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Frontline employee expectations on working with physical robots in retailing 一线员工对零售业中使用实体机器人的期望
IF 10.6 2区 管理学 Q1 MANAGEMENT Pub Date : 2022-09-13 DOI: 10.1108/josm-09-2020-0340
Kim Willems, Nanouk Verhulst, Laurens De Gauquier, Malaika Brengman
PurposeService robots have increasingly been utilized in retail settings, yet empirical research on how frontline employees (FLEs) might deal with this new reality remains scarce. This mixed-methods study aims to examine how FLEs expect physical service robots to impact job characteristics and affect their job engagement and well-being.Design/methodology/approachFirst, explorative interviews (Study 1; N = 32) were conducted to investigate how FLEs currently experience job characteristics and how they believe robots might impact these job characteristics and job outcomes. Next, a survey (Study 2; N = 165) examined the relationship between job characteristics that retail FLEs expect to be impacted by robots and their own well-being and job engagement.FindingsWhile the overall expectations for working with robots are mixed, retail FLEs expect that working with robots can alleviate certain job demands, but robots cannot help to replenish their job resources. On the contrary, most retail FLEs expect the pains and gains associated with robots in the workspace to cancel each other out, leaving their job engagement and well-being unaffected. However, of the FLEs that do anticipate that robots might have some impact on their well-being and job engagement, the majority expect negative effects.Originality/valueThis study is unique in addressing the trade-off between expected benefits and costs inherent to job demands-resources (JD-R) theory while incorporating a transformative service research (TSR) lens. By integrating different streams of research to study retail FLEs' expectations about working with robots and focusing on robots' impact on job engagement and well-being, this study offers new insights for theory and practice.
服务机器人越来越多地应用于零售环境,但关于一线员工如何应对这一新现实的实证研究仍然很少。这项混合方法的研究旨在研究员工期望物理服务机器人如何影响工作特征,并影响他们的工作投入和幸福感。设计/方法/方法首先,探索性访谈(研究1;N = 32),以调查员工目前如何体验工作特征,以及他们如何认为机器人可能会影响这些工作特征和工作结果。接下来是一项调查(研究2;N = 165)研究了零售业员工期望受到机器人影响的工作特征与他们自己的幸福感和工作投入之间的关系。尽管对与机器人一起工作的总体期望参差不齐,但零售企业认为,与机器人一起工作可以减轻某些工作需求,但机器人不能帮助补充他们的工作资源。相反,大多数零售业员工认为,与工作空间中的机器人相关的痛苦和收益会相互抵消,而他们的工作投入和幸福感不会受到影响。然而,在预计机器人可能会对他们的幸福感和工作投入产生影响的员工中,大多数人预计会产生负面影响。原创性/价值本研究在结合变革服务研究(TSR)视角的同时,解决了工作需求-资源(JD-R)理论固有的预期收益和成本之间的权衡,这是独一无二的。通过整合不同的研究流来研究零售业员工对与机器人合作的期望,并关注机器人对工作投入和幸福感的影响,本研究为理论和实践提供了新的见解。
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引用次数: 5
Designing augmented reality services for enhanced customer experiences in retail 设计增强现实服务,增强零售客户体验
IF 10.6 2区 管理学 Q1 MANAGEMENT Pub Date : 2022-09-07 DOI: 10.1108/josm-01-2022-0004
Nageswaran Vaidyanathan, Stefan Henningsson

Purpose

To deliver superior customer experiences, retailers are increasingly turning to augmented reality (AR) technologies for new digital services that can enhance their customer interactions. The potential of AR has been validated in lab experiments, but when implemented in real-world contexts, its commercial impact has been limited. Therefore, this paper investigates how to design AR-based services (AR services) that enhance customer experiences in retail.

Design/methodology/approach

The paper uses a conceptual research approach to integrate research on AR in the context of retail, combining customer, retailer, and technical perspectives with the design thinking method to demonstrate how the challenge of AR service design can be addressed through design thinking.

Findings

The paper develops propositions that explain how a design thinking method is useful in the design of effective AR services. The paper also articulates principles for how to implement the design thinking method in the specific context of AR for enhanced customer experiences.

Practical implications

The study documents critical practices for retailers seeking to be competitive with superior customer experiences under the increasing digitalization of retailer-customer interactions.

