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Replaced by a Robot: Service Implications in the Age of the Machine
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What this work says
Outgoing claims: the papers this work cites, builds on, or argues with.
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Incoming claims: where this work appears in other papers’ reference lists and arguments.
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inferred← citeshttps://doi.org/10.1016/j.jbusres.2023.114360openalex-snapshot
The blame shift: Robot service failures hold service firms more accountable
inferred← citeshttps://doi.org/10.1016/j.jbusres.2023.114494openalex-snapshot
Implementing artificial intelligence empowered financial advisory services: A literature review and critical research agenda
inferred← citeshttps://doi.org/10.1016/j.jbusres.2024.114582openalex-snapshot
“Look me in the eye, customer”: How do face-to-face interactions in peer-to-peer sharing economy services affect customers’ misbehavior concealment intentions?
inferred← citeshttps://doi.org/10.1016/j.jbusres.2024.115125openalex-snapshot
How perceived stakeholder orientations affect consumers’ perceived firm innovativeness across nations
inferred← citeshttps://doi.org/10.1016/j.jbusres.2025.115204openalex-snapshot
Evolution of service robots in marketing: A relational framework and future research agenda
inferred← citeshttps://doi.org/10.1016/j.jbusres.2025.115366openalex-snapshot
Unintended consequences of service robots – Recent progress and future research directions
inferred← citeshttps://doi.org/10.1016/j.jbusres.2025.115562openalex-snapshot
Creating human-technology synergies at the organizational frontlines
inferred← citeshttps://doi.org/10.1016/j.jbusres.2025.115647openalex-snapshot
Virtual influencers: Definition and future research directions
inferred← citeshttps://doi.org/10.1016/j.jbusres.2025.115923openalex-snapshot
Robots with hearts: How in-store AI’s task types impact brand attitude and ethicality
inferred← citeshttps://doi.org/10.1016/j.jhtm.2023.10.015openalex-snapshot
Hotel guest-robot interaction experience: A scale development and validation
inferred← citeshttps://doi.org/10.1016/j.jhtm.2026.101449openalex-snapshot
Preferential treatment in the age of robots: Who wins customer hearts?
inferred← citeshttps://doi.org/10.1016/j.jhtm.2026.101504openalex-snapshot
How do AI service agents impact tourists’ pro-environmental behavior? The effects of childlike anthropomorphism and moral disengagement
inferred← citeshttps://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
inferred← citeshttps://doi.org/10.1016/j.jretconser.2022.103176openalex-snapshot
Together or alone: Should service robots and frontline employees collaborate in retail-customer interactions at the POS?
inferred← citeshttps://doi.org/10.1016/j.jretconser.2023.103575openalex-snapshot
Think like a robot: How interactions with humanoid service robots affect consumers’ decision strategies
inferred← citeshttps://doi.org/10.1016/j.jretconser.2024.103847openalex-snapshot
Consumer reactions to chatbot versus human service: An investigation in the role of outcome valence and perceived empathy
inferred← citeshttps://doi.org/10.1016/j.jretconser.2025.104229openalex-snapshot
Providing social support in technology-based service encounters: Activating intrinsic motivations to create better outcomes
inferred← citeshttps://doi.org/10.1016/j.jretconser.2025.104381openalex-snapshot
Generative AI advertisements and Human–AI collaboration: The role of humans as gatekeepers of humanity
inferred← citeshttps://doi.org/10.1016/j.jrt.2024.100103openalex-snapshot
Exploring ethical frontiers of artificial intelligence in marketing
inferred← citeshttps://doi.org/10.1016/j.retrec.2026.101778openalex-snapshot
Digital platforms and informal employment in China's road freight transportation: A perspective of skill-biased technological change
inferred← citeshttps://doi.org/10.1016/j.sna.2026.118238openalex-snapshot
Capacitive proximity sensor with interdigitated electrodes bent in spline angles
inferred← citeshttps://doi.org/10.1016/j.ssci.2022.105731openalex-snapshot
Harnessing service robots to increase frontline service employees’ safety and health: The critical role of CSR
