Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

Purpose Robots are predicted to have a profound impact on the service sector. The emergence of robots has attracted increasing interest from business scholars and practitioners alike. In this article, we undertake a systematic review of the business literature about the impact of service robots on customers and employees with the objective of guiding future research. Design/methodology/approach We analyzed the literature on service robots as...