A szolgáltató robotok definiálása és alkalmazási lehetőségei az üzleti szervezetekben

Szisztematikus irodalmi áttekintés

Authors

DOI:

https://doi.org/10.14267/VEZTUD.2022.01.05

Keywords:

service robot, robot workforce, robot worker, Fourth Industrial Revolution, Industry 4.0

Abstract

Service robots are able to perform increasingly sophisticated tasks, both in terms of physical and cognitive activities. Demand for them is growing globally, well supported by projections that by 2025, 85 percent of consumer interactions will take place without human employees. The introduction of service robots is thus becoming more common in various industries. The aim of this article is to define service robots and to review their application possibilities, for which the authors conducted a systematic literature search. In this article, after the introduction, the authors present the method of literature research, then they define the concept of service robots by synthesizing the definitions found in the reviewed literature and summarize the jobs that could be filled by service robots and the tasks they can perform.

Downloads

Download data is not yet available.

Author Biographies

Bence Pistrui, Corvinus University of Budapest

PhD student

Vanda Harmat, Corvinus University of Budapest

Assistant Lecturer

References

Agárdi, I. (2018). A digitalizáció mint a kiskereskedelmi tevékenységet integráló tényező. Vezetéstudomány, 49(12), 50–57. https://doi.org/10.14267/veztud.2018.12.06

Belanche, D., Casaló, L. V., & Flavián, C. (2020). Frontline robots in tourism and hospitality: Service enhancement or cost reduction? Electronic Markets, 31, 477– 492. https://doi.org/10.1007/s12525-020-00432-5

Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J. (2020a). Service robot implementation: A theoretical framework and research agenda. The Service Industries Journal, 40(3–4), 203–225. https://doi.org/10.1080/02642069.2019.1672666

Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J. (2020b). Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success. Journal of Service Management, 31(2), 267–289. https://doi.org/10.1108/JOSM-05-2019-0156

Calderone, L. (2019) What are service robots? Robotics­ Tomorrow. https://www.roboticstomorrow.com/article/2019/02/what-are-service-robots/13161

Castillo, D., Canhoto, A. I., & Said, E. (2020). The dark side of AI-powered service interactions: Exploring the process of co-destruction from the customer perspective. The Service Industries Journal, 41(13-14), 1–26. https://doi.org/10.1080/02642069.2020.1787993

Cha, S. S. (2020). Customers’ intention to use robot-serviced restaurants in Korea: Relationship of coolness and MCI factors. International Journal of Contemporary Hospitality Management, 32(9), 2947–2968. https://doi.org/10.1108/IJCHM-01-2020-0046

Chiang, A.-H., & Trimi, S. (2020). Impacts of service robots on service quality. Service Business, 14(3), 439– 459. https://doi.org/10.1007/s11628-020-00423-8

Choi, Y., Oh, M. (Moon), Choi, M., & Kim, S. (Sam). (2020). Exploring the influence of culture on tourist experiences with robots in service delivery environment. Current Issues in Tourism, 24(5), 1–17. https://doi.org/10.1080/13683500.2020.1735318

Darling, K. (2012). Extending Legal Protection to Social Robots: The Effects of Anthropomorphism, Empathy, and Violent Behavior Towards Robotic Objects. We Robot Conference 2012, University of Miami. http://dx.doi.org/10.2139/ssrn.2044797

Demeter, K., & Losonci, D. (2020). Business and technological perspectives of Industry 4.0 A framework for thinking with case illustration. Vezetéstudomány, 51(5), 2–14. https://doi.org/10.14267/veztud.2020.05.01

Estolatan, E., Geuna, A., Guerzoni, M., & Massimiliano, N. (2018). Mapping the Evolution of the Robotics Industry: A cross country comparison. Department of Economics and Statistics Cognetti de Martiis. Working Papers 201812. University of Turin. https://munkschool.utoronto.ca/ipl/files/2018/07/robots-final-Jul11.pdf

Fink, A. (2005). Conducting Research Literature Reviews: From the Internet to Paper. Thousand Oaks: SAGE.

