Robots in Retail

Ada Maria Barone () and Emanuela Stagno ()
Additional contact information
Ada Maria Barone: Goldsmiths, University of London
Emanuela Stagno: University of Sussex

Chapter Chapter 5 in Artificial Intelligence along the Customer Journey, 2023, pp 71-86 from Springer

Abstract: Abstract This chapter describes service robots, the most advanced and forward-looking development in service contexts enabled by artificial intelligence. Thanks to their ability to socially interact with consumers, service robots can play a variety of roles across the customer journey, with significant impact on how consumers experience and interpret service encounters. In this chapter, we define and discuss the main characteristics of service robots and how these affect consumers’ perceptions and behaviours. We also detail how these technologies can be used for collaboration with humans, and how they affect the way consumers might respond to a service failure. We conclude this chapter by providing directions for future research and by summarising the opportunities offered by service robots along the customer journey.

Keywords: Service robots; Anthropomorphism; Social presence; Autonomy; Collaboration; Service failure (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-48792-7_5

Ordering information: This item can be ordered from
http://www.springer.com/9783031487927

DOI: 10.1007/978-3-031-48792-7_5

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().