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Robots are predicted to have a profound impact on the service sector. The emergence of 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 robots on customers and employees with the objective of guiding future research.

We analyzed the literature on service robots as they relate to customers and employees in business journals listed in the Financial Times top 50 journals plus all journals covered in the cross-disciplinary SERVSIG literature alerts.

The analysis of the identified studies yielded multiple observations about the impact of service robots on customers (e.g. overarching frameworks on acceptance and usage of service robots; characteristics of service robots and anthropomorphism; and potential for enhanced and deteriorated service experiences) and service employees (e.g. employee benefits such as reduced routine work, enhanced productivity and job satisfaction; potential negative consequences such as loss of autonomy and a range of negative psychological outcomes; opportunities for human–robot collaboration; job insecurity; and robot-related up-skilling and development requirements). We also conclude that current research on service robots is fragmented, is largely conceptual in nature and focused on the initial adoption stage. We feel that more research is needed to build an overarching theory. In addition, more empirical research is needed, especially on the long(er)-term usage service robots on actual behaviors, the well-being and potential downsides and (ethical) risks for customers and service employees.

Our review focused on the business and service literature. Future work may want to include additional literature streams, including those in computer science, engineering and information systems.

This article is the first to synthesize the business and service literature on the impact of service robots on customers and employees.

Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their organizational service climate.

Data are collected from a sample of 549 service employees in local and foreign-owned service firms in the emerging market of Vietnam. Structural equation modeling is used to test the hypothesized relationships.

Leadership commitment to service quality, internal processes and service standards, work facilitation resources and service-oriented human resource practices are positively associated with service climate. Internal customer service mediates the effects of these variables on service climate, with the exception of work facilitation resources. Furthermore, competitive intensity negatively moderates the impact of the internal drivers on service climate. The results also suggest that, depending on the ownership types (local vs foreign firms), the influences of the internal drivers of service climate might differ.

Despite the recognition of the role of organizational resources in fostering service climate, the integration and processes by which such resources influence service climate have not been fully examined. In particular, little is known about the external factors facilitating or hindering service climate, especially from an emerging market perspective. By examining both internal and external drivers of service climate under different ownership types, this paper enriches the existing knowledge on service climate and provides important implications for service firms operating in emerging markets.

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.

Although international product-harm crises have become more common, the influence of the country image (CI) associated with foreign goods in such crises remains under researched. This study aims to investigate the extent to which the CI of a foreign made product influences consumers’ attribution of blame and trust and, ultimately, their future purchase intentions after the product is involved in a crisis.

A 2 (country) × 3 (crisis type) quasi experimental design was used, with data collected from Australia (n = 375) and China (n = 401).

CI can influence attribution of blame, subsequent levels of trust and likely purchase intentions. Australian and Chinese consumers have different views when it comes to trusting a company or placing blame, depending on the country of origin or the type of crisis. The direct and positive effect of CI on consumer purchase intentions following a product-harm crisis is sequentially mediated by attribution of blame and trust. Trust is the most powerful influence on future purchase intentions in both samples.

In this research, only one type of crisis response strategy (no comment) was used. Thus, the results of this study must be viewed with caution when considering outcomes relating to other response options. Additionally, the testing was limited to only two samples, focussing on three countries (England, China, Vietnam), and one product context using a hypothetical brand. Further, despite our reasonable sample size (N = 776), the number of respondents represented in each cell would still be considered a limitation overall.

When developing crisis response strategies, managers should take into account the influence of a positive/negative source CI in driving attribution and trust. To minimize the impact of crisis on future purchasing decisions, organizations can leverage positive biases and mitigate negative ones, aiming to maintain or restore trust as a priority.

The study provides cross-country understanding about the significant role of CI during a product-harm crisis in relation to subsequent consumers’ blame attribution, their trust in the focal organization and ultimately their future purchase intentions.

This study seeks to examine the empirical link in export market ventures of the relationship between the internet (when it is used for communication, networking, market research, sales, image enhancement, cost reduction and competitive advantage purposes) and export marketing performance.

Data were gathered via a self‐administered mail survey of Australian exporters. The sample consisted of 133 Australian firms coming from a wide cross‐section of industries.

The findings indicate that, when the internet was used to achieve a competitive advantage for the firm and reduce the costs associated in doing international business, these uses of the internet were significant in discriminating between high and low export marketing performance. Furthermore, the international experience of the export venture's management was a significant factor in discriminating between high and low export marketing performance.

