Working Papers

Service Robots Rising: How Humanoid Robots Influence Service Experiences and Food Consumption

Martin Mende, Maura L. Scott, Jenny van Doorn, Ilana Shanks, and Dhruv Grewal

Oct 18, 2017

Investigates whether humanoid service robots (HSRs) trigger discomfort and what the consequences might be for customers’ service experiences in six experimental studies, conducted in the context of restaurant services. Investigates the underlying process driving these effects and identifies boundary conditions.

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