inferred← citeshttps://doi.org/10.1016/j.techfore.2022.121786openalex-snapshot
AI anthropomorphism and its effect on users' self-congruence and self–AI integration: A theoretical framework and research agenda
inferred← citeshttps://doi.org/10.1016/j.techfore.2023.122830openalex-snapshot
The future is now? Consumers' paradoxical expectations of human-like service robots
inferred← citeshttps://doi.org/10.1016/j.techfore.2023.122861openalex-snapshot
Being friendly and competent: Service robots' proactive behavior facilitates customer value co-creation
inferred← citeshttps://doi.org/10.1016/j.techfore.2023.122948openalex-snapshot
The impact of customer privacy concerns on service robot adoption intentions: A credence/experience service typology perspective
inferred← citeshttps://doi.org/10.1016/j.techfore.2024.123257openalex-snapshot
A contingency-based approach to service robot design: Role of robot capabilities and personalities
inferred← citeshttps://doi.org/10.1016/j.techfore.2024.123806openalex-snapshot
Examining chatbot usage intention in a service encounter: Role of task complexity, communication style, and brand personality
inferred← citeshttps://doi.org/10.1016/j.techsoc.2021.101810openalex-snapshot
Research on service robot adoption under different service scenarios
inferred← citeshttps://doi.org/10.1016/j.techsoc.2025.103065openalex-snapshot
The more human-like the better? Effect of anthropomorphic level on customer intention to participate in AI service recovery
inferred← citeshttps://doi.org/10.1016/j.teler.2024.100140openalex-snapshot
Voice-based personal assistant (VPA) trust: Investigating competence and integrity
inferred← citeshttps://doi.org/10.1016/j.tmp.2025.101399openalex-snapshot
The more consistent, the more in love? Research on the impact of service robot and hotel brand personality congruence on brand love
inferred← citeshttps://doi.org/10.1016/j.tourman.2021.104309openalex-snapshot
Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications
inferred← citeshttps://doi.org/10.1016/j.tra.2026.104890openalex-snapshot
Decoding urban adoption of AI‑driven cabs: a mixed‑method investigation in China
inferred← citeshttps://doi.org/10.1017/s0263574725102907openalex-snapshot
Design and implementation of an open-source, low-cost remote-controlled tiny humanoid robot for accessible robotics applications
inferred← citeshttps://doi.org/10.1017/s1357321724000102openalex-snapshot
ActuaryGPT: applications of large language models to insurance and actuarial work
inferred← citeshttps://doi.org/10.1057/s41599-024-03265-1openalex-snapshot
Working with AI: the impact of organizational intelligent service strategy on employees’ perception of career achievement
inferred← citeshttps://doi.org/10.1057/s41599-025-05358-xopenalex-snapshot
Digital technology and service tradability: evidence from patent innovations and knowledge utilization
inferred← citeshttps://doi.org/10.1080/0144929x.2025.2497441openalex-snapshot
To augment or to automate: impact of anthropomorphism on users’ choice of decision delegation to AI-powered agents
inferred← citeshttps://doi.org/10.1080/02635143.2025.2578308openalex-snapshot
The challenges encountered by preschool and primary educators in implementing educational robotics
inferred← citeshttps://doi.org/10.1080/02642069.2022.2088738openalex-snapshot
Discovering meaningful engagement through interaction between customers and service robots
inferred← citeshttps://doi.org/10.1080/02642069.2025.2453676openalex-snapshot
More polite, more immoral: how does politeness in service robots influence consumer moral choices?
inferred← citeshttps://doi.org/10.1080/02642069.2025.2580243openalex-snapshot
Ethical frontiers of artificial intelligence in services: a comprehensive review
inferred← citeshttps://doi.org/10.1080/0267257x.2020.1824658openalex-snapshot
Fresh perspectives on brand management
inferred← citeshttps://doi.org/10.1080/03004279.2023.2300699openalex-snapshot
Assessing teacher readiness for educational robotics integration in primary and preschool education
inferred← citeshttps://doi.org/10.1080/09537325.2024.2408734openalex-snapshot
Which has a greater impact on brand satisfaction, human service or robot service as a waiter/waitress in the restaurant industry?