Originality/value

The study contributes to the service design literature by answering the call to develop moderately abstracted explanations of how different digital technologies can be used to provision new services in different application domains, with the focus here being the design of AR services in the context of retail.

为了提供卓越的客户体验,零售商越来越多地转向使用增强现实(AR)技术来提供新的数字服务,以增强他们的客户互动。AR的潜力已在实验室实验中得到验证,但在现实环境中实施时,其商业影响有限。因此,本文研究了如何设计基于AR的服务(AR服务)来增强零售中的客户体验。设计/方法/方法本文采用概念研究方法,将AR在零售背景下的研究整合起来,将客户、零售商和技术观点与设计思维方法结合起来,展示如何通过设计思维来解决AR服务设计的挑战。本文提出了一些命题,解释了设计思维方法在设计有效的AR服务中是如何有用的。本文还阐述了如何在AR的具体背景下实施设计思维方法以增强客户体验的原则。实际意义本研究记录了零售商在日益数字化的零售商与客户互动中寻求卓越客户体验竞争力的关键实践。原创性/价值本研究响应了对不同数字技术如何在不同应用领域提供新服务的适度抽象解释的呼吁,为服务设计文献做出了贡献,这里的重点是零售背景下的AR服务设计。
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引用次数: 3
Wrinkles in a CSR story: mismatched agendas in fast fashion service brands' CSR reputation 企业社会责任故事中的皱纹:快时尚服务品牌的企业社会责任声誉议程不匹配
IF 10.6 2区 管理学 Q1 MANAGEMENT Pub Date : 2022-08-30 DOI: 10.1108/josm-07-2021-0243
Jacob Mickelsson, Joep J.G.M. van Haren, Jos G.A.M. Lemmink

Purpose

Corporate social responsibility (CSR) is an increasingly important issue for service brands in fast fashion retailing, as consumers' negative impressions about retailers' CSR activities influence brand experience. Consumers' impressions of CSR efforts arise based on agendas communicated through many channels from different sources. The paper unravels the ‘wrinkles’, i.e. possible mismatches in CSR communication around service brands by studying differences between the three main sources of fast fashion brand-related CSR agendas: Autonomous company communication, news media and social media postings by consumers.

Design/methodology/approach

The authors use structural topic modeling (STM) to analyze a corpus of texts focusing on the CSR efforts of three major fast fashion service brands over three years. The texts included 89 items of company communication (CSR reports and press releases), 5,351 news media articles about the brands' CSR efforts and 57,377 consumer generated tweets about the brands.

Findings

The STM analysis extracted 26 different CRS-related topics from the texts. Results showed differences in how much the three sources emphasized topics. The brands' own communication puts emphasis on environmental responsibility. News media tended to report on economic issues, treatment of employees and specific CSR-related events. Twitter showed more activity in discussing incident-based and emotionally charged topics.

Research limitations/implications

The results feed into the ongoing discussion about how companies' CSR communication relates to communication in the press and among consumers. The authors highlight themes in the individual topics that are emphasized by the three sources, and discuss how CSR themes emerge in the overall transformative agenda.

Practical implications

The paper highlights how fast fashion service brands can identify and understand different CSR agendas arising around their brand. Insight into such agendas can be used to tailor the brands' communication strategies.

Originality/value

The paper contributes to the understanding of the factors behind fashion service brands' CSR reputation, highlighting how the three main sources of CSR reputation (company reports, news and social media) emphasize different types of agendas.

