On the public citation graph

The Robot–Human Paradox: A Meta‐Analysis of Customer Service by Robots Versus Humans on Customer Experience

0 signed · 106 inferred · view as graph

Inferred edges come from two machine sources: sweeps of open repository metadata (mostly SSRN and Zenodo), and a bulk OpenAlex citation snapshot. Every row below is labelled with the one it came from. Neither is a complete citation index — absence here is not evidence of absence.

Is this your work? Sign in with ORCID and put your name on the claims that are yours.
Claim with ORCID
Reference health. See whether every reference in this work resolves to a known work and none has been retracted — and get a dated CiteStamped badge you can embed.
See reference health

What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1002/0470870168.ch6openalex-snapshot
Regression Methods to Detect Publication and Other Bias in Meta‐Analysis
inferredcites →https://doi.org/10.1002/cb.1974openalex-snapshot
The effect of AI quality on customer experience and brand relationship
inferredcites →https://doi.org/10.1002/cb.2184openalex-snapshot
Customer experience in coffee stores: A multidisciplinary Neuromarketing approach
inferredcites →https://doi.org/10.1002/cb.2283openalex-snapshot
Reconciling the personalization–privacy paradox via DoctorBots : The roles of service robot acceptance model elements and technology anxiety
inferredcites →https://doi.org/10.1002/mar.21480openalex-snapshot
The most human bot: Female gendering increases humanness perceptions of bots and acceptance of AI
inferredcites →https://doi.org/10.1002/mar.21872openalex-snapshot
A meta‐analysis on the psychological and behavioral consequences of nostalgia: The moderating roles of nostalgia activators, culture, and individual characteristics
inferredcites →https://doi.org/10.1002/mar.21903openalex-snapshot
The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors
inferredcites →https://doi.org/10.1007/978-1-4684-3659-4openalex-snapshot
Uniqueness
inferredcites →https://doi.org/10.1007/s11628-022-00499-4openalex-snapshot
Customer comfort during service robot interactions
inferredcites →https://doi.org/10.1007/s11747-016-0485-6openalex-snapshot
Customer engagement: the construct, antecedents, and consequences
inferredcites →https://doi.org/10.1007/s11747-020-00721-7openalex-snapshot
Why systematic review papers and meta-analyses matter: an introduction to the special issue on generalizations in marketing
inferredcites →https://doi.org/10.1007/s11747-022-00862-xopenalex-snapshot
Robots do not judge: service robots can alleviate embarrassment in service encounters
inferredcites →https://doi.org/10.1007/s11846-022-00588-8openalex-snapshot
Literature reviews as independent studies: guidelines for academic practice
inferredcites →https://doi.org/10.1007/s12369-015-0295-xopenalex-snapshot
A Literature Review on New Robotics: Automation from Love to War
inferredcites →https://doi.org/10.1007/s12369-017-0452-5openalex-snapshot
Social Acceptance of Robots in Different Occupational Fields: A Systematic Literature Review
inferredcites →https://doi.org/10.1016/j.archger.2017.08.014openalex-snapshot
The use of care robots in aged care: A systematic review of argument-based ethics literature
inferredcites →https://doi.org/10.1016/j.chb.2018.08.027openalex-snapshot
Evaluations of an artificial intelligence instructor's voice: Social Identity Theory in human-robot interactions
inferredcites →https://doi.org/10.1016/j.cognition.2012.06.007openalex-snapshot
Feeling robots and human zombies: Mind perception and the uncanny valley
inferredcites →https://doi.org/10.1016/j.ijhm.2021.103078openalex-snapshot
Customer-robot interactions: Understanding customer experience with service robots
inferredcites →https://doi.org/10.1016/j.jbusres.2018.05.036openalex-snapshot
Demystifying neuromarketing
inferredcites →https://doi.org/10.1016/j.jbusres.2020.08.058openalex-snapshot
Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption
inferredcites →https://doi.org/10.1016/j.jbusres.2020.11.005openalex-snapshot
Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents
inferredcites →https://doi.org/10.1016/j.jbusres.2021.08.016openalex-snapshot
Influence of human versus AI recommenders: The roles of product type and cognitive processes
inferredcites →https://doi.org/10.1016/j.jbusres.2021.11.014openalex-snapshot
Past, present, and future of customer engagement
inferredcites →https://doi.org/10.1016/j.jbusres.2022.04.068openalex-snapshot
Customer engagement and social media: Revisiting the past to inform the future
inferredcites →https://doi.org/10.1016/j.jbusres.2023.114360openalex-snapshot
The blame shift: Robot service failures hold service firms more accountable
inferredcites →https://doi.org/10.1016/j.jcps.2014.08.002openalex-snapshot
Choice overload: A conceptual review and meta‐analysis
inferredcites →https://doi.org/10.1016/j.jhtm.2021.10.014openalex-snapshot
Use of service robots in an event setting: Understanding the role of social presence, eeriness, and identity threat
inferredcites →https://doi.org/10.1016/j.jretconser.2022.102999openalex-snapshot
Service robots with (perceived) theory of mind: An examination of humans’ reactions
inferredcites →https://doi.org/10.1016/j.jretconser.2022.103059openalex-snapshot
When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type
inferredcites →https://doi.org/10.1016/j.techfore.2023.122345openalex-snapshot
Being seen… by human or machine? Acknowledgment effects on customer responses differ between human and robotic service workers
inferredcites →https://doi.org/10.1016/j.techfore.2024.123648openalex-snapshot
Working with robots: Trends and future directions
inferredcites →https://doi.org/10.1016/s0895-4356(99)00161-4openalex-snapshot
Publication bias in meta-analysis its causes and consequences
inferredcites →https://doi.org/10.1037/npe0000142openalex-snapshot
Anxious attachment style and consumer physiological emotional responses to human–robot service interactions.
inferredcites →https://doi.org/10.1080/00401706.1989.10488618openalex-snapshot
Statistical Power Analysis for the Behavioral Sciences
inferredcites →https://doi.org/10.1080/02642069.2019.1672666openalex-snapshot
Service robot implementation: a theoretical framework and research agenda
inferredcites →https://doi.org/10.1080/02642069.2021.1989177openalex-snapshot
Artificial intelligence in services: current trends, benefits and challenges
inferredcites →https://doi.org/10.1080/19368623.2020.1685053openalex-snapshot
Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services
inferredcites →https://doi.org/10.1080/19368623.2020.1703871openalex-snapshot
Service robots in hotels: understanding the service quality perceptions of human-robot interaction
inferredcites →https://doi.org/10.1086/209376openalex-snapshot
Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value
inferredcites →https://doi.org/10.1086/209469openalex-snapshot
Effect-Size Estimates: Issues and Problems in Interpretation
inferredcites →https://doi.org/10.1086/323734openalex-snapshot
Embarrassment in Consumer Purchase: The Roles of Social Presence and Purchase Familiarity: Table 1
inferredcites →https://doi.org/10.1086/703462openalex-snapshot
Human or Robot? Consumer Responses to Radical Cognitive Enhancement Products
inferredcites →https://doi.org/10.1093/jcr/ucz013openalex-snapshot
Resistance to Medical Artificial Intelligence
inferredcites →https://doi.org/10.1097/01.sla.0000103020.19595.7dopenalex-snapshot
Robotic Surgery
inferredcites →https://doi.org/10.1097/sla.0000000000003664openalex-snapshot
Learning Curve From 450 Cases of Robot-Assisted Pancreaticoduocectomy in a High-Volume Pancreatic Center: Optimization of Operative Procedure and a Retrospective Study.
inferredcites →https://doi.org/10.1108/ijbm-04-2022-0168openalex-snapshot