inferred← citeshttps://doi.org/10.1080/09647775.2022.2111334openalex-snapshot
Understanding and harnessing the potential of front-line employees’ self-governance in technologised museums and theme parks: insights from a qualitative study
inferred← citeshttps://doi.org/10.1080/10447318.2024.2404503openalex-snapshot
The Impact of Robotic Gastronomic Experiences on Customer Value, Delight and Loyalty in Service-Robot Restaurants
inferred← citeshttps://doi.org/10.1080/10548408.2022.2061678openalex-snapshot
The antecedents and consequences of brand authenticity in the restaurant industry: robot service employees versus human service employees
inferred← citeshttps://doi.org/10.1080/10941665.2025.2486015openalex-snapshot
Human-robot trust dynamics: understanding tourist confidence in service robots in tourism & hospitality
inferred← citeshttps://doi.org/10.1080/10941665.2025.2555213openalex-snapshot
Consumer responses to robot servers remotely controlled by employees with disabilities
inferred← citeshttps://doi.org/10.1080/13683500.2023.2214353openalex-snapshot
The augmentation effect of artificial intelligence: can AI framing shape customer acceptance of AI-based services?
inferred← citeshttps://doi.org/10.1080/15256480.2021.2017812openalex-snapshot
When Robot (Vs. Human) Employees Say “Sorry” Following Service Failure
inferred← citeshttps://doi.org/10.1080/19368623.2022.2112354openalex-snapshot
The mechanism of value cocreation in robotic services: customer inspiration from robotic service novelty
inferred← citeshttps://doi.org/10.1080/19368623.2024.2435840openalex-snapshot
Investigating the effect of customer-robot interaction experience on customer engagement behavior and co-creation value: a mixed methods study
inferred← citeshttps://doi.org/10.1080/19368623.2026.2642900openalex-snapshot
The impact of chatbot communication style on switching intention of consumer in hospitality: the moderating role of social perception
inferred← citeshttps://doi.org/10.1080/21568316.2025.2461008openalex-snapshot
Analysing Customer Preferences for AI-Enabled Service Robot’s Physical Appearance in the Tourism and Hospitality Industry: Insights and Exploration
inferred← citeshttps://doi.org/10.1080/22243534.2024.2432995openalex-snapshot
Shaping the future of hospitality management: a dynamic AI-driven dialogue between a Hotel Management School Leeuwarden lecturer and a hotel general manager
inferred← citeshttps://doi.org/10.1080/23311975.2024.2440628openalex-snapshot
AI’s invisible touch: how effortless browsing shapes customer perception, experience and engagement in online retail
inferred← citeshttps://doi.org/10.1108/978-1-83608-634-520241014openalex-snapshot
Innovation or Intrusion? Examining Employee Willingness to Collaborate With AI-Powered Service Robots in Retail
inferred← citeshttps://doi.org/10.1108/apjml-03-2026-0543openalex-snapshot
Consumer responses to AI-designed virtual luxury products: a double-edged sword for perceived brand innovativeness and authenticity
inferred← citeshttps://doi.org/10.1108/apjml-10-2022-0862openalex-snapshot
The effect of robot anthropomorphism on revisit intentions after service failure: a moderated serial mediation model
inferred← citeshttps://doi.org/10.1108/ejm-03-2022-0176openalex-snapshot
Service robots: the dynamic effects of anthropomorphism and functional perceptions on consumers’ responses
inferred← citeshttps://doi.org/10.1108/ejm-03-2025-0198openalex-snapshot
Moral agency and status validation: the influence of service robots in preferential treatment dynamics
inferred← citeshttps://doi.org/10.1108/ejm-10-2024-0844openalex-snapshot
Service robot led by Mr. John: the mere disclosure human leader effect
inferred← citeshttps://doi.org/10.1108/ijchm-04-2025-0520openalex-snapshot
Customer misbehavior in AI-enabled services
inferred← citeshttps://doi.org/10.1108/ijchm-06-2021-0807openalex-snapshot
Exploring key factors influencing customer behavioral intention in robot restaurants
