The outbreak of Covid-19 precipitated the use of service robots in customer-facing services as a replacement for employees to avoid human-to-human contact. However, this development has not resolved the debate as to whether robots should be …
In recent years, in response to the effects of Covid-19, there has been an increase in the use of social robots in service organisations, as well as in the number of interactions between consumers and robots. However, it is not clear how consumers …