Service robot technologies as social actors: a systematic review

Purpose Given the fast growth in automation technologies, it is crucial to understand the attributes influencing successful interactions between humans and robots. This study aims to explore service robotic technologies from a social actor’s perspective and examine the role of service robots in the service industry. Design/methodology/approach Applying stakeholder theory and Computers are Social Actors paradigm, this study conducted a systematic review of relationships between humans and robots in the hospitality and tourism field by reviewing and analyzing the extant research literature. Findings The findings indicate that robotic technologies play a variety of functions as social actors, not just as practical instruments in the hospitality and tourism industry. Moreover, robots present both benefits and challenges to organizations and their customers, which proposes the need for a wide range of research on the application of robotic technology. Originality/value This study provides valuable insights into human−robot interactions, facilitating a deeper understanding and enhancing the impact of collaboration on service delivery systems. In addition, the study offers a unique perspective on service robots as social players. It is suggested that this particular aspect be further discussed by academics in future studies.