企业社会责任(CSR)对于快时尚零售中的服务品牌来说是一个越来越重要的问题,因为消费者对零售商CSR活动的负面印象会影响品牌体验。消费者对企业社会责任的印象是基于不同渠道的议程而产生的。本文通过研究与快时尚品牌相关的社会责任议程的三个主要来源:自主公司传播、新闻媒体和消费者社交媒体发帖之间的差异,揭示了围绕服务品牌的社会责任传播中的“皱纹”,即可能存在的不匹配。设计/方法/方法作者使用结构主题建模(STM)来分析三个主要快时尚服务品牌三年来在企业社会责任方面的努力。这些文本包括89条公司传播(CSR报告和新闻稿),5351篇关于品牌CSR努力的新闻媒体文章和57377条消费者关于品牌的推文。STM分析从文本中提取了26个不同的crs相关主题。结果显示,三种来源在强调主题的程度上存在差异。品牌自身的传播强调环境责任。新闻媒体倾向于报道经济问题、员工待遇和具体的企业社会责任相关事件。推特在讨论基于事件和情绪化的话题方面表现出更多的活跃度。研究局限/启示研究结果为正在进行的关于企业社会责任传播如何与媒体和消费者之间的传播联系起来的讨论提供了依据。作者强调了三个来源强调的个别主题中的主题,并讨论了企业社会责任主题如何在整个变革议程中出现。本文重点介绍了快时尚服务品牌如何识别和理解围绕其品牌产生的不同CSR议程。对这些议程的洞察可以用来定制品牌的传播策略。本文有助于理解时尚服务品牌企业社会责任声誉背后的因素,突出了企业社会责任声誉的三个主要来源(公司报告、新闻和社交媒体)如何强调不同类型的议程。
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引用次数: 2
Reflections and predictions on effects of COVID-19 pandemic on retailing 新冠肺炎疫情对零售业影响的思考与预测
IF 10.6 2区 管理学 Q1 MANAGEMENT Pub Date : 2022-07-22 DOI: 10.1108/josm-09-2021-0343
P. Verhoef, C. Noordhoff, Laurens Sloot
PurposeThe Covid-19 pandemic has a strong effect on societies, business and consumers. Governments have taken measures to reduce the spread of the pandemic, such as social distancing and lockdowns. The latter has also resulted in a temporary closure of physical stores for “non-essential” retailing. Covid-19 thus has a profound impact on how people live. The period of relative isolation, social distancing and economic uncertainty changes the way we behave. New consumer behaviors span all areas of life, from how we work to how we shop to how we entertain ourselves. These shifts have important implications for retailers. This paper aims to discuss the potential structural effect on shopping behavior and retailing when Covid-19 measures are no longer needed and society moves back to a normal situation.Design/methodology/approachThe paper synthesizes empirical and conceptual literature on the consequences of COVID-19 and introduces a conceptual framework along with a set of predictions that can be investigated with empirical data.FindingsThis study suggests that Covid-19 shapes both consumer needs and behavior and how retailers respond to these changes. Moreover, it suggests that this will not only affect market outcomes (i.e. retail sales and market share online) but also firm outcomes (i.e. customer experience, firm sales) and importantly the competition between online and offline retailers.Originality/valueIn the conceptual framework, this study aims to advance knowledge on longer-term outcomes (vs immediate outcomes such as panic buying) and how COVID-19 is changing the competitive landscape of retail.
2019冠状病毒病大流行对社会、企业和消费者产生了强烈影响。各国政府已采取措施减少大流行的传播,如保持社交距离和封锁。后者还导致“非必需品”零售实体店暂时关闭。因此,Covid-19对人们的生活产生了深远影响。相对孤立、社交距离和经济不确定性的时期改变了我们的行为方式。新的消费行为涉及生活的各个领域,从我们如何工作到我们如何购物再到我们如何娱乐自己。这些转变对零售商有着重要的影响。本文旨在讨论当不再需要Covid-19措施并且社会恢复正常状态时,对购物行为和零售业的潜在结构性影响。设计/方法/方法本文综合了关于COVID-19后果的经验和概念文献,并介绍了一个概念框架以及一组可以用经验数据进行调查的预测。这项研究表明,Covid-19既影响了消费者的需求和行为,也影响了零售商如何应对这些变化。此外,它表明这不仅会影响市场结果(即零售销售额和在线市场份额),还会影响企业结果(即客户体验,企业销售),重要的是线上和线下零售商之间的竞争。在概念框架内,本研究旨在提高对长期结果(相对于恐慌性购买等即时结果)的认识,以及COVID-19如何改变零售业的竞争格局。
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引用次数: 14
The olfactory experience (in retail) scale: construction, validation and generalization 嗅觉体验(零售)规模:构建、验证与推广
IF 10.6 2区 管理学 Q1 MANAGEMENT Pub Date : 2022-07-14 DOI: 10.1108/josm-05-2021-0173
Subhadip Roy, Priyanka Singh
PurposeMeasurement scales for sensory experience in retailing exist for sight, touch and sound. In the present study, the authors aim to develop the olfactory experience (OEX) scale in the context of retailing.Design/methodology/approachBased on literature review and six studies that follow standard scale development protocols (combined n = 1,203), the authors develop and validate a three-dimensional OEX scale. The scale is further validated in the final study in a different market set-up than the first five.FindingsThe authors found the three dimensions of OEX as (scent) company, congeniality and congruity. The OEX scale is found to be generalizable and valid across different cultural and market set-ups. In addition, the OEX (i.e. the scale) was found to effect psychological and behavioral outcomes of the consumer in a significant manner.Research limitations/implicationsThe present study contributes to the domain of sensory experience in retailing with the OEX scale and provides three new dimensions of OEX for the academicians to further explore.Practical implicationsThe OEX scale provides a ready to use tool for the retailer to gauge the level of OEX in the store and to predict consumer attitudes and behavior.Originality/valueThe study is the first to develop a scale for OEX in retailing or for that matter in consumer behavior.
目的建立零售感官体验的视觉、触觉和听觉量表。在本研究中,作者旨在开发零售情境下的嗅觉体验(OEX)量表。设计/方法/方法基于文献综述和遵循标准量表开发协议的六项研究(合计n = 1203),作者开发并验证了三维OEX量表。在最后的研究中,量表在不同于前五个的市场环境中得到进一步验证。结果:研究人员发现,OEX的三个维度为(气味)陪伴、亲和性和一致性。研究发现,OEX量表在不同的文化和市场背景下是可推广和有效的。此外,我们发现OEX(即量表)对消费者的心理和行为结果有显著的影响。研究的局限与启示本研究对零售感官体验的研究领域做出了贡献,并提供了三个新的维度供学者们进一步探索。实际意义OEX量表为零售商提供了一个随时可用的工具来衡量商店的OEX水平,并预测消费者的态度和行为。独创性/价值这项研究首次为零售业或消费者行为中的OEX开发了一个尺度。
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引用次数: 1
Guest editorial: Opportunities and challenges at the crossroads of communication and services 嘉宾评论:通信与服务十字路口的机遇与挑战
IF 10.6 2区 管理学 Q1 MANAGEMENT Pub Date : 2022-07-08 DOI: 10.1108/josm-07-2022-489
Annouk Lievens, P. Neijens, Patrick De Pelsmacker
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引用次数: 0
Technologies in service communication: looking forward 服务通信技术:展望
IF 10.6 2区 管理学 Q1 MANAGEMENT Pub Date : 2022-06-30 DOI: 10.1108/josm-03-2022-0075
Dominik Mahr, Jisu Huh

