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Introduction - Coggle Diagram
Introduction
The term “robot” originated from the Czech word robota and means forced labor and “has
evolved in meaning from dumb machines that perform menial
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intelligent anthropomorphic robots of popular culture” (Lanfranco et al., 2004, p. 14). Wirtz et al.
(2018, p. 909) define service robots as “system-based autonomous and adaptable interfaces that
interact, communicate, and deliver service to an organization’s customers.”
Wirtz and colleagues (2018) further argue
that, in terms of design
these service robots can (i) have a virtual or physical presentation (e.g.,
Alexa vs. Pepper robots), (ii) have a humanoid or non-humanoid appearance (e.g., Sophia vs.
Roomba robots), and (iii) perform cognitive-analytical tasks and emotional-social tasks (e.g.,
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the expected impact of robots on our
economies is staggering. For example,
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could be automated by 2055 (McKinsey Global Institute, 2017), and that adoption rates of robotic
technologies are accelerating across all industries, leading to an estimated displacement of about 175 million jobs by 2022 (World Economic Forum, 2018).
robots have become highly effective at performing
repetitive tasks previously performed by humans (Lacity and Willcocks, 2016)
such as carrying
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robots are increasingly capable of more sophisticated physical as well as cognitive activities, such
as detecting worsening dementia (Lay, 2019), identifying hazards such as spills on a shop floor
(Cheng, 2019), and offering wealth management advice (Avery, 2019).
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These headlines highlight that advances in robotics and artificial
intelligence (AI) are gaining broad attention
In the frontline
service setting, service robots can also be viewed as social robots when they interact and cocreate value with their customers at the service encounter
To synthesize the findings of extant research through a systematic review of academic articles published in leading business and service-oriented journals about the impact of service robots on customers and service employees to provide a narrative on the current
understanding.
To identify knowledge gaps regarding the impact of robots on customers and service
employees, , and provide guidance for promising future research directions with high
potential theoretical and managerial impact.
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