Draft:Retail service robot
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Comment: Please see WP:REFB for advice on correct referencing using the preferred dynamic method of inline citations and footnotes. DoubleGrazing (talk) 08:57, 28 December 2023 (UTC)
Retail service robot (RSR) refers to a robot with AI that uses big-data knowledge from consumer behavior databases to provide useful and smart in-store customer service [1]. The term "Retail Service Robot" was first introduced in 2017 [1] and was described as in-store customer service robots with AI to help customers navigate a store, find products and information, and complete purchase transactions [1]. In particular, retail service robots possess a high degree of autonomy or are without any human control in the retail and service sectors, with advanced intelligence, AI functionality, social capability, and modern and attractive appearance [2, 3, 4]. The field of retail service robots is a growing discipline in business research and technology application [3, 6]. With the advancements in AI and robotics, retail service robots are designed to create a comfortable shopping experience, provide accurate product information and recommendations, entertain customers, collaborate with in-store human staff, update real-time inventory information, and engage customers in friendly interactions. In a high-tech retail setting, such as in robot-operated stores, AI smartphone-operated stores, and interactive virtual stores, retailers encounter customers’ resistance to a new robot technology that inhibits their interaction with it [1, 2, 6].
Definition[edit]
Retail service robot (RSR) refers to "a robot with AI that uses big-data knowledge from consumer behavior databases to provide useful and smart in-store customer service" [1]. With the advancements in AI and robotics, retail service robots are designed to "create a comfortable shopping experience, provide accurate product information and recommendations, entertain customers, collaborate with in-store human staff, update real-time inventory information, and engage customers in friendly interactions" [1, 2]
History[edit]
While the early mentions of the concept of service robots existed, it was Song (2017) who clearly defined "Retail Service Robots" in modern retailing terms [1]. The term "Retail Service Robot" was first introduced and defined in Christina Soyoung Song's doctoral dissertation at the University of Tennessee, Knoxville, which was presented in 2017 [1, 2]. With the advancements in AI and robotics, retail service robots are designed to create a comfortable shopping experience, provide accurate product information and recommendations, entertain customers, collaborate with in-store human staff, update real-time inventory information, and engage customers in friendly interactions [1, 3, 4].
References[edit]
1. Song, S. Y. (2017). Modeling the consumer acceptance of retail service robots. (Doctorial Doctoral dissertation), University of Tennessee, Knoxville, Retrieved from https://trace.tennessee.edu/utk_graddiss/4655 Available from ProQuest Dissertations Publishing Trace, Tennessee Research and Creative Exchange database.
2. Song, C. S., & Kim, Y.-K. (2022). The role of the human-robot interaction in consumers’ acceptance of humanoid retail service robots. Journal of Business Research, 146, 489-503. doi:https://doi.org/10.1016/j.jbusres.2022.03.087
3. Chang, W., & Kim, K. (2022). Appropriate service robots in exchange and communal relationships. Journal of Business Research, 141, 462-474.
4. Choi, S., Mattila, A. S., & Bolton, L. E. (2020). To err is human(-oid): How do consumers react to robot service failure and recovery? Journal of Service Research, 24(3), 354-371.
5. Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I. (2019). Service robots rising: How humanoid robots influence service experiences and elicit compensatory consumer responses. Journal of Marketing Research, 56(4), 535-556.
6. Niemelä, M., Heikkilä, P., Lammi, H., & Oksman, V. (2019). A social robot in a shopping mall: Studies on acceptance and stakeholder expectations. In O. Korn (Ed.), Social robots: Technological, societal and ethical aspects of human-robot interaction (pp. 119-144). Springer.