Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?
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DOI：
10.1108/jstp-04-2019-0088
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发表时间：
2020-01
影响因子：
4.6
通讯作者：
V. Lu;Jochen Wirtz;W. Kunz;Stefanie Paluch;Thorsten Gruber;Antje Martins;P. Patterson
中科院分区：
文献类型：
--
作者：
V. Lu;Jochen Wirtz;W. Kunz;Stefanie Paluch;Thorsten Gruber;Antje Martins;P. Patterson
机器人预计将对服务业产生深远的影响。机器人的出现吸引了越来越多的商业学者和从业者的兴趣。在本文中，我们对服务机器人对客户和员工的影响的商业文献进行了系统的回顾，目的是指导未来的研究。设计/方法/方法我们分析了有关服务机器人的文献，因为它们与金融时报前50名期刊中列出的商业期刊中的客户和员工有关，加上交叉覆盖的所有期刊。学科SERVSIG文献警报。调查结果对所确定的研究进行分析，得出了关于服务机器人对客户影响的多项观察结果（例如，关于接受和使用服务机器人的总体框架;服务机器人的特征和拟人化;和潜在的增强和恶化的服务体验）和服务员工（例如，员工福利，如减少日常工作，提高生产力和工作满意度;潜在的负面后果，如失去自主权和一系列负面心理后果;人机协作的机会;工作不安全感;以及与机器人相关的技能提升和发展要求）。我们还得出结论，目前对服务机器人的研究是分散的，主要是概念性的，并集中在最初的采用阶段。我们认为需要更多的研究来建立一个总体理论。此外，需要更多的实证研究，特别是在长期使用服务机器人的实际行为，幸福和潜在的缺点和（道德）风险为客户和服务employees.Research限制/implicationsOur审查集中在业务和服务文献。未来的工作可能要包括额外的文献流，包括那些在计算机科学，工程和信息systems.Originality/valueThis文章是第一个合成的业务和服务文献的影响，服务机器人对客户和员工。
PurposeRobots are predicted to have a profound impact on the service sector. The emergence of robots has attracted increasing interest from business scholars and practitioners alike. In this article, we undertake a systematic review of the business literature about the impact of service robots on customers and employees with the objective of guiding future research.Design/methodology/approachWe analyzed the literature on service robots as they relate to customers and employees in business journals listed in the Financial Times top 50 journals plus all journals covered in the cross-disciplinary SERVSIG literature alerts.FindingsThe analysis of the identified studies yielded multiple observations about the impact of service robots on customers (e.g. overarching frameworks on acceptance and usage of service robots; characteristics of service robots and anthropomorphism; and potential for enhanced and deteriorated service experiences) and service employees (e.g. employee benefits such as reduced routine work, enhanced productivity and job satisfaction; potential negative consequences such as loss of autonomy and a range of negative psychological outcomes; opportunities for human–robot collaboration; job insecurity; and robot-related up-skilling and development requirements). We also conclude that current research on service robots is fragmented, is largely conceptual in nature and focused on the initial adoption stage. We feel that more research is needed to build an overarching theory. In addition, more empirical research is needed, especially on the long(er)-term usage service robots on actual behaviors, the well-being and potential downsides and (ethical) risks for customers and service employees.Research limitations/implicationsOur review focused on the business and service literature. Future work may want to include additional literature streams, including those in computer science, engineering and information systems.Originality/valueThis article is the first to synthesize the business and service literature on the impact of service robots on customers and employees.