Emotional communication by service robots: a research agenda

Purpose Many service industries are facing severe labor shortages. As a result, providers turning to new sources of labor, such as robots. Critics however often point out that robots lack emotional communication capabilities without which they cannot be expected truly replace human employees and fill the emerging market gaps. Here, research agenda for investigation role by its effects on customers their experience laid out. This paper aims propose in this area will further understanding how can add value frontlines, engage customers, increasingly ultimately help overcome pressing Design/methodology/approach A structured around three-step process (i.e. read, decide express) four strategies crucial interactions mimicking, alleviating, infusing preventing) conceptualized. Findings Three contributions made. First, importance during is highlighted. Second, interdisciplinary priorities opportunities field mapped Third, theoretical structure connect findings future studies provided. Originality/value Service investigating implications scarce. guide exploration crucial, yet underresearched component customer-robot