Unintended consequences of service robots – Recent progress and future research directions

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research Pub Date : 2025-04-10 DOI:10.1016/j.jbusres.2025.115366

Nima Heirati , Valentina Pitardi , Jochen Wirtz , Chanaka Jayawardhena , Werner Kunz , Stefanie Paluch

引用次数: 0

Abstract

This editorial article provides a comprehensive review of the literature on the unintended consequences of service robots, examining past developments, current trends, and future directions. It begins by identifying six key themes in the field: (1) customers’ emotional responses, (2) customer misbehavior, (3) employee technostress, (4) privacy, ethics, and fairness concerns, (5) post-purchase behaviors and brand evaluations, and (6) negative aspects in business-to-business (B2B) contexts. We then relate the six articles featured in this special issue to these themes and detail the unique contributions of each. Finally, we outline the gaps in the literature and propose future research directions for each theme.

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服务机器人的意外后果--最新进展和未来研究方向

这篇社论文章提供了关于服务机器人的意外后果的文献的全面回顾，检查了过去的发展，当前的趋势和未来的方向。它首先确定了该领域的六个关键主题：(1)客户的情绪反应，(2)客户不当行为，(3)员工技术压力，(4)隐私，道德和公平问题，(5)购后行为和品牌评估，以及(6)企业对企业（B2B）环境中的消极方面。然后，我们将本期特刊的六篇文章与这些主题联系起来，并详细介绍每篇文章的独特贡献。最后，我们概述了文献中的空白，并提出了每个主题的未来研究方向。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Business Research BUSINESS-

CiteScore

20.30

自引率

10.60%

发文量

956

期刊介绍： The Journal of Business Research aims to publish research that is rigorous, relevant, and potentially impactful. It examines a wide variety of business decision contexts, processes, and activities, developing insights that are meaningful for theory, practice, and/or society at large. The research is intended to generate meaningful debates in academia and practice, that are thought provoking and have the potential to make a difference to conceptual thinking and/or practice. The Journal is published for a broad range of stakeholders, including scholars, researchers, executives, and policy makers. It aids the application of its research to practical situations and theoretical findings to the reality of the business world as well as to society. The Journal is abstracted and indexed in several databases, including Social Sciences Citation Index, ANBAR, Current Contents, Management Contents, Management Literature in Brief, PsycINFO, Information Service, RePEc, Academic Journal Guide, ABI/Inform, INSPEC, etc.