000153200 001__ 153200 000153200 005__ 20251017144554.0 000153200 0247_ $$2doi$$a10.1080/02642069.2019.1672666 000153200 0248_ $$2sideral$$a116803 000153200 037__ $$aART-2020-116803 000153200 041__ $$aeng 000153200 100__ $$0(orcid)0000-0002-2291-1409$$aBelanche, D.$$uUniversidad de Zaragoza 000153200 245__ $$aService robot implementation: a theoretical framework and research agenda 000153200 260__ $$c2020 000153200 5060_ $$aAccess copy available to the general public$$fUnrestricted 000153200 5203_ $$aService robots and artificial intelligence promise to increase productivity and reduce costs, prompting substantial growth in sales of service robots and research dedicated to understanding their implications. Nevertheless, marketing research on this phenomenon is scarce. To establish some fundamental insights related to this research domain, the current article seeks to complement research on robots’ human-likeness with investigations of the factors that service managers must choose for the service robots implemented in their service setting. A three-part framework, comprised of robot design, customer features, and service encounter characteristics, specifies key factors within each category that need to be analyzed together to determine their optimal adaptation to different service components. Definitions and overlapping concepts are clarified, together with previous knowledge on each variable and research gaps that need to be solved. This framework and the final research questions provide a research agenda to guide scholars and help practitioners implement service robots successfully. 000153200 540__ $$9info:eu-repo/semantics/openAccess$$aby-nc-nd$$uhttps://creativecommons.org/licenses/by-nc-nd/4.0/deed.es 000153200 590__ $$a6.539$$b2020 000153200 591__ $$aNURSING$$b54 / 346 = 0.156$$c2020$$dQ1$$eT1 000153200 591__ $$aMANAGEMENT$$b54 / 225 = 0.24$$c2020$$dQ1$$eT1 000153200 592__ $$a1.177$$b2020 000153200 593__ $$aStrategy and Management$$c2020$$dQ1 000153200 593__ $$aManagement of Technology and Innovation$$c2020$$dQ1 000153200 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion 000153200 700__ $$0(orcid)0000-0002-9643-2814$$aCasaló, L. V.$$uUniversidad de Zaragoza 000153200 700__ $$0(orcid)0000-0001-7118-9013$$aFlavián, C.$$uUniversidad de Zaragoza 000153200 700__ $$aSchepers, J. 000153200 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados 000153200 773__ $$g40, 3-4 (2020), 203-225$$pServ. ind. j.$$tSERVICE INDUSTRIES JOURNAL$$x0264-2069 000153200 85641 $$uhttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85074029386&doi=10.1080%2f02642069.2019.1672666&partnerID=40&md5=8b74014209d66564e863b52071772b5f$$zTexto completo de la revista 000153200 8564_ $$s2717566$$uhttps://zaguan.unizar.es/record/153200/files/texto_completo.pdf$$yVersión publicada 000153200 8564_ $$s974682$$uhttps://zaguan.unizar.es/record/153200/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada 000153200 909CO $$ooai:zaguan.unizar.es:153200$$particulos$$pdriver 000153200 951__ $$a2025-10-17-14:12:30 000153200 980__ $$aARTICLE