Purpose: The purpose of this paper is to explore what drives customer acceptance of frontline service robots (FSR), as a result of their interaction experiences with FSR in the context of retail banking services. Design/methodology/approach: Applications of the unified theory of acceptance and...

Purpose: The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial...

Purpose – Nurses in hospital settings are a primary contact point and the way their behaviors are perceived by patients is a critical determinant of overall patient satisfaction. The purpose of this paper is to empirically test and extend knowledge of the determinants of customer‐oriented...

Purpose – The purpose of this paper is to explore situational influences on customers' actual choice between self‐service and personal service and to examine the impact of past experiences on self‐service technology (SST) attitudes and behavior. Design/methodology/approach – A...