{"id":"https://openalex.org/W4410153296","doi":"https://doi.org/10.4018/979-8-3373-3476-9.ch015","title":"Service Robots and Customer Experience","display_name":"Service Robots and Customer Experience","publication_year":2025,"publication_date":"2025-05-07","ids":{"openalex":"https://openalex.org/W4410153296","doi":"https://doi.org/10.4018/979-8-3373-3476-9.ch015"},"language":"en","primary_location":{"id":"doi:10.4018/979-8-3373-3476-9.ch015","doi":"https://doi.org/10.4018/979-8-3373-3476-9.ch015","is_oa":false,"landing_page_url":"https://doi.org/10.4018/979-8-3373-3476-9.ch015","pdf_url":null,"source":{"id":"https://openalex.org/S4210180746","display_name":"Advances in computational intelligence and robotics book series","issn_l":"2327-0411","issn":["2327-0411","2327-042X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Computational Intelligence and Robotics","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W4410153429","display_name":"AI Marketing and Ethical Considerations in Consumer Engagement"},"type":"book-chapter","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5058252396","display_name":"Anurag Tiruwa","orcid":"https://orcid.org/0000-0003-0365-0415","observed_orcids":["https://orcid.org/0000-0003-0365-0415"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Anurag Tiruwa","raw_affiliation_strings":["Institute of Information Technology and Management, Delhi, India"],"raw_orcid":"https://orcid.org/0000-0003-0365-0415","affiliations":[{"raw_affiliation_string":"Institute of Information Technology and Management, Delhi, India","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101928839","display_name":"Sakshi Kathuria","orcid":"https://orcid.org/0000-0002-4031-7358","observed_orcids":["https://orcid.org/0000-0002-4031-7358"]},"institutions":[{"id":"https://openalex.org/I4210105362","display_name":"Fortune Institute of International Business","ror":"https://ror.org/02a6g2089","country_code":"IN","type":"education","lineage":["https://openalex.org/I4210105362"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Sakshi Kathuria","raw_affiliation_strings":["Fortune Institute of International Business, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Fortune Institute of International Business, India","institution_ids":["https://openalex.org/I4210105362"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5111018114","display_name":"Shuchi Dikshit","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210105362","display_name":"Fortune Institute of International Business","ror":"https://ror.org/02a6g2089","country_code":"IN","type":"education","lineage":["https://openalex.org/I4210105362"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Shuchi Dikshit","raw_affiliation_strings":["Fortune Institute of International Business, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Fortune Institute of International Business, India","institution_ids":["https://openalex.org/I4210105362"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.915,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.79444295,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"307","last_page":"320"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10709","display_name":"Social Robot Interaction and HRI","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-robots","display_name":"service robots","score":1.0},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.9990000128746033},{"id":"https://openalex.org/keywords/human-robot-interaction","display_name":"human-robot interaction","score":0.9639999866485596},{"id":"https://openalex.org/keywords/customer-service-automation","display_name":"customer service automation","score":0.7379999756813049},{"id":"https://openalex.org/keywords/hospitality","display_name":"hospitality","score":0.5619999766349792},{"id":"https://openalex.org/keywords/retail-trade","display_name":"retail trade","score":0.9919999837875366},{"id":"https://openalex.org/keywords/health-care","display_name":"health care","score":0.6940000057220459},{"id":"https://openalex.org/keywords/technology-adoption","display_name":"technology adoption","score":0.46000000834465027},{"id":"https://openalex.org/keywords/barriers-to-adoption","display_name":"barriers to adoption","score":0.7850000262260437},{"id":"https://openalex.org/keywords/privacy-concerns","display_name":"privacy concerns","score":0.8399999737739563},{"id":"https://openalex.org/keywords/social-acceptance","display_name":"social