ROBONOMICS AND CUSTOMER SATISFACTION: A LITERATURE REVIEW TOWARDS SERVICE ROBOTS

Bahar Gurdin
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Bahar Gurdin: ADNAN MENDERES UNIVERSITY

Ekonomi Maliye Isletme Dergisi, 2020, vol. 3, issue 1, 85-100

Abstract: The robots, which were developed to perform the jobs that people have mentally or physically challenged, could not or do not want to do and found risky, became increasingly demanded by enterprises in various sectors after being supported with artificial intelligence. Robots have taken their place at airports, schools, hotels etc. in the service sector as part of daily life and have become an important part of the economy. With the activation of robots, artificial intelligence and automation in the economy, the concept of robonomics which means robot-based economy emerged. In this study, it is aimed to shed light to the researchers who will work on this subject with the creation of a conceptual infrastructure for robonomics and service robots in Turkish sources and a literature review of the current literature. The journals scanned in the Web of Science (WoS) database have been taken into consideration in order to reach data on customer satisfaction and consumer attitude towards service robots and a literature review of 35 article and conference paper were carried out. In the study, it has been found that internal and external customers are satisfied with the services provided by service robots and that demographic factors are effective on perceptions and attitudes in terms of both emotional and service delivery for service robots. It is concluded that although service robots increase customer satisfaction in general, they need more time and effort to adopt and use more actively to further develop robonomics.

Keywords: Service; Robot; Robonomics; Customer Satisfaction; Consumer Attitudes (search for similar items in EconPapers)
JEL-codes: M10 M20 M30 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:gnx:emid43:2020-3-1-732024

DOI: 10.46737/emid.732024

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