Foster, M. (2018). Aging Japan: Robots may have role in future of elder care. Reuters.

Frey, C. B., & Osborne, M. A. (2017). The future of employment: How susceptible are jobs to computerisation? Technological Forecasting and Social Change, 114, 254-280. https://doi.org/10.1016/j.techfore.2016.08.019

Gallagher, K. E., Kadokura, E., Eckert, L. O., Miyake, S., Mounier-Jack, S., Aldea, M., ... & Watson-Jones, D. (2016). Factors influencing completion of multi-dose vaccine schedules in adolescents: A systematic review. BMC Public Health, 16(1), 1-17. https://doi.org/10.1186/s12889-016-2845-z

Gartner. (2017). Hype Cycle for Emerging Technologies. https://www.gartner.com/en/documents/3885468/hype-cycle-for-emerging-technologies-2018

Haidegger, T., Barreto, M., Gonçalves, P., Habib, M., Ragavan, S., Li, H., Vaccarella, A., Perrone, R., & Prestes, E. (2013). Applied ontologies and standards for service robots. Robotics and Autonomous Systems, 61(11), 1215–1223, https://doi.org/10.1016/j.robot.2013.05.008

Halaweh, M. (2013). Emerging Technology: What is it? Journal of Technology Management Innovation, 8(3), (online). https://doi.org/10.4067/S0718-27242013000400010

Ho, T. H., Tojib, D., & Tsarenko, Y. (2020). Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident? International Journal of Hospitality Management, 87, 102501. https://doi.org/10.1016/j.ijhm.2020.102501

International Federation of Robotics (2016). Industrial Robots. https://ifr.org/img/office/Industrial_Robots_2016_Chapter_1_2.pdf

International Federation of Robotics (2016). Service robot, provisional definition of service robots. https://www.ifr.org/service-robots/

Ivanov, S.H., Webster, C. and Berezina, K. (2017). Adoption of robots and service automation by tourism and hospitality companies. Revista Turismo and Desenvolvimento, 27(28), 1501-1517.

Karabegović, I., Husak, E., & Predrag, D. (2019). The Role of Service Robots in Industry 4.0-– Smart Automation of Transport. Industry 4.0, 4(6), 290-292, https://stumejournals.com/journals/i4/2019/6/290

Kerr, K. (2014). Postmodern Cowboy: C. Wright Mills and a New 21st­Century Sociology, London: Routledge.

Kikuchi, T. (2018). Robot staff make Japan’s Hennna Hotels quirky and efficient.

Kuo, C.-M., Chen, L.-C., & Tseng, C.-Y. (2017). Investigating an innovative service with hospitality robots. International Journal of Contemporary Hospitality Management, 29(5), 1305–1321. https://doi.org/10.1108/IJCHM-08-2015-0414

Lechevalier S, Nishimura J, Storz C (2014) Diversity in patterns of industry evolution: how an intrapreneurial regime contributed to the emergence of the service robot industry. Research Policy 43(10):1716–1729 https://doi.org/10.1016/j.respol.2014.07.012

Lee, S. & Lee, D. (2019). Untact: a new customer service strategy in the digital age. Service Business, 13(1), 1–22, https://link.springer.com/article/10.1007/s11628-019-00408-2

Liao, Y., Deschamps, F., Loures, E. D. F. R., & Ramos, L. F. P. (2017). Past, present and future of Industry 4.0-a systematic literature review and research agenda proposal. International Journal of Production Research, 55(12), 3609-3629. https://doi.org/10.1080/00207543.2017.1308576

Losonci, D., Takács, O., & Demeter, K. (2019). Az Ipar 4.0 hatásainak nyomában – a magyarországi járműipar elemzése. Közgazdasági Szemle, 66(2), 185-218. http://dx.doi.org/10.18414/KSZ.2019.2.185

