The adoption of social robots in service operations: A comprehensive review

• Published in: Technology in society 2024-03, Vol.76, p.102441, Article 102441
• Main Authors: Vishwakarma, Laxmi Pandit, Singh, Rajesh Kr, Mishra, Ruchi, Demirkol, Denizhan, Daim, Tugrul
• Format: Article
• Language: English
• Subjects: Bibliometric analysis; Service operations; Social robots; Social robots adoption framework; Systematic literature review
• ISSN: 0160-791X; 1879-3274
• DOI: 10.1016/j.techsoc.2023.102441

A bibliometric analysis has been conducted by utilizing keywords and metadata acquired from the SCOPUS database. Following that, we focused on the adoption of social robots in service operations by conducting a systematic literature review of 79 articles shortlisted from Scopus, Web of Science, EBSCO Business Source Complete, and Google Scholar databases. We propose a research framework using the extended Antecedents, Decisions, Outcomes, and Technological-Organizational-Environmental framework, along with the applications and challenges with the adoption and diffusion of social robots in service operations. We found that social robots have mostly been adopted in the travel, tourism, hotel, and hospitality industries. •The adoption of social robots is examined.•Bibliometric analysis has been conducted by utilizing keywords and metadata.•Adoption of social robots in service operations is the focus.•A systematic literature review of articles is conducted to develop a framework.•Adoption is mostly in the travel, tourism, hotel, and hospitality industries.