A transdisciplinary review and framework of consumer interactions with embodied social robots: Design, delegate, and deploy

Social robots are gradually entering the organizational frontline, and research is beginning to unveil implications for consumer–firm interactions. While empirical studies on human–robot service interaction (HRSI) scarce in business literature, other scientific fields have generated an abundance of findings that can inform consumer successfully integrating embodied social consumer-facing services. In this light, a systematic literature review was conducted across fields, screening over 13,500 articles. Through thorough process, 199 service-relevant articles were identified. Emanating from these data, organizing meta-framework advanced (D3: design, delegate, deploy). Leveraging D3 framework, comprehensive overview several dimensions provided, key insights each framework dimension presented. Based overview, whether, how, when integrate practice future agenda developed.