From a methodological perspective, a potential concern may be that the measures are all self‐reported. Consequently, the relationships tested may be susceptible to the influence of common method variance. Evidence has been provided that, when the internet is used for cost reduction purposes and as a competitive weapon, this will have a positive impact on export marketing performance.

A major contribution of this study is that it re‐validates measures for the different uses of the internet, namely, communication, networking, market research, sales, image enhancement, cost reduction and competitive advantage.

The consolidation behavior of prefabricated vertical drain (PVD)-installed soft deposits mainly depends on the PVD performance. The purpose of this study is to propose a numerical solution for the consolidation of PVD-installed soft soil using the large-strain theory, in which the reduction of discharge capacity of PVD according to depth and time is simultaneously considered.

The proposed solution also takes into account the general constitute relationship of soft soil. Subsequently, the proposed solution is applied to analyze and compare with the monitoring data of two cases, one is the experimental test and another is the test embankment in Saga airport.

The results show that the reduction of PVD discharge capacity according to depth and time increased the duration required to achieve a certain degree of consolidation. The consolidation rate is more sensitive to the reduction of PVD discharge capacity according to time than that according to the depth. The effects of the reduction of PVD discharge capacity according to depth are more evident when PVD discharge capacity decreases. The predicted results using the proposed numerical solution were validated well with the monitoring data for both cases in verification.

In this study, the variation of PVD discharge capacity is only considered in one-dimensional consolidation. However, it is challenging to implement a general expression for discharge capacity variation according to time in the two-dimensional numerical solution (two-dimensional plane strain model). This is the motivation for further study.

A geotechnical engineer could use the proposed numerical solution to predict the consolidation behavior of the drainage-improved soft deposit considering the PVD discharge capacity variation.

The large-strain consolidation of PVD-installed soft deposits could be predicted well by using the proposed numerical solution considering the PVD discharge capacity variations according to depth and time.

This study aims to investigate the association between corporate governance (CG) and the corporate social responsibility (CSR) information disclosure as well as the moderating role of state-ownership between CG and CSR disclosure.

To examine the relationship between CG and CSR disclosure, this study used the feasible general least squares and generalized method of moments method on a sample of 165 non-financial quoted companies over the 2015–2018 period, which account for about three-fourths of the Vietnamese stock exchange.

The findings suggest that enterprises with smaller board size consisting mainly of independent directors have a higher CSR disclosure level. Moreover, when the chief executive officer is concurrently the chairman of the board, the level of CSR disclosure falls. Additionally, the moderating role of state ownership enhances CSR disclosure.

The empirical results of this study form a solid foundation for policymakers and other stakeholders’ decisions in investing or establishing policies.

This study provides empirical evidence on the relationship between CG and CSR disclosure in Vietnam – a developing country with no legal requirement on CSR disclosure. Moreover, this study emphasizes the moderating role of state ownership between CG and CSR disclosure, which clarifies the role of state ownership in establishing CG mechanisms.

This paper seeks to revisit the interrelationship among tourists’ perceived value of the destination, tourist satisfaction and destination loyalty in the heritage tourism site of Hoi An. In addition, the moderating role of tourists’ perceived crowding, which has become remarkably common at the site, in such a triangle relationship will also be explored. In other words, this study aims to validate an extended model of perceived value – tourist satisfaction – destination loyalty – perceived crowding.

The study collects data from 403 tourists who visited Hoi An during peak season through an online questionnaire. The data were later analysed using AMOS and Warp partial least squares.

The results validate the significant and positive correlation among perceived value, customer satisfaction and destination loyalty. Also, perceived crowding was confirmed to affect the relationship among these three variables negatively. In terms of academic contributions, this paper empirically proved that low levels of tourist satisfaction and destination loyalty among tourists who highly value their visiting experience at World Heritage Sites (WHS) can be caused by perceived crowding.

So far, current literature has investigated the direct (either positive or negative) relationship between perceived crowding and post-visit behaviours of tourists (Nie et al., 2022; Papadopoulou, Ribeiro, & Prayag, 2023; Stemmer, Gjerald, & Øgaard, 2022). Broadening this area of research, the authors of this paper used the social interference theory and the stimulus-overload theory to explain the low level of tourist satisfaction and destination loyalty among tourists who highly value their visiting experience at WHS.