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Robots in Retail

In: Artificial Intelligence along the Customer Journey

Author

Listed:
  • Ada Maria Barone

    (Goldsmiths, University of London)

  • Emanuela Stagno

    (University of Sussex)

Abstract

This chapter describes service robots, the most advanced and forward-looking development in service contexts enabled by artificial intelligence. Thanks to their ability to socially interact with consumers, service robots can play a variety of roles across the customer journey, with significant impact on how consumers experience and interpret service encounters. In this chapter, we define and discuss the main characteristics of service robots and how these affect consumers’ perceptions and behaviours. We also detail how these technologies can be used for collaboration with humans, and how they affect the way consumers might respond to a service failure. We conclude this chapter by providing directions for future research and by summarising the opportunities offered by service robots along the customer journey.

Suggested Citation

  • Ada Maria Barone & Emanuela Stagno, 2023. "Robots in Retail," Springer Books, in: Artificial Intelligence along the Customer Journey, chapter 0, pages 71-86, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-48792-7_5
    DOI: 10.1007/978-3-031-48792-7_5
    as

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