inferred← citeshttps://doi.org/10.1108/ijchm-10-2021-1207openalex-snapshot
Smart dining, smart restaurant, and smart service quality (SSQ)
inferred← citeshttps://doi.org/10.1108/ijchm-10-2021-1284openalex-snapshot
How do consumers engage with proactive service robots? The roles of interaction orientation and corporate reputation
inferred← citeshttps://doi.org/10.1108/jcm-03-2025-7704openalex-snapshot
Marketing with anthropomorphised AI: insights from consumers
inferred← citeshttps://doi.org/10.1108/jcm-06-2024-6929openalex-snapshot
Examining the impact of anthropomorphism and AI-chatbots service quality on online customer flow experience – exploring the moderating role of telepresence
inferred← citeshttps://doi.org/10.1108/jhti-06-2023-0432openalex-snapshot
Linking social servicescape and restoration in dining settings: the moderating role of substantive servicescape
inferred← citeshttps://doi.org/10.1108/jhti-07-2021-0175openalex-snapshot
Intelligent automation in hospitality: exploring the relative automatability of frontline food service tasks
inferred← citeshttps://doi.org/10.1108/jhtt-03-2021-0102openalex-snapshot
Consumer reactions to different robotic servers in theme parks
inferred← citeshttps://doi.org/10.1108/jhtt-04-2025-0345openalex-snapshot
Dehumanized by automation: how guest–robot interactions foster the objectified perception of hotel frontline employees
inferred← citeshttps://doi.org/10.1108/jhtt-05-2024-0293openalex-snapshot
The influence of the perception of human–robot interaction on customer value co-creation intention: a case study of hotel service robots
inferred← citeshttps://doi.org/10.1108/jhtt-09-2024-0557openalex-snapshot
How the dimensions of robotic service quality shape consumer perceived value and engagement
inferred← citeshttps://doi.org/10.1108/jhtt-10-2024-0691openalex-snapshot
Humanoid service robots in hotels: consumer interactions and evaluations
inferred← citeshttps://doi.org/10.1108/jkm-12-2022-0940openalex-snapshot
The challenging meet between human and artificial knowledge. A systems-based view of its influences on firms-customers interaction
inferred← citeshttps://doi.org/10.1108/jocm-08-2023-0315openalex-snapshot
“I am served by a Robot!”: internal antecedents of customer acceptance of robotic hotel-service agents
inferred← citeshttps://doi.org/10.1108/josm-02-2024-0081openalex-snapshot
Assertive or submissive? How consumers respond to different dominance patterns in smart voice-based service encounters
inferred← citeshttps://doi.org/10.1108/josm-03-2022-0090openalex-snapshot
How does service robot anthropomorphism affect human co-workers?
inferred← citeshttps://doi.org/10.1108/josm-04-2025-0194openalex-snapshot
Beyond replacement: human-machine collaboration in the age of AI
inferred← citeshttps://doi.org/10.1108/josm-05-2022-0174openalex-snapshot
Exploring the influence of service employees' characteristics on their willingness to work with service robots
inferred← citeshttps://doi.org/10.1108/josm-06-2021-0232openalex-snapshot
Employee-(ro)bot collaboration in service: an interdependence perspective
inferred← citeshttps://doi.org/10.1108/josm-06-2022-0192openalex-snapshot
Some agents are more similar than others: customer orientation of frontline robots and employees
inferred← citeshttps://doi.org/10.1108/josm-09-2021-0345openalex-snapshot
Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots
inferred← citeshttps://doi.org/10.1108/josm-10-2021-0402openalex-snapshot
The TRISEC framework for optimizing conversational agent design across search, experience and credence service contexts
inferred← citeshttps://doi.org/10.1108/josm-11-2020-0406openalex-snapshot
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots
inferred← citeshttps://doi.org/10.1108/josm-11-2021-0409openalex-snapshot
To serve and protect: a typology of service robots and their role in physically safe services