Continuance intention in financial technology: a framework and meta-analysis
inferredcites →https://doi.org/10.1108/jhti-05-2020-0092openalex-snapshot
Compliance of accessibility in tourism websites: a pledge towards disability
inferredcites →https://doi.org/10.1108/jhtt-08-2018-0087openalex-snapshot
Progress on robotics in hospitality and tourism: a review of the literature
inferredcites →https://doi.org/10.1108/josm-04-2018-0119openalex-snapshot
Brave new world: service robots in the frontline
inferredcites →https://doi.org/10.1108/josm-06-2019-0203openalex-snapshot
Managing the human–chatbot divide: how service scripts influence service experience
inferredcites →https://doi.org/10.1108/josm-12-2020-0435openalex-snapshot
Service robots, agency and embarrassing service encounters
inferredcites →https://doi.org/10.1108/jsm-01-2019-0043openalex-snapshot
AI voice bots: a services marketing research agenda
inferredcites →https://doi.org/10.1108/jstp-04-2019-0088openalex-snapshot
Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?
inferredcites →https://doi.org/10.1109/mra.2012.2192811openalex-snapshot
The Uncanny Valley [From the Field]
inferredcites →https://doi.org/10.1136/bmj.315.7109.629openalex-snapshot
Bias in meta-analysis detected by a simple, graphical test
inferredcites →https://doi.org/10.1177/0022242920957347openalex-snapshot
Artificial Intelligence in Utilitarian vs. Hedonic Contexts: The “Word-of-Machine” Effect
inferredcites →https://doi.org/10.1177/0022243718822827openalex-snapshot
Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses
inferredcites →https://doi.org/10.1177/109467050700900305openalex-snapshot
How Embarrassing! An Exploratory Study of Critical Incidents Including Affective Reactions
inferredcites →https://doi.org/10.1177/1094670514524625openalex-snapshot
Analyzing Customer Experience Feedback Using Text Mining
inferredcites →https://doi.org/10.1177/1094670517752459openalex-snapshot
Artificial Intelligence in Service
inferredcites →https://doi.org/10.1177/1094670518812182openalex-snapshot
Gaining Customer Experience Insights That Matter
inferredcites →https://doi.org/10.1177/1094670519842334openalex-snapshot
Service Robots: Drivers of Perceived Responsibility for Service Outcomes
inferredcites →https://doi.org/10.1177/1094670519878881openalex-snapshot
Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?
inferredcites →https://doi.org/10.1177/1094670520902266openalex-snapshot
Engaged to a Robot? The Role of AI in Service
inferredcites →https://doi.org/10.1177/10946705221110849openalex-snapshot
Service Robots in Long-Term Care: A Consumer-Centric View
inferredcites →https://doi.org/10.1177/2394964318805625openalex-snapshot
A Systematic Review of Artificial Intelligence and Robots in Value Co-creation: Current Status and Future Research Avenues
inferredcites →https://doi.org/10.1207/s15327957pspr1003_4openalex-snapshot
Dehumanization: An Integrative Review
inferredcites →https://doi.org/10.1509/jmkg.70.4.136openalex-snapshot
Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis
inferredcites →https://doi.org/10.18637/jss.v036.i03openalex-snapshot
Conducting Meta-Analyses in R with the metafor Package
inferredcites →https://doi.org/10.2307/249689openalex-snapshot
Task-Technology Fit and Individual Performance
inferredcites →https://doi.org/10.3389/fpsyg.2018.00861openalex-snapshot
Understanding and Resolving Failures in Human-Robot Interaction: Literature Review and Model Development
inferredcites →https://doi.org/10.3389/fpsyt.2023.1114907openalex-snapshot
Comparing the effectiveness of robot-based to human-based intervention in improving joint attention in autistic children
inferredcites →https://doi.org/10.4135/9781412985031openalex-snapshot
Methods of Meta-Analysis
inferredcites →https://doi.org/10.7326/0003-4819-151-4-200908180-00135openalex-snapshot
Preferred Reporting Items for Systematic Reviews and Meta-Analyses: The PRISMA Statement

