The Psychological and Behavioral Impact of the Use of Service Robots on Customers based on the S-O-R Theory Perspective

Abstract

This paper focuses on the impact of service robots on customer psychology and behavior, systematically reviews the current service marketing research literature that focuses on service robots. This paper first compares the characteristics of service robots with those of human employees, and then presents the salient features of service robots in the provision of services. Finally, the paper discusses what can be further researched in the field of service robotics in the context of future artificial intelligence, complementing the existing research framework and suggesting new ideas for the study of artificial intelligence services.