Lu, L., Cai, R., & Gursoy, D. (2019). Developing and validating a service robot integration willingness scale. International Journal of Hospitality Management, 80, 36–51. https://doi.org/10.1016/j.ijhm.2019.01.005

Lu, V. N., Wirtz, J., Kunz, W., Paluch, S., Gruber, T., Martins, A., & Patterson, P. (2020). Service robots, customers, and service employees: what can we learn from the academic literature and where are the gaps? Journal of Service Theory and Practice, 30(3), 361-391. https://doi.org/10.1108/JSTP-04-2019-0088

Marciniak, R., Móricz, P., & Baksa, M. (2020). Lépések a kognitív automatizáció felé. Vezetéstudomány, 51(6), 42-55. https://doi.org/10.14267/VEZTUD.2020.06.05

Matarić M (2017) Socially assistive robotics: human augmentation versus automation. Science Robotics, 2(4), 1–2. https://www.science.org/doi/10.1126/scirobotics.aam5410

Miller, D. (2016). Natural Language: The User Interface for the Fourth Industrial Revolution. San Francisco, CA: Opus Research Report.

Okoli, C., & Schabram, K. (2010). A guide to conducting a systematic literature review of information systems research. http://dx.doi.org/10.2139/ssrn.1954824

Paluch, S., Wirtz, J., & Kunz, W. H. (2019). Service Robots and the Future of Service. In Bruhn, M., Burmann, C., & Kirchgeorg, M. (Eds.), Marketing Weiterdenken – Zukunftspfade für eine marktorientierte Unternehmensführung (pp.423-435). Cham: Springer Gabler.

Reis, J., Melão, N., Salvadorinho, J., Soares, B., & Rosete, A. (2020). Service robots in the hospitality industry: The case of Henn-na hotel, Japan. Technology in Society, 63, 174–186. https://doi.org/10.1016/j.techsoc.2020.101423

Reiser, U., Connette, C., Fischer, J., Kubacki, J., Bubeck, A., Weisshardt, F., Jacobs, T., Parlitz, C., Hagele, M., & Verl, A. (2009). Care-O-bot® 3-creating a product vision for service robot applications by integrating design and technology. In IEEE/RSJ International Conference on Intelligent Robots and Systems in St. Louis, MO, 2009 (pp. 1992-1998). New Jersey: IEEE. https://doi.org/10.1109/IROS.2009.5354526

Rosete, A., Soares, B., Salvadorinho, J., Reis, J., & Amorim, M. (2020). Service Robots in the Hospitality Industry: An Exploratory Literature Review. In Nóvoa, H., Drăgoicea, M., & Kühl, N. (Eds.), Exploring Service Science. IESS 2020. Lecture Notes in Business Information Processing, vol 377. (pp. 174-186). Cham: Springer. https://doi.org/10.1007/978-3-030-38724-2_13

Rotolo, D., Hicks, D., & Martin, B. (2015). What is an Emerging Technology? Science Policy Research Unit 2015­06. Brighton: University of Sussex.

Schneider, C. (2017). 10 reasons why AI­powered, automated customer service is the future. https://www.ibm.com/blogs/watson/2017/10/10-reasons-aipowered-automated-customerservice-future/

Schwab, K. (2015). The Fourth Industrial Revolution: What It Means and How to Respond. Foreign Affairs. https://www.foreignaffairs.com/articles/2015-12-12/fourth-industrial-revolution

Seyitoğlu, F., & Ivanov, S. (2020a). A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots. International Journal of Hospitality Management, 91(July). https://doi.org/10.1016/j.ijhm.2020.102661

Seyitoğlu, F., & Ivanov, S. (2020b). Service robots as a tool for physical distancing in tourism. Current Issues in Tourism, 24(12), 1–4. https://doi.org/10.1080/13683500.2020.1774518