Purpose

The aim of the paper is to bring together the state-of-the-art research and theory from the communication and service research fields to examine the implications of new technologies for the future of service communication.

Design/methodology/approach

The authors apply the media affordances perspective to develop an overarching framework that facilitates theoretical conceptualization and research question formulation on the constantly evolving technology-enabled communication formats.

Findings

Central to the forward-looking framework of service communication facilitated by new technologies, this paper identifies various affordances at the service frontline where service customers and providers interact with the technologies. Customers are empowered to expand their roles blurring the role distinction between service providers and customers. Depending on what kind of relationships service providers form with the emerging technologies, they may develop new service communication strategies and new interaction possibilities with customers. As a result, the technologies' affordances would facilitate value creation outcomes that can manifest in the external (whether it is in the physical or digital space) and/or internal (one's own mind) spaces. Applying the affordances framework, the authors map out four key areas of future research regarding new technologies in service communication: (1) social media technologies; (2) multisensory reality-enhancing technologies; (3) AI-enabled voice assistants; and (4) AI-driven service robots.

Originality/value

This paper proposes an original theoretical framework to stimulate and guide future research and theory development regarding the implications of new technologies in the constantly evolving and complex service communication landscape.

本文的目的是将通信和服务研究领域的最新研究和理论结合起来,探讨新技术对未来服务通信的影响。设计/方法/方法作者运用媒体启示的观点来开发一个总体框架,以促进不断发展的技术支持的通信格式的理论概念化和研究问题的制定。作为新技术促进的前瞻性服务通信框架的核心,本文确定了服务客户和提供商与技术交互的服务前线的各种支持。客户被授权扩展他们的角色,模糊了服务提供者和客户之间的角色区别。根据服务提供商与新兴技术形成的关系,他们可能会开发新的服务沟通策略和与客户的新的互动可能性。因此,这些技术的能力将促进价值创造的结果,这些结果可以在外部(无论是在物理空间还是数字空间)和/或内部(自己的思想)空间中体现出来。在此基础上,作者提出了服务通信新技术未来研究的四个关键领域:(1)社交媒体技术;(2)多感官增强技术;(3)人工智能语音助手;(4)人工智能服务机器人。原创性/价值本文提出了一个原创性的理论框架,以激励和指导未来关于新技术在不断发展和复杂的服务通信环境中的影响的研究和理论发展。
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引用次数: 5
Value creation and cost reduction in health care – outcomes of online participation by health-care professionals 保健领域的价值创造和成本降低——保健专业人员在线参与的成果
IF 10.6 2区 管理学 Q1 MANAGEMENT Pub Date : 2022-06-27 DOI: 10.1108/josm-07-2021-0247
Jens Hogreve, Andrea Beierlein