inferred← citeshttps://doi.org/10.1108/josm-12-2020-0435openalex-snapshot
Service robots, agency and embarrassing service encounters
inferred← citeshttps://doi.org/10.1108/josm-12-2020-0448openalex-snapshot
Robotic involvement in the service encounter: a value-centric experience framework and empirical validation
inferred← citeshttps://doi.org/10.1108/josm-12-2021-0488openalex-snapshot
Living and Working with Service Robots: A TCCM Analysis and Considerations for Future Research
inferred← citeshttps://doi.org/10.1108/jrim-01-2023-0030openalex-snapshot
Artificial intelligence in interactive marketing: a conceptual framework and research agenda
inferred← citeshttps://doi.org/10.1108/jsm-02-2023-0048openalex-snapshot
Managing customer-to-customer interactions: revisiting older models for a fresh perspective
inferred← citeshttps://doi.org/10.1108/jsm-07-2024-0367openalex-snapshot
An exploration of financial services digital encounters in developing countries
inferred← citeshttps://doi.org/10.1108/jsm-12-2020-0508openalex-snapshot
WOW, the make-up AR app is impressive: a comparative study between China and South Korea
inferred← citeshttps://doi.org/10.1108/jstp-07-2024-0231openalex-snapshot
An integrated model examining frontline employee willingness to work with retail service robots
inferred← citeshttps://doi.org/10.1108/jstp-10-2022-0238openalex-snapshot
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
inferred← citeshttps://doi.org/10.1108/jtf-01-2025-0011openalex-snapshot
An exploration of the potential use of service robots among millennials and Gen Z’s in nature-based tourism destinations
inferred← citeshttps://doi.org/10.1108/s1548-643520230000020015openalex-snapshot
Anthropomorphism in Artificial Intelligence: A Review of Empirical Work Across Domains and Insights for Future Research
inferred← citeshttps://doi.org/10.1108/s2754-586520240000003007openalex-snapshot
A Review of Self-Service Technology Adoption in the Tourism and Hospitality Industry
inferred← citeshttps://doi.org/10.1108/tr-03-2024-0159openalex-snapshot
Service robot acceptance: agenda for tourism and hospitality research
inferred← citeshttps://doi.org/10.1108/tr-05-2023-0315openalex-snapshot
From metaverse experience to physical travel: the role of the digital twin in metaverse design
inferred← citeshttps://doi.org/10.1108/tr-12-2022-0619openalex-snapshot
Smart and sustainable hotels: Tourism Agenda 2030 perspective article
inferred← citeshttps://doi.org/10.1108/yc-09-2022-1598openalex-snapshot
Understanding generation Z consumers’ revisit intentions to robotic service restaurants
inferred← citeshttps://doi.org/10.1109/access.2025.3620137openalex-snapshot
Automation–Augmentation Entanglement: Self-Service-Technology as Driver for Change
inferred← citeshttps://doi.org/10.1109/aeeca65693.2025.00074openalex-snapshot
Research on a Multi-functional Home Assistant Handling Robot Based on Programmable Logic Controller
inferred← citeshttps://doi.org/10.1109/cascon66301.2025.00120openalex-snapshot
Am I Working with “Someone”: Psychological Ownership as a Lens for Designing Agentic GenAI
inferred← citeshttps://doi.org/10.1109/icdmw65004.2024.00016openalex-snapshot
Care-by-Design: Enhancing Customer Experience through Empathetic AI Chatbots
inferred← citeshttps://doi.org/10.1109/icsmech69390.2026.11647210openalex-snapshot
Design and Real-Time Implementation of an Autonomous Indoor Navigation System for Service Robots
inferred← citeshttps://doi.org/10.1109/jas.2023.124140openalex-snapshot
Advancements in Humanoid Robots: A Comprehensive Review and Future Prospects
inferred← citeshttps://doi.org/10.1111/ijcs.12808openalex-snapshot
A transdisciplinary review and framework of consumer interactions with embodied social robots: Design, delegate, and deploy
inferred← citeshttps://doi.org/10.1111/ijcs.12985openalex-snapshot
Anthropomorphism and consumer behaviour: A SPAR‐4‐SLR protocol compliant hybrid review
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