Table 1 Thematic structure of the HRSI... | Emerald Publishing

Table 1

Thematic structure of the HRSI literature from a role theory perspective

Study focus		Research objective and example studies	Implications for service researchers and service managers	Informs proposition
Actor	Role play theme	Research objective and example studies	Implications for service researchers and service managers	Informs proposition
Robot	Role interface	Studies that focus on consumer evaluations of robot role interfaces taking on various service provider roles Analysis of how a robot's appearance affects consumer perceptions of the robot's mind, personality, and eeriness (Broadbent et al., 2013) Analysis of consumers' preferences for various features of robot appearance in HRSI (Paauwe et al., 2015)	Understanding of how consumers evaluate specific robotic appearances (i.e. role interface) offers implications on robot hardware design (i.e. morphology) and their suitability to take on specific service roles	1, 2
	Role enactment	Studies that focus on consumer evaluations of robots enacting various specific behaviors within their role as a service provider Analysis of the effect of multimodal behavioral patterns (i.e. combinations of gestures, eye LED patterns, and verbal expressions) on social robots' entertainment value in HRSI (Johnson et al., 2016) Analysis of the effect of a robot's politeness behavior in a healthcare role on consumer compliance (Lee et al., 2017)	Understanding of how consumers evaluate specific robotic role behavior provides implications on robot software design (i.e. behavioral functionalities)	1, 2, 3, 4, 5, 6
	Role suitability	Studies that focus on understanding the needs, concerns, performance expectations, and deployment preferences consumers have when interacting with robots taking on a service provider role Analysis of older adults' expectations and needs in interaction with robots for personal care (Čaić et al., 2018) Analysis of health workers' and patients' concerns about the deployment of service robots in professional care facilities for different tasks (Tuisku et al., 2019)	Understanding consumers' needs, concerns, performance expectations, and deployment preferences for robots taking on service roles enables stakeholders to make informed decisions on how and when to implement robots in service settings	2, 5, 6
Consumer	Individual factors	Studies that focus on individual factors affecting consumers' role enactment as well as consumers' evaluation of robots' role enactment and interface in service provider roles Analysis of how individual attitudes towards robots (Stafford et al., 2014) or trust (Park, 2020b) affect consumers' robot evaluation and intentions Analysis of the effects of gender (Gallimore et al., 2019) or cultural background (Choi et al., 2021) on consumers' robot evaluation	Understanding consumer idiosyncrasies informs stakeholders on when and where to deploy robots and how to market and personalize robotic services according to consumers' individual characteristics	2, 6
Consumer	Role behavior	Studies that focus on exploring consumer behavior in response to interacting with a robot taking on a service provider role Analysis of how children behave towards a robot tutor in a learning interaction (Oh and Kim, 2010) Analysis of how consumers and employees interact with and respond to a robot deployed in a hospitality context (Mingotto et al., 2021)	Understanding consumer role behavior when confronted with robots can inform robot design to sense relevant human social behavioral cues	1, 4, 5
Role performance outcomes		Studies that focus on global outcomes of joint role play of robots and consumers in HRSI. Analysis of how robot-provided risk messages affect information retention and behavioral intentions of consumers (Rainear et al., 2019) Analysis if interactions with social robots can improve social life and decrease social vulnerability among elderly users (Khaksar et al., 2016)	Understanding outcomes of robotic service provision (e.g. impact on social vulnerability or message retention when service is provided by a robot) that transcend the two focal actors provides implications on how to deploy and market robots accordingly	2, 6
Role play context		Studies that focus on contextual and situational factors affecting role play in HRSI. Analysis of how different contextual factors (e.g. hotel segment) influence robot perceptions and HRSI outcomes (Chan and Tung, 2019) Analysis of how and to what extent consumers attribute service failures to robotic versus human service providers (Leo and Huh, 2020)	Understanding of contextual/situational factors influencing HRSI outcomes that need to be considered when deploying and marketing robotic services	4, 6

Study focus		Research objective and example studies	Implications for service researchers and service managers	Informs proposition
Actor	Role play theme	Research objective and example studies	Implications for service researchers and service managers	Informs proposition
Robot	Role interface	Studies that focus on consumer evaluations of robot role interfaces taking on various service provider roles Analysis of how a robot's appearance affects consumer perceptions of the robot's mind, personality, and eeriness (Broadbent et al., 2013) Analysis of consumers' preferences for various features of robot appearance in HRSI (Paauwe et al., 2015)	Understanding of how consumers evaluate specific robotic appearances (i.e. role interface) offers implications on robot hardware design (i.e. morphology) and their suitability to take on specific service roles	1, 2
	Role enactment	Studies that focus on consumer evaluations of robots enacting various specific behaviors within their role as a service provider Analysis of the effect of multimodal behavioral patterns (i.e. combinations of gestures, eye LED patterns, and verbal expressions) on social robots' entertainment value in HRSI (Johnson et al., 2016) Analysis of the effect of a robot's politeness behavior in a healthcare role on consumer compliance (Lee et al., 2017)	Understanding of how consumers evaluate specific robotic role behavior provides implications on robot software design (i.e. behavioral functionalities)	1, 2, 3, 4, 5, 6
	Role suitability	Studies that focus on understanding the needs, concerns, performance expectations, and deployment preferences consumers have when interacting with robots taking on a service provider role Analysis of older adults' expectations and needs in interaction with robots for personal care (Čaić et al., 2018) Analysis of health workers' and patients' concerns about the deployment of service robots in professional care facilities for different tasks (Tuisku et al., 2019)	Understanding consumers' needs, concerns, performance expectations, and deployment preferences for robots taking on service roles enables stakeholders to make informed decisions on how and when to implement robots in service settings	2, 5, 6
Consumer	Individual factors	Studies that focus on individual factors affecting consumers' role enactment as well as consumers' evaluation of robots' role enactment and interface in service provider roles Analysis of how individual attitudes towards robots (Stafford et al., 2014) or trust (Park, 2020b) affect consumers' robot evaluation and intentions Analysis of the effects of gender (Gallimore et al., 2019) or cultural background (Choi et al., 2021) on consumers' robot evaluation	Understanding consumer idiosyncrasies informs stakeholders on when and where to deploy robots and how to market and personalize robotic services according to consumers' individual characteristics	2, 6
Consumer	Role behavior	Studies that focus on exploring consumer behavior in response to interacting with a robot taking on a service provider role Analysis of how children behave towards a robot tutor in a learning interaction (Oh and Kim, 2010) Analysis of how consumers and employees interact with and respond to a robot deployed in a hospitality context (Mingotto et al., 2021)	Understanding consumer role behavior when confronted with robots can inform robot design to sense relevant human social behavioral cues	1, 4, 5
Role performance outcomes		Studies that focus on global outcomes of joint role play of robots and consumers in HRSI. Analysis of how robot-provided risk messages affect information retention and behavioral intentions of consumers (Rainear et al., 2019) Analysis if interactions with social robots can improve social life and decrease social vulnerability among elderly users (Khaksar et al., 2016)	Understanding outcomes of robotic service provision (e.g. impact on social vulnerability or message retention when service is provided by a robot) that transcend the two focal actors provides implications on how to deploy and market robots accordingly	2, 6
Role play context		Studies that focus on contextual and situational factors affecting role play in HRSI. Analysis of how different contextual factors (e.g. hotel segment) influence robot perceptions and HRSI outcomes (Chan and Tung, 2019) Analysis of how and to what extent consumers attribute service failures to robotic versus human service providers (Leo and Huh, 2020)	Understanding of contextual/situational factors influencing HRSI outcomes that need to be considered when deploying and marketing robotic services	4, 6