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  1. Article ; Online: A transdisciplinary review and framework of consumer interactions with embodied social robots

    Blaurock, Marah / Čaić, Martina / Okan, Mehmet / Henkel, Alexander P.

    Design, delegate, and deploy

    2022  

    Abstract: Social robots are gradually entering the organizational frontline, and research is beginning to unveil the implications for consumer–firm interactions. While empirical studies on human–robot service interaction (HRSI) are scarce in business literature, ... ...

    Abstract Social robots are gradually entering the organizational frontline, and research is beginning to unveil the implications for consumer–firm interactions. While empirical studies on human–robot service interaction (HRSI) are scarce in business literature, other scientific fields have generated an abundance of empirical findings that can inform consumer research on successfully integrating embodied social robots in consumer‐facing services. In this light, a systematic literature review was conducted across scientific fields, screening over 13,500 research articles. Through a thorough review process, 199 service‐relevant empirical research articles were identified. Emanating from these data, an organizing meta‐framework is advanced (D3: design, delegate, and deploy). Leveraging this D3 framework, a comprehensive overview of several dimensions of the literature is provided, and key insights for each framework dimension are presented. Based on this overview, implications for whether, how, and when to integrate social robots in practice and a comprehensive future research agenda are developed.
    Keywords ddc:330 ; consumers ; embodied social robots ; future research agenda ; human–robot service interactions ; systematic literature review
    Subject code 629
    Language English
    Publisher Hoboken, NJ: Wiley
    Publishing country de
    Document type Article ; Online
    Database BASE - Bielefeld Academic Search Engine (life sciences selection)

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  2. Article ; Online: Robotic transformative service research

    Henkel, Alexander P. / Čaić, Martina / Blaurock, Marah / Okan, Mehmet

    Journal of Service Management

    deploying social robots for consumer well-being during COVID-19 and beyond

    2020  Volume ahead-of-print, Issue ahead-of-print

    Abstract: Purpose Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly ... ...

    Abstract Purpose Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose of the underlying paper is to take a transformative research perspective on how social robots can be deployed for advancing the well-being of these vulnerable consumers and to spur robotic transformative service research (RTSR). Design/methodology/approach This paper follows a conceptual approach that integrates findings from various domains: service research, social robotics, social psychology and medicine. Findings Two key findings advanced in this paper are (1) a typology of robotic transformative service (i.e. entertainer, social enabler, mentor and friend) as a function of consumers' state of social isolation, well-being focus and robot capabilities and (2) a future research agenda for RTSR. Practical implications This paper guides service consumers and providers and robot developers in identifying and developing the most appropriate social robot type for advancing the well-being of vulnerable consumers in social isolation. Originality/value This study is the first to integrate social robotics and transformative service research by developing a typology of social robots as a guiding framework for assessing the status quo of transformative robotic service on the basis of which it advances a future research agenda for RTSR. It further complements the underdeveloped body of service research with a focus on eudaimonic consumer well-being.
    Keywords Tourism, Leisure and Hospitality Management ; Business, Management and Accounting (miscellaneous) ; Strategy and Management ; covid19
    Language English
    Publisher Emerald
    Publishing country uk
    Document type Article ; Online
    ZDB-ID 2495133-X
    ISSN 1757-5826 ; 1757-5818
    ISSN (online) 1757-5826
    ISSN 1757-5818
    DOI 10.1108/josm-05-2020-0145
    Database BASE - Bielefeld Academic Search Engine (life sciences selection)

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