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Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?
16 references·2 citing·43 second hop
Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps? (2020)Service Robots, Customers, and Service Em…Understanding the Role of Artificial Intelligence in Personalized Engagement Marketing (2019)Understanding the Role of Art…Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses (2019)Service Robots Rising: How Hu…Hotel employee's artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate (2019)Hotel employee's artificial i…Developing and validating a service robot integration willingness scale (2019)Developing and validating a s…Artificial Intelligence in Human Resources Management: Challenges and a Path Forward (2019)Artificial Intelligence in Hu…Brave new world: service robots in the frontline (2018)Brave new world: service robo…Artificial Intelligence in Service (2018)Artificial Intelligence in Se…Smart Technology, Artificial Intelligence, Robotics, and Algorithms (STARA): Employees’ perceptions of our future workplace (2017)Smart Technology, Artificial …A future that works: automation, employment, and productivity (2017)A future that works: automati…Domo Arigato Mr. Roboto (2016)Domo Arigato Mr. RobotoSynthesizing information systems knowledge: A typology of literature reviews (2014)Synthesizing information syst…Acceptance of Healthcare Robots for the Older Population: Review and Future Directions (2009)Acceptance of Healthcare Robo…Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Perceived Usefulness, Perceiv…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Bukimi no tani [the uncanny valley] (1970)Bukimi no tani [the uncanny v…Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption (2020)Understanding consumers’ acce…Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda (2020)Artificial intelligence in ma…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy mechanism in human agency. (1982)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)User Acceptance of Information Technology: Toward A Unified View1 (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Scoping studies: towards a methodological framework (2005)Cochrane Handbook for Systematic Reviews of Interventions (2008)The Rise of Motivational Information Systems: A Review of Gamification Research (2017)Digital transformation: A multidisciplinary reflection and research agenda (2019)Digital transformation: a review, synthesis and opportunities for future research (2020)The Handbook of Social Psychology (1969)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Mind, Self, and Society (2015)Advances in Consumer Research (2025)Possessions and the Extended Self (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Consumers acceptance of artificially intelligent (AI) device use in service delivery (2019)Consumers and Artificial Intelligence: An Experiential Perspective (2020)Engaged to a Robot? The Role of AI in Service (2020)Emotional Intelligence: Why It Can Matter More Than IQ (1995)Affective Computing (1997)Evolving to a New Dominant Logic for Marketing (2003)How artificial intelligence will change the future of marketing (2019)A strategic framework for artificial intelligence in marketing (2020)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The future of employment: How susceptible are jobs to computerisation? (2016)Self-discrepancy: A theory relating self and affect. (1987)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Dimensions of Brand Personality (1997)Adoption of AI-based chatbots for hospitality and tourism (2020)Transforming the Customer Experience through New Technologies (2020)Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI (2021)Artificial intelligence and business models in the sustainable development goals perspective: A systematic literature review (2020)Ethical principles for artificial intelligence in education (2022)Unlocking the value of artificial intelligence in human resource management through AI capability framework (2022)AI-based chatbots in customer service and their effects on user compliance (2020)
this work references cited by second hop

References

  • 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology75,250 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2018Artificial Intelligence in Service3,978 cited
  • 2018Brave new world: service robots in the frontline2,415 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,007 cited
  • 2014Synthesizing information systems knowledge: A typology of literature reviews1,903 cited
  • 2019Artificial Intelligence in Human Resources Management: Challenges and a Path Forward1,898 cited
  • 1970Bukimi no tani [the uncanny valley]1,485 cited
  • 2016Domo Arigato Mr. Roboto1,387 cited
  • 2019Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses1,227 cited
  • 2017Smart Technology, Artificial Intelligence, Robotics, and Algorithms (STARA): Employees’ perceptions of our future workplace1,163 cited
  • 2019Developing and validating a service robot integration willingness scale1,051 cited
  • 2019Understanding the Role of Artificial Intelligence in Personalized Engagement Marketing914 cited
  • 2017A future that works: automation, employment, and productivity901 cited

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  • 2009Acceptance of Healthcare Robots for the Older Population: Review and Future Directions884 cited
  • 2019Hotel employee's artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate884 cited
  • Cited by

    • 2020Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption630 cited
    • 2020Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda618 cited