Table I Services literature on robots... | Emerald Publishing

Table I

Services literature on robots

	Warmth			Competence	Value co-creation	Value co-destruction
Authors	Explicitly	Implicitly	Explicitly	Implicitly
Bolton et al. (2018)		Robots capable of exhibiting natural- appearing social qualities such as cuddling		Robots are already showing promise in assembling IKEA furniture without human assistance	Robots can be seen as a service innovation that bring new value propositions	Tensions exist that, unless addressed, may inhibit the conditions necessary for value co-creation between robots and other actors in a network
		Machines cannot demonstrate empathy, but it is possible to create robots that display signs of empathy			There is a need for an integrated theoretical perspective on how value co-creation takes place within and across the digital, physical and social realms
Čaić et al. (2018)		Robots can offer social contact as a supporting function		Robots can offer an enabler role, which is based on the robot’s competence	Robots present a value co-creation potential	Robots present a value co- destruction potential
Fan et al. (2016)	Robots can offer human-like traits such as warmth as a result of anthropomorphism
Huang and Rust (2018)		Robots have the potential to offer intuitive and empathetic intelligence		Robots have the potential to offer mechanical and analytical intelligence
Keating et al. (2018)		Robots do not have emotional intelligence, only artificially programmed emotions			Service research mainly takes a humanistic approach with limited attention for technology, assuming that humans are responsible for the definition of value propositions and for value co-creation
Khaksar et al. (2017)		The PaPeRo robot is a robot that is designed for emotional interaction			Elderly perceive value from co-creating with social robots
Marinova et al. (2017)		Robots that can avoid FLEs’ personal mood fluctuations and on the positive side enhance social interaction and engagement (relational, social)		Robots have the potential to offer instrumental and epistemic qualities	Smart technologies (i.e. robots) substitute or complement frontline employees to coproduce value for the frontline employee and/or customer
Rafaeli et al. (2017)		The emotional competence of an employee can be far superior to technology (i.e. robot) when delivering such ‘‘bad news’’		Robot is introduced in frontline research emphasizing both warmth and competence	Future research is needed on psychological mechanisms that contribute to the transfer of technological functionalities to customers’ value experience
Singh et al. (2017)		Humanoid robots have the potential to enable interactions that are sufficiently rich with social content and cues to lubricate service interactions with humans		Frontline interfaces (i.e. robots) have the potential to offer knowledge and problem-solving abilities
Van Doorn et al. (2017)	Social cognition (warmth and competence) mediates automated social presence’s effect on customer service outcomes		Social cognition (warmth and competence) mediates automated social presence’s effect on customer service outcomes
Wirtz et al. (2018)	Warmth and competence are two fundamental dimensions of social perception that together account almost entirely how people characterize others	Emotional tasks of frontline actors	Warmth and competence are two fundamental dimensions of social perception that together account almost entirely how people characterize others	Cognitive tasks of frontline actors	At airports robot to assist passengers could provide customer value	During the service encounter, customers often place a premium on pleasant relations with service employees and so providing emotional and social value. However, by 2020, it is estimated that 85 per cent of all customer interactions will take place without a human agent

	Warmth			Competence	Value co-creation	Value co-destruction
Authors	Explicitly	Implicitly	Explicitly	Implicitly
Bolton et al. (2018)		Robots capable of exhibiting natural- appearing social qualities such as cuddling		Robots are already showing promise in assembling IKEA furniture without human assistance	Robots can be seen as a service innovation that bring new value propositions	Tensions exist that, unless addressed, may inhibit the conditions necessary for value co-creation between robots and other actors in a network
		Machines cannot demonstrate empathy, but it is possible to create robots that display signs of empathy			There is a need for an integrated theoretical perspective on how value co-creation takes place within and across the digital, physical and social realms
Čaić et al. (2018)		Robots can offer social contact as a supporting function		Robots can offer an enabler role, which is based on the robot’s competence	Robots present a value co-creation potential	Robots present a value co- destruction potential
Fan et al. (2016)	Robots can offer human-like traits such as warmth as a result of anthropomorphism
Huang and Rust (2018)		Robots have the potential to offer intuitive and empathetic intelligence		Robots have the potential to offer mechanical and analytical intelligence
Keating et al. (2018)		Robots do not have emotional intelligence, only artificially programmed emotions			Service research mainly takes a humanistic approach with limited attention for technology, assuming that humans are responsible for the definition of value propositions and for value co-creation
Khaksar et al. (2017)		The PaPeRo robot is a robot that is designed for emotional interaction			Elderly perceive value from co-creating with social robots
Marinova et al. (2017)		Robots that can avoid FLEs’ personal mood fluctuations and on the positive side enhance social interaction and engagement (relational, social)		Robots have the potential to offer instrumental and epistemic qualities	Smart technologies (i.e. robots) substitute or complement frontline employees to coproduce value for the frontline employee and/or customer
Rafaeli et al. (2017)		The emotional competence of an employee can be far superior to technology (i.e. robot) when delivering such ‘‘bad news’’		Robot is introduced in frontline research emphasizing both warmth and competence	Future research is needed on psychological mechanisms that contribute to the transfer of technological functionalities to customers’ value experience
Singh et al. (2017)		Humanoid robots have the potential to enable interactions that are sufficiently rich with social content and cues to lubricate service interactions with humans		Frontline interfaces (i.e. robots) have the potential to offer knowledge and problem-solving abilities
Van Doorn et al. (2017)	Social cognition (warmth and competence) mediates automated social presence’s effect on customer service outcomes		Social cognition (warmth and competence) mediates automated social presence’s effect on customer service outcomes
Wirtz et al. (2018)	Warmth and competence are two fundamental dimensions of social perception that together account almost entirely how people characterize others	Emotional tasks of frontline actors	Warmth and competence are two fundamental dimensions of social perception that together account almost entirely how people characterize others	Cognitive tasks of frontline actors	At airports robot to assist passengers could provide customer value	During the service encounter, customers often place a premium on pleasant relations with service employees and so providing emotional and social value. However, by 2020, it is estimated that 85 per cent of all customer interactions will take place without a human agent