153200 20251017144554.0 doi 10.1080/02642069.2019.1672666 sideral 116803 ART-2020-116803 eng Belanche, D. Universidad de Zaragoza (orcid)0000-0002-2291-1409 Service robot implementation: a theoretical framework and research agenda 2020 Access copy available to the general public Unrestricted Service 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. info:eu-repo/semantics/openAccess by-nc-nd https://creativecommons.org/licenses/by-nc-nd/4.0/deed.es 6.539 2020 NURSING 54 / 346 = 0.156 2020 Q1 T1 MANAGEMENT 54 / 225 = 0.24 2020 Q1 T1 1.177 2020 Strategy and Management 2020 Q1 Management of Technology and Innovation 2020 Q1 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Casaló, L. V. Universidad de Zaragoza (orcid)0000-0002-9643-2814 Flavián, C. Universidad de Zaragoza (orcid)0000-0001-7118-9013 Schepers, J. 4011 095 Universidad de Zaragoza Dpto. Direc.Mark.Inves.Mercad. Área Comerci.Investig.Mercados 40, 3-4 (2020), 203-225 Serv. ind. j. SERVICE INDUSTRIES JOURNAL 0264-2069 2717566 http://zaguan.unizar.es/record/153200/files/texto_completo.pdf Versión publicada 974682 http://zaguan.unizar.es/record/153200/files/texto_completo.jpg?subformat=icon icon Versión publicada https://www.scopus.com/inward/record.uri?eid=2-s2.0-85074029386&doi=10.1080%2f02642069.2019.1672666&partnerID=40&md5=8b74014209d66564e863b52071772b5f Texto completo de la revista oai:zaguan.unizar.es:153200 articulos driver 2025-10-17-14:12:30 ARTICLE