Table 3 Future research directions Theme... | Emerald Publishing

Table 3

Future research directions

Theme	Research question
Anthropomorphism	How does robot anthropomorphism relate to individuals' perceptions of safety?
Anthropomorphism	Do the robot safety roles in the typology and anthropomorphism combine synergetically or not?
Outcomes	Does using service robots in a safety role lead to conflicting outcomes when considering service quality, perceived value, customer satisfaction, perceived service safety, customer obedience to service rules or customer sabotage?
Outcomes	When outcomes of using service robots in a safety role are incongruent, how can service providers align such these outcomes?
Intelligence levels	Does the effectiveness of the robots' safety role depend on their anthropomorphism or on their intelligence level?
	Are outcomes achieved through a different mechanism when considering the robots' intelligence level or its anthropomorphism?
	Which intelligence level is needed for which safety role?
Human–robot teams	Does the optimal combination of human and robot roles change along the customer journey?
Human–robot teams	Is the optimal combination of human and robot roles different for various customer segments?
Employees	What is the net effect of opposing safety perceptions on employees' attitude to service robots taking over particular facets of their jobs?
	Does the successful implementation of service robots depend on employees' feelings of psychologically safety?
	Do employees feel more psychologically safe when their service provider implements a robot with a safety role, rather than one with a traditional service role?

Theme	Research question
Anthropomorphism	How does robot anthropomorphism relate to individuals' perceptions of safety?
Anthropomorphism	Do the robot safety roles in the typology and anthropomorphism combine synergetically or not?
Outcomes	Does using service robots in a safety role lead to conflicting outcomes when considering service quality, perceived value, customer satisfaction, perceived service safety, customer obedience to service rules or customer sabotage?
Outcomes	When outcomes of using service robots in a safety role are incongruent, how can service providers align such these outcomes?
Intelligence levels	Does the effectiveness of the robots' safety role depend on their anthropomorphism or on their intelligence level?
	Are outcomes achieved through a different mechanism when considering the robots' intelligence level or its anthropomorphism?
	Which intelligence level is needed for which safety role?
Human–robot teams	Does the optimal combination of human and robot roles change along the customer journey?
Human–robot teams	Is the optimal combination of human and robot roles different for various customer segments?
Employees	What is the net effect of opposing safety perceptions on employees' attitude to service robots taking over particular facets of their jobs?
	Does the successful implementation of service robots depend on employees' feelings of psychologically safety?
	Do employees feel more psychologically safe when their service provider implements a robot with a safety role, rather than one with a traditional service role?