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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 intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers.

This paper uses a conceptual approach that is rooted in the service, robotics and AI literature.

The contribution of this paper is threefold. First, it provides a definition of service robots, describes their key attributes, contrasts their features and capabilities with those of frontline employees, and provides an understanding for which types of service tasks robots will dominate and where humans will dominate. Second, this paper examines consumer perceptions, beliefs and behaviors as related to service robots, and advances the service robot acceptance model. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level.

This paper helps service organizations and their management, service robot innovators, programmers and developers, and policymakers better understand the implications of a ubiquitous deployment of service robots.

This is the first conceptual paper that systematically examines key dimensions of robot-delivered frontline service and explores how these will differ in the future.

White maize-based porridge is a staple food for about 80 per cent consumers in South Africa and in other sub-Saharan African countries contributing significantly to the diet of rural population in developing countries. White maize is deficient in some amino acids and over-dependency on its porridge may lead to high prevalence of malnutrition-related health conditions. Moringa oleifera (MO) and termite (Macrotermes falciger) are known to contain substantial amount of protein. The purpose of this study was to determine the effect of powders from MO leaves and termite on the nutritional and sensory properties of instant maize porridge.

Inclusion of MO and termite powder in instant maize porridge, using different treatments were considered using a completely randomised design. Factor levels were control (maize flour) cooked, blanched and uncooked MO samples. Data were analysed using SPSS version 23.

Protein content of fortified instant maize porridge (FMP) significantly increased from 10.0 to 21.2 per cent compared to unfortified porridge, and this could be attributed to the substitution effect, as fresh uncooked MO leaves are reported to be high in protein. Mineral content of FMP was higher in zinc, iron, calcium and magnesium. Calcium values of FMP were higher (276.8 mg/100 g) compared to unfortified porridge (7.1 mg/100 g). Upon the addition of MO leaves and termite powder, the zinc content increased from 3.4 mg/100to 7.6 mg/100 g. Higher iron values (27.9-36.9 mg/100 g) were observed among fortified samples. The sensory result showed that control sample had higher acceptance than the fortified samples (p = 0.02). Sensory analysis showed that among fortified porridges, blanched sample was rated high for colour and texture, cooked sample was higher in taste and uncooked sample was higher for aroma. Control sample had higher acceptance than fortified porridges for taste. The results of this study showed that the addition of MO leaves and termite powder to instant maize porridge has led to a substantial increase in the nutritional value of FMP.

This study was carried out to develop instant maize porridge fortified with MO leaves and termite powder suitable for infants, pregnant mothers and other maize consumers. The author aimed at improving the nutritional content of instant maize porridge by combining it with MO leaves and termite powders. The results showed that the addition of MO leaves and termite powders to instant maize porridge has led to a substantial increase in the nutritional value of FMP. Therefore, powder from MO leaves and termites could be used in complementary foods to increase protein and mineral contents.