Humanlike service robots: A systematic literature review and research agenda
系统回顾118篇同行评审论文，构建了类人服务机器人影响消费者行为的框架，识别了交互前因、消费者处理因素、交互结果及强化/削弱因素，并提出了未来研究议程。
Abstract Humanlike robots are increasingly employed to provide frontline services. They are frequently designed with stereotypically feminine or masculine humanlike features which affect or bias consumer behavior in service encounters. This systematic review of 118 peer‐reviewed journal papers aims to comprehensively capture the current status of the field and identify important research gaps requiring further investigation. Following Preferred Reporting Items for Systematic Reviews and Meta‐Analyses protocol, a comprehensive framework is developed to conceptualize the process of customer interactions with humanlike service robots, depicting how humanlike service robots influence consumer behavior. Specifically, we identify interaction antecedents, consumer processing factors, outcomes of the interactions, and strengthening/attenuating factors. Based on the framework, the review concludes by identifying issues that future research should seek to solve to contribute to the field. This paper provides a deep understanding of service robot anthropomorphism in marketing and consumer research and proposes a future research agenda to advance knowledge of the field.