Service design

Brave new world: service robots in the frontline

Jochen Wirtz, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, Antje Martins

Citations: 2082 • 2018

Services Marketing: People, Technology, Strategy

Jochen Wirtz, Christopher Lovelock

Citations: 1035 • 1984

Engaged to a Robot? The Role of AI in Service

Ming‐Hui Huang, Roland T. Rust

Citations: 1014 • 2020

Service robot implementation: a theoretical framework and research agenda

Daniel Belanche, Luis V. Casaló, Carlos Flavián, Jeroen Schepers

Citations: 652 • 2019

Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

Vinh Nhat Lu, Jochen Wirtz, Werner H. Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, Paul G. Patterson

Citations: 541 • 2020

Service robots in the domestic environment

Jodi Forlizzi, Carl DiSalvo

Citations: 509 • 2006

Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

Daniel Belanche, Luis V. Casaló, Carlos Flavián, Jeroen Schepers

Citations: 292 • 2020

Replaced by a Robot: Service Implications in the Age of the Machine

Fraser McLeay, Victoria‐Sophie Osburg, Vignesh Yoganathan, Anthony Patterson

Citations: 258 • 2020

Who gets the blame for service failures? Attribution of responsibility toward robot versus human service providers and service firms

Xuying Leo, Young Eun Huh

Citations: 245 • 2020

Rise of the Machines? Customer Engagement in Automated Service Interactions

Linda D. Hollebeek, David E. Sprott, Michael K. Brady

Citations: 211 • 2021

Service robots, agency and embarrassing service encounters

Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz

Citations: 200 • 2021

The adoption of AI service robots: A comparison between credence and experience service settings

Sung-Jun Park, ChunTing D. Tung, Hee-Jung Lee

Citations: 187 • 2021

Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?

Ting Hin Ho, Dewi Tojib, Yelena Tsarenko

Citations: 184 • 2020

Understanding and Improving Consumer Reactions to Service Bots

Noah Castelo, Johannes Boegershausen, Christian Hildebrand, Alexander P. Henkel

Citations: 169 • 2023

Personalization in HRI

Min Kyung Lee, Jodi Forlizzi, Sara Kiesler, Paul E. Rybski, John Antanitis, Sarun Savetsila

Citations: 159 • 2012

A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots

Faruk Seyitoğlu, Stanislav Ivanov

Citations: 151 • 2020

Service robots in full- and limited-service restaurants: Extending technology acceptance model

Wei‐Kang Kao, Yu‐Shan Huang

Citations: 145 • 2022

The service triad: an empirical study of service robots, customers and frontline employees

Gaby Odekerken‐Schröder, Kars Mennens, Mark Steins, Dominik Mahr

Citations: 142 • 2021

Robots at your service: value facilitation and value co-creation in restaurants

Xiya Zhang, M.S. Balaji, Yangyang Jiang

Citations: 126 • 2022

Living and working with service robots: a TCCM analysis and considerations for future research

Arne De Keyser, Werner H. Kunz

Citations: 116 • 2022