Consumer Responses to Service Robots

This conceptual paper explores the potential role front line (FL) service robots play in the future. It provides a definition of FL robots and examines consumer perceptions, beliefs and behaviors related to FL robot-delivered services. Finally, it provides an overview of the ethical questions surrounding robot-delivered FL services.


Jochen Wirtz, Paul Patterson, Werner Kunz, Thorston Gruber, Vinh Lu, Stefanie Paluch, and Antje Martins (2018) ,"Consumer Responses to Service Robots ", in E - European Advances in Consumer Research Volume 11, eds. Maggie Geuens, Mario Pandelaere, and Michel Tuan Pham, Iris Vermeir, Duluth, MN : Association for Consumer Research, Pages: 219-219.


Jochen Wirtz, National University of Singapore, Singapore
Paul Patterson, University of New South Wales, Australia
Werner Kunz, University of Massachusetts Boston, USA
Thorston Gruber, Loughborough University, UK
Vinh Lu, Australian National University, Australia
Stefanie Paluch, RWTH Aachen University, Germany
Antje Martins, University of Queensland, Australia


E - European Advances in Consumer Research Volume 11 | 2018

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