Purpose

The authors explore the outcomes of health-care professionals' participation in a vendor-hosted online community by combining qualitative and quantitative data collected in two separate studies. The authors aim to shed light on the potential value outcomes of community participation covering the reduction of service costs by professionals' community participation.

Design/methodology/approach

The authors explore the outcomes of health-care professionals' participation in a vendor-hosted online community by combining qualitative and quantitative data collected in two separate studies. The authors also introduce GABEK® as a unique method of qualitative empirical content analysis. In the quantitative study, the authors refer to customer survey data and transactional data.

Findings

The results show that participation in online communities by professionals emerges as a dual concept, consisting of both help-seeking and help-providing behaviors. These behaviors in turn facilitate the creation of economic and relational value, as well as influencing the perceived usefulness of the online community, resulting in higher satisfaction with the community among the participating professionals. Customer survey data and transactional data were gathered from a major medical equipment vendor hosting an online community, and those data confirm that participation also decreases service support costs to professionals by reducing the number of necessary service visits by the vendor's service technicians.

Practical implications

The resulting model of participation and corresponding benefits in an online community for health-care professionals reflects and informs current developments in the health care industry.

Originality/value

The combination of qualitative as well as quantitative studies relying on the data of a world leading medical equipment vendor hosting an online community provides unique and innovative insights into participation and value creation within B2B communities.

目的:作者通过结合两项独立研究中收集的定性和定量数据,探讨卫生保健专业人员参与供应商托管的在线社区的结果。作者旨在揭示社区参与的潜在价值成果,包括专业人员社区参与降低服务成本。设计/方法/方法作者通过结合两项独立研究中收集的定性和定量数据,探讨了卫生保健专业人员参与供应商托管的在线社区的结果。作者还介绍了GABEK®作为定性实证内容分析的独特方法。在定量研究中,作者参考了客户调查数据和交易数据。研究结果表明,专业人士参与网络社区是一个双重概念,既包括寻求帮助的行为,也包括提供帮助的行为。这些行为反过来又促进了经济和关系价值的创造,并影响了在线社区的感知有用性,从而使参与的专业人员对社区的满意度更高。客户调查数据和交易数据是从托管在线社区的一家大型医疗设备供应商那里收集的,这些数据证实,参与还减少了供应商服务技术人员必要的服务访问次数,从而降低了专业人员的服务支持成本。实际意义由此产生的医疗保健专业人员在线社区参与模式和相应收益反映并通报了医疗保健行业的当前发展。原创性/价值基于托管在线社区的世界领先医疗设备供应商的数据,定性和定量研究相结合,为B2B社区的参与和价值创造提供了独特和创新的见解。
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引用次数: 0
Programmatic advertising in online retailing: consumer perceptions and future avenues 在线零售中的程序化广告:消费者认知和未来途径
IF 10.6 2区 管理学 Q1 MANAGEMENT Pub Date : 2022-06-22 DOI: 10.1108/josm-06-2021-0238
Robert Ciuchita, Johanna Katariina Gummerus, Maria Holmlund, Eva Larissa Linhart

Purpose

Digital advertising enables retailers to rely on large volumes of data on consumers and even leverage artificial intelligence (AI) to target consumers online with personalised and context-aware advertisements. One recent example of such advertisements is programmatic advertising (PA), which is facilitated by automatic bidding systems. Given that retailers are expected to increase their use of PA in the future, further insights on the pros and cons of PA are required. This paper aims to enhance the understanding of the implications of PA use for retailers.

Design/methodology/approach

A theoretical overview is conducted that compares PA to traditional advertising, with an empirical investigation into consumer attitudes towards PA (an online survey of 189 consumers using an experimental design) and a research agenda.

