The evolution is now : Service robots, behavioral bias and emotions
Book chapter
Letheren, Kate, Russell-Bennett, Rebekah, Whittaker, Lucas, Whyte, Stephen and Dulleck, Uwe. (2020). The evolution is now : Service robots, behavioral bias and emotions. In In Härtel, Charmine E. J., Zerbe, Wilfred J. and Ashkanasy, Neal M. (Ed.). Emotions and Service in the Digital Age pp. 27 Emerald Group Publishing Limited. https://doi.org/10.1108/S1746-979120200000016005
Authors | Letheren, Kate, Russell-Bennett, Rebekah, Whittaker, Lucas, Whyte, Stephen and Dulleck, Uwe |
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Editors | Härtel, Charmine E. J., Zerbe, Wilfred J. and Ashkanasy, Neal M. |
Abstract | Purpose: The purpose of this chapter is to conduct a critical literature review that examines the origins and development of research on service robots in organizations, as well as the key emotional and cognitive issues between service employees, customers, and robots. This review provides a foundation for Design/Methodology/Approach: A critical literature review that examines robotics, artificial intelligence, emotions, approach/avoid behavior, and cognitive biases is conducted. Findings: This research provides six key themes that emerge from the current state of research in the field of service robotics with 14 accompanying research questions forming the basis of a research agenda. The themes presented are as follows: Theme 1: Employees have a forgotten “dual role”; Theme 2: The Practical Implications: Practically, this research provides guidance for researchers and practitioners alike regarding the current state of research, gaps, and future directions. Importantly for practitioners, it sheds light on themes in the use of AI and robotics in services, highlighting opportunities to consider the dual role of the employee, examines how incorporating a service robot influences all levels of the organization, addresses motivational conflicts for employees and customers, explores how service robots influence the whole |
Keywords | robotics; robots; artificial intelligence; emotions; cognitive biases; service industries |
Page range | 27 |
48 | |
Year | 01 Jan 2020 |
Book title | Emotions and Service in the Digital Age |
Publisher | Emerald Group Publishing Limited |
Place of publication | United Kingdom |
Edition | 16 |
Series | Research on Emotion in Organization |
ISBN | 978-1-83909-260-2 |
ISSN | 1746-9791 |
Digital Object Identifier (DOI) | https://doi.org/10.1108/S1746-979120200000016005 |
Web address (URL) | https://www.emerald.com/insight/content/doi/10.1108/S1746-979120200000016005/full/html |
Open access | Published as non-open access |
Publisher's version | License All rights reserved File Access Level Controlled |
Output status | Published |
Publication dates | |
Online | 19 Oct 2020 |
Publication process dates | |
Deposited | 08 Oct 2024 |
Additional information | Copyright © 2020 Emerald Publishing Limited |
No part of this book may be reproduced, stored in a retrieval system, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without either the prior written permission of the publisher or a licence permitting restricted copying issued in the UK by The Copyright Licensing Agency and in the USA by The Copyright Clearance Center. Any opinions expressed in the chapters are those of |
https://acuresearchbank.acu.edu.au/item/90yz4/the-evolution-is-now-service-robots-behavioral-bias-and-emotions
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