Seyitoğlu, F., & Ivanov, S. (2020c). Understanding the robotic restaurant experience: a multiple case study. Journal of Tourism Futures, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JTF-04-2020-0070

Shin, H. H., & Jeong, M. (2020). Guests’ perceptions of robot concierge and their adoption intentions. International Journal of Contemporary Hospitality Management, 32(8), 2613–2633. https://doi.org/10.1108/IJCHM-09-2019-0798

Singh, B., & Sellappan, N. (2013). Evolution of Industrial Robots and their Applications. International Journal of Emerging Technology and Advanced Engineering, 3(5), 763-768.

Struijk, B. (2011). Robots in human societies and industry. Technology, 10(1), 183-195.

Tung, V. W. S., & Law, R. (2017). The potential for tourism and hospitality experience research in human-robot interactions. International Journal of Contemporary Hospitality Management, 29(10), 2498–2513. https://doi.org/10.1108/IJCHM-09-2016-0520

Tussyadiah, I. (2020). A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism. Annals of Tourism Research, 81(February), 102883. https://doi.org/10.1016/j.annals.2020.102883

Tussyadiah, I. P., Zach, F. J., & Wang, J. (2020). Do travelers trust intelligent service robots? Annals of Tourism Research, 81(June), 102886. https://doi.org/10.1016/j.annals.2020.102886

van Pinxteren, M. M. E., Wetzels, R. W. H., Rüger, J., Pluymaekers, M., & Wetzels, M. (2019). Trust in humanoid robots: implications for services marketing. Journal of Services Marketing, 33(4), 507–518. https://doi.org/10.1108/JSM-01-2018-0045

Walsh, N. (2018). Next time you order room service, it may come by a robot. The New York Times.

Wirtz, J. (2020). Organizational Ambidexterity: Cost-Effective Service Excellence, Service Robots, and Artificial Intelligence. Organizational Dynamics, 49, 1–9. https://doi.org/10.1016/j.orgdyn.2019.04.005

Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018). Brave new world: service robots in the frontline. Journal of Service Management, 29(5), 907–931. https://doi.org/10.1108/JOSM-04-2018-0119

World Economic Forum (2018). Readiness for the Future of Production. http://www3.weforum.org/docs/FOP_Readiness_Report_2018.pdf

Xu, M., David, J. M., & Kim, S. H. (2018). The fourth industrial revolution: opportunities and challenges. International Journal of Financial Research, 9(2), 90-95. https://doi.org/10.5430/ijfr.v9n2p90

Xu, S., Stienmetz, J., & Ashton, M. (2020). How will service robots redefine leadership in hotel management? A Delphi approach. International Journal of Contemporary Hospitality Management, 32(6), 2217–2237. https://doi.org/10.1108/IJCHM-05-2019-0505

Yanhui, L. I. U., Guoqing, Z. H. U., Zhengqin, L. I. U., Xinyi, H. U., & Jiang, R. (2020). Tactile design of manipulator fingers based on fingertip/textile friction-induced vibration stimulations. Industria Textila, 71(1), 28–32. https://doi.org/10.35530/IT.071.01.1354

Zhong, L., Zhang, X., Rong, J., Chan, H. K., Xiao, J., & Kong, H. (2020). Construction and empirical research on acceptance model of service robots applied in hotel industry. Industrial Management and Data Systems, 121(6), 1325-1352 https://doi.org/10.1108/IMDS-11-2019-0603

Downloads

Published

2022-01-16

How to Cite

Pistrui, B., & Harmat, V. (2022). A szolgáltató robotok definiálása és alkalmazási lehetőségei az üzleti szervezetekben: Szisztematikus irodalmi áttekintés. Vezetéstudomány / Budapest Management Review, 53(1), 58–68. https://doi.org/10.14267/VEZTUD.2022.01.05

Issue

Section

Articles