acceptance","score":0.9639999866485596},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9670000076293945}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5314468741416931},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5211836695671082},{"id":"https://openalex.org/C90509273","wikidata":"https://www.wikidata.org/wiki/Q11012","display_name":"Robot","level":2,"score":0.48442938923835754},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3811797499656677},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3675265312194824},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.24098250269889832},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.1148785650730133}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.4018/979-8-3373-3476-9.ch015","doi":"https://doi.org/10.4018/979-8-3373-3476-9.ch015","is_oa":false,"landing_page_url":"https://doi.org/10.4018/979-8-3373-3476-9.ch015","pdf_url":null,"source":{"id":"https://openalex.org/S4210180746","display_name":"Advances in computational intelligence and robotics book series","issn_l":"2327-0411","issn":["2327-0411","2327-042X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Computational Intelligence and Robotics","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":49,"referenced_works":["https://openalex.org/W158044045","https://openalex.org/W1529060346","https://openalex.org/W1654255044","https://openalex.org/W1689771227","https://openalex.org/W1791587663","https://openalex.org/W2098579733","https://openalex.org/W2123950369","https://openalex.org/W2139912445","https://openalex.org/W2144336601","https://openalex.org/W2422895071","https://openalex.org/W2558287871","https://openalex.org/W2599446660","https://openalex.org/W2779762830","https://openalex.org/W2786832304","https://openalex.org/W2792467893","https://openalex.org/W2805041655","https://openalex.org/W2894528744","https://openalex.org/W2913916101","https://openalex.org/W2937614964","https://openalex.org/W2947308709","https://openalex.org/W2959323350","https://openalex.org/W2977737142","https://openalex.org/W2978077952","https://openalex.org/W2986485804","https://openalex.org/W3002137173","https://openalex.org/W3006623810","https://openalex.org/W3013144904","https://openalex.org/W3033311877","https://openalex.org/W3034229024","https://openalex.org/W3048672457","https://openalex.org/W3080186923","https://openalex.org/W3124712769","https://openalex.org/W3132966299","https://openalex.org/W3133943625","https://openalex.org/W3155300077","https://openalex.org/W3170612876","https://openalex.org/W3199674596","https://openalex.org/W3207663552","https://openalex.org/W3210334949","https://openalex.org/W3217492654","https://openalex.org/W4205495971","https://openalex.org/W4224270712","https://openalex.org/W4226345293","https://openalex.org/W4229456536","https://openalex.org/W4290461747","https://openalex.org/W4292411668","https://openalex.org/W4388854059","https://openalex.org/W4399655589","https://openalex.org/W4403808446"],"related_works":["https://openalex.org/W4400721554","https://openalex.org/W3202651450","https://openalex.org/W7220549769","https://openalex.org/W7215837593","https://openalex.org/W7140315686","https://openalex.org/W4410966223","https://openalex.org/W3003753339","https://openalex.org/W7140179105","https://openalex.org/W4407758112","https://openalex.org/W4403502849"],"abstract_inverted_index":{"Service":[0],"robots":[1,33,58],"are":[2],"increasingly":[3],"transforming":[4],"customer":[5,48,116],"service":[6,32,57,124],"by":[7,12],"automating":[8],"tasks":[9],"traditionally":[10],"performed":[11],"human":[13,21],"employees,":[14],"creating":[15],"a":[16],"hybrid":[17],"of":[18,31,122],"technological":[19],"and":[20,41,63,77,106,118],"interaction":[22],"across":[23],"various":[24],"industries.":[25],"This":[26,91],"chapter":[27],"examines":[28],"the":[29,95,119],"integration":[30],"into":[34],"sectors":[35],"such":[36,71,111],"as":[37,72,112],"hospitality,":[38],"retail,":[39],"healthcare,":[40],"finance,":[42],"focusing":[43],"on":[44,47,98,115],"their":[45],"impact":[46],"experience":[49],"(CX)The":[50],"findings":[51],"highlight":[52],"that":[53],"motivations":[54],"for":[55,104],"adopting":[56],"include":[59],"productivity":[60],"gains,":[61],"novelty,":[62],"convenience":[64],"(Ivanov":[65],"&":[66,128],"Webster,":[67],"2019),":[68],"while":[69],"barriers":[70],"high":[73],"costs,":[74],"privacy":[75],"concerns,":[76],"limited":[78],"social":[79],"acceptance":[80],"remain":[81],"significant":[82],"(Bartneck":[83],"et":[84,88,132],"al.,":[85,89,133],"2020;":[86],"Gursoy":[87],"2019).":[90],"study":[92],"contributes":[93],"to":[94],"growing":[96],"discourse":[97],"human-robot":[99],"interaction,":[100],"offering":[101],"practical":[102],"insights":[103],"organizations":[105],"suggesting":[107],"future":[108],"research":[109],"directions,":[110],"longitudinal":[113],"studies":[114],"loyalty":[117],"ethical":[120],"implications":[121],"widespread":[123],"robot":[125],"deployment":[126],"(Huang":[127],"Rust,":[129],"2021;":[130],"Belanche":[131],"2021a).":[134]},"counts_by_year":[{"year":2026,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2025-05-08T00:00:00"}
