Despite decades of research on self-service technology (SST), there are still only limited numbers of studies conducted in emerging markets (Ostrom et al., 2010). In order to help close this surprising gap in the literature, two studies were conducted in an emerging Eastern European country: an...

Purpose – Robots are predicted to have a profound impact on the service sector. The emergenceof 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...