Service robots, agency and embarrassing service encounters

Purpose Extant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first explore a context where robots are likely be preferred delivery mechanism over human frontline employees. Specifically, authors examine how customers respond in embarrassing encounters. Design/methodology/approach This employs mixed-method approach, whereby an in-depth qualitative (study 1) followed by two lab experiments (studies 2 and 3). Findings Results show that interactions with attenuated customers' anticipated embarrassment. Study 1 identifies number factors can reduce These include perception have reduced agency (e.g. not able make moral or social judgements) emotions feelings). tests base model shows people feel less embarrassed during encounter when interacting compared Finally, 3 confirms perceived agency, but emotion, fully mediates counterparty (employee vs robot) effects Practical implications Service add value reducing potential embarrassment because they than makes for at least some encounters certain medical contexts). Originality/value