Findings

Consumer attitudes towards PA are positively related to attitudes towards the retailer. Further, perceived ad relevance is positively related to attitudes towards PA, which is moderated by (1) consumer perceptions of risks related to sharing their data with retailers online and (2) consumer perceptions of AI's positive potential. Surprisingly, the disclosed use of AI for PA does not significantly influence consumer attitudes towards PA.

Originality/value

This paper contributes to the literature on technology-enabled services by empirically demonstrating that ad relevance drives consumer attitudes towards PA. This paper further examines two contingencies: risk beliefs related to data (i.e. the source of PA) and perceptions of AI (i.e. the somewhat nebulous technology associated with PA) as beneficial. A research agenda illuminates central topics to guide future research on PA in retailing.

数字广告使零售商能够依靠大量消费者数据,甚至利用人工智能(AI)通过个性化和情境感知广告在线瞄准消费者。这类广告最近的一个例子是程序化广告(PA),它是由自动投标系统促进的。鉴于零售商预计将在未来增加对PA的使用,需要进一步了解PA的利弊。本文旨在提高对零售商使用PA的含义的理解。设计/方法/方法进行了理论概述,将PA与传统广告进行了比较,并对消费者对PA的态度进行了实证调查(使用实验设计对189名消费者进行了在线调查)和研究议程。发现消费者对PA的态度与对零售商的态度呈正相关。此外,感知到的广告相关性与对人工智能的态度呈正相关,这受到以下因素的调节:(1)消费者对与零售商在线共享数据相关风险的看法;(2)消费者对人工智能积极潜力的看法。令人惊讶的是,人工智能在PA中的公开使用并没有显著影响消费者对PA的态度。原创性/价值本文通过实证证明广告相关性驱动消费者对PA的态度,为技术支持服务的文献做出了贡献。本文进一步研究了两种偶然性:与数据相关的风险信念(即PA的来源)和对人工智能(即与PA相关的有些模糊的技术)有益的看法。研究议程阐明了指导未来零售业PA研究的核心议题。
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引用次数: 4
Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots 机器人角色理论:人-机器人服务交互的综合回顾,以推进社交机器人时代的角色理论
IF 10.6 2区 管理学 Q1 MANAGEMENT Pub Date : 2022-06-21 DOI: 10.1108/josm-09-2021-0345
Marah Blaurock, Martina Čaić, Mehmet Okan, Alexander P. Henkel

Purpose

Social robots increasingly adopt service roles in the marketplace. While service research is beginning to unravel the implications for theory and practice, other scientific disciplines have amassed a wealth of empirical data of robots assuming such service roles. The purpose of this paper is to synthesize these findings from a role theory perspective with the aim of advancing role theory for human–robot service interaction (HRSI).

Design/methodology/approach

A systematic review of more than 10,000 articles revealed 149 empirical HRSI-related papers across scientific disciplines. The respective articles are analyzed employing qualitative content analysis through the lens of role theory.

Findings

This review develops an organizing structure of the HRSI literature across disciplines, delineates implications for role theory development in the age of social robots, and advances robotic role theory by providing an overarching framework and corresponding propositions. Finally, this review introduces avenues for future research.

Originality/value

This study pioneers a comprehensive review of empirical HRSI literature across disciplines adopting the lens of role theory. The study structures the body of HRSI literature, adapts traditional and derives novel propositions for role theory (i.e. robotic role theory), and delineates promising future research opportunities.

社交机器人越来越多地在市场上扮演服务角色。当服务研究开始揭示理论和实践的含义时,其他科学学科已经积累了大量的机器人承担这种服务角色的经验数据。本文的目的是从角色理论的角度综合这些研究成果,旨在推进人机服务交互(HRSI)的角色理论。设计/方法/方法对1万多篇文章进行了系统回顾,发现了149篇与hrsi相关的实证论文,涉及各个学科。通过角色理论的视角,采用定性的内容分析对各自的文章进行分析。本综述建立了跨学科HRSI文献的组织结构,描述了社交机器人时代角色理论发展的含义,并通过提供一个总体框架和相应的命题来推进机器人角色理论。最后,对今后的研究方向进行了展望。原创性/价值本研究采用角色理论的视角,对跨学科的HRSI实证文献进行了全面的回顾。本研究构建了HRSI文献的主体,对角色理论(即机器人角色理论)的传统命题进行了改编和衍生,并描绘了未来有希望的研究机会。
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引用次数: 5
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Journal of Service Management
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