Author
Listed:
- Stock-Homburg, Ruth Maria
- Kegel, Mona Mareen
Abstract
Service robots are already being used in various roles, such as hotel receptionists, retail sales assistants, and guides at museums and airports. Their potential is vast and continues to expand. With the advent of large language models, robots that were once technically sophisticated machines are becoming highly intelligent. They can now answer any question and make product usage suggestions to customers. This has opened up completely new possibilities, especially in customer service. While the benefits of service robots are evident, these developments also pose risks and raise ethical concerns. In an effort to better understand the fragmented research field, the purpose of this scoping review is to synthesize the last two decades of research on ethical considerations in customer–robot interactions. We analyzed the existing literature from a substantive and theoretical perspective to provide an overview of key concepts/theories and to discuss strengths and weaknesses of the reviewed literature. In addition, we used network visualization to create a knowledge structure of the research field and highlight developments over time. Integrating the findings of more than 55 studies, we developed an overarching framework with five key pillars and highlighted the importance of ethical customer–robot service interactions. Finally, we identified avenues for future research.
Suggested Citation
Stock-Homburg, Ruth Maria & Kegel, Mona Mareen, 2025.
"Ethical Considerations in Customer–Robot Service Interactions: Scoping Review, Network Analysis, and Future Research Agenda,"
Publications of Darmstadt Technical University, Institute for Business Studies (BWL)
155788, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
Handle:
RePEc:dar:wpaper:155788
DOI: 10.1007/s12369-025-01239-0
Note: for complete metadata visit http://tubiblio.ulb.tu-darmstadt.de/155788/
Download full text from publisher
Corrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:dar:wpaper:155788. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
We have no bibliographic references for this item. You can help adding them by using this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dekanatssekretariat (email available below). General contact details of provider: https://edirc.repec.org/data/ivthdde.html .
Please note that corrections may take a couple of weeks to filter through
the various RePEc services.