism in service robots influences employees' willingness to accept them during robotic error scenarios. Design/methodology/approach Drawing...

...Yunxia Shi; Bu Zhang; Rumeng Zhang; Lingling Yu Purpose This study examines the interaction effect of service robot language style (rational vs humorous) and customers’ sense of humor on recovery from artificial intelligence (AI) service failure and explores the recovery effects’ mechanisms...

...Bo Song; Zixin Cai; Hongda Xu Purpose Recent technical advancements have boosted service robot adoption in the service industry. To facilitate their integration in service delivery, this study develops and tests a framework that leverages human–robot interaction to shape consumer preferences...

...Taeshik Gong Purpose This paper aims to explore the effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior through psychological need satisfaction and role stress. Moreover, this paper examines the moderating role of service...

...Magnus Söderlund Purpose Service robots are expected to become increasingly common, but the ways in which they can move around in an environment with humans, collect and store data about humans and share such data produce a potential for privacy violations. In human-to-human contexts...

.... In this article, we undertake a systematic review of the business literature about the impact of service robots on customers and employees with the objective of guiding future research. Design/methodology/approach We analyzed the literature on service robots as they relate to customers and employees...