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

inferred← citeshttps://doi.org/10.1002/cb.2509openalex-snapshot
Consumer Response to the Use of AI in Value Co‐Creation in Online Communities—The Case of Nexus Mods
inferred← citeshttps://doi.org/10.1002/cb.70144openalex-snapshot
Dark Side of Artificial Intelligence: A Meta‐Analytic Review
inferred← citeshttps://doi.org/10.1002/cb.70218openalex-snapshot
Little Voices, Big Impact: How Child‐Like Robot Voices Improve Service Quality
inferred← citeshttps://doi.org/10.1002/cb.70231openalex-snapshot
AI Chatbots Versus Human Agents for Customer Service: A Social Belonging Perspective
inferred← citeshttps://doi.org/10.1002/jtr.70193openalex-snapshot
Innovation in Gastronomic Tourism: Impact of Robotic Services on Sustainable Customer Experiences
inferred← citeshttps://doi.org/10.1002/mar.70216openalex-snapshot
Agent‐Related Perceptions of Automated Versus Human Agents and the Role of Task‐Related Risk: A Meta‐Analysis
inferred← citeshttps://doi.org/10.1002/mar.70236openalex-snapshot
Social Versus Emotional Loneliness: Diverging Consumer Responses to Anthropomorphic AI Service Robots
inferred← citeshttps://doi.org/10.1002/sd.70857openalex-snapshot
Applications of Robotics in Sustainable Development
inferred← citeshttps://doi.org/10.1007/s10660-026-10097-5openalex-snapshot
Industrial Internet of Things (IIoT)
inferred← citeshttps://doi.org/10.1007/s11747-026-01177-xopenalex-snapshot
Automated social presence in artificial agents: A conventional and qualitative comparative meta-analysis
inferred← citeshttps://doi.org/10.1016/j.ijhm.2026.104747openalex-snapshot
Why do consumers choose drone food delivery service: A meta-analytic review
inferred← citeshttps://doi.org/10.1016/j.jbusres.2026.116244openalex-snapshot
AI service robots in physical retail: Can they reduce the intrusiveness of human retail assistants and prevent shoppers from leaving the store early?
inferred← citeshttps://doi.org/10.1016/j.jhtm.2025.101318openalex-snapshot
Friend or Foe? An empirical study on the mechanisms triggering robot abuse
inferred← citeshttps://doi.org/10.1016/j.jretconser.2026.105043openalex-snapshot
When a service robot wears the brand's color: The robot-brand color alignment effect in retail encounters
inferred← citeshttps://doi.org/10.1016/j.socec.2026.102563openalex-snapshot
When Robots Think and Feel, Will Trust Disappear? Evidence from an Online Experiment
inferred← citeshttps://doi.org/10.1016/j.techsoc.2025.102932openalex-snapshot
Service robots in healthcare: Toward a healthcare service robot acceptance model (sRAM)
inferred← citeshttps://doi.org/10.1016/j.techsoc.2026.103486openalex-snapshot
Before imperfections escalate: How inoculation warnings by service robots shape customer responses to minor service imperfections
inferred← citeshttps://doi.org/10.1016/j.tourman.2025.105318openalex-snapshot
Overservice backfires: The impact of high robot attentiveness on tourists' discontinuous usage intentions
inferred← citeshttps://doi.org/10.1080/09593969.2025.2609857openalex-snapshot
Anthropomorphism, acceptance and value co-creation with humanoid retail service robots: a moderated mediation model from cognitive and emotional trust perspective
inferred← citeshttps://doi.org/10.1080/10447318.2025.2598868openalex-snapshot
More Warmth and Less Competence? Navigating the Positive Outcomes of Kindchenschema Cuteness in AI Agents’ Service Failure
inferred← citeshttps://doi.org/10.1080/10447318.2026.2638543openalex-snapshot
Effort and Multidimensional Ability in Robot Services: How Human-Like Movement Increases Perceived Product Quality
inferred← citeshttps://doi.org/10.1080/10447318.2026.2641705openalex-snapshot
The Impact of Emotional Induction by Robot Salespersons on Consumers’ Purchase Intention
inferred← citeshttps://doi.org/10.1080/19368623.2026.2672444openalex-snapshot
Human vs. robot service in hospitality: how value co-creation shapes guest revisit intention
inferred← citeshttps://doi.org/10.1108/bfj-07-2025-0925openalex-snapshot
Is AI-driven personalization reshaping hospitality and gastronomy? An analysis of key factors driving transformation
inferred← citeshttps://doi.org/10.1108/ijchm-02-2026-0204openalex-snapshot
Flattery from robots, praise from humans: building consumer trust and comfort
inferred← citeshttps://doi.org/10.1108/ijqss-01-2026-0022openalex-snapshot
Technology at the service of longevity: a paradoxical view of service robot acceptance in aged care
inferred← citeshttps://doi.org/10.1108/jsibr-10-2025-0124openalex-snapshot
Uncovering the social impact of service robots in transformative services: conceptual typology and future research
inferred← citeshttps://doi.org/10.1109/tem.2026.3685793openalex-snapshot
Complex AI2AI Adoption Intention in Service Organizations
inferred← citeshttps://doi.org/10.1177/10946705251340487openalex-snapshot
Generative AI Meets Service Robots
inferred← citeshttps://doi.org/10.3389/fpsyg.2026.1931206openalex-snapshot
The impact of AI chatbot service quality on consumer purchase intention: the cognitive and affective mediating mechanisms
inferred← citeshttps://doi.org/10.3389/frobt.2026.1845884openalex-snapshot
Human-robot interaction in sustainable hospitality: how robot type shapes customer emotions, green perceptions, and service loyalty
Editorial review for independent work. ICSAC — the Institute for Complexity Science and Advanced Computing — runs a structured editorial panel for researchers publishing outside journals, and publishes on CiteStamp rails. Submission is free and goes through ORCID: icsacinstitute.org/submit.