The Rise of Service Robots in Retailing: Literature Review on Success Factors and Pitfalls
Laurens De Gauquier, Malaika Brengman, Kim Willems
Abstract
Service robots (SRs) in retail is an emerging topic for both scholars and practitioners. Most of the studies are performed in the field using observational methods. To date, there is a lack of using uniform frameworks in order to fully understand customer–robot interactions. The dark side of robots in retail is still an underexplored area.
Topics & Concepts
RobotService (business)Observational studyOrder (exchange)Field (mathematics)Customer serviceBusinessMarketingCustomer experienceEngineeringComputer scienceArtificial intelligenceMedicineMathematicsFinancePathologyPure mathematicsAI in Service InteractionsSocial Robot Interaction and HRISharing Economy and Platforms