![]() Nao and Pepper) are used in hospitality to provide information and room service (e.g. Jaime, ANZ bank's digital assistant Bornet et al., 2021) and medical advice to patients ( Čaić et al., 2019 Yoon and Lee, 2018), and embodied service robots (e.g. For example, chatbots and virtual assistants provide banking services (e.g. ![]() Service robots powered by artificial intelligence (AI) are increasingly common and are expected to replace or complement human service providers in numerous industries ( McLeay et al., 2021 Wirtz et al., 2018 Xiao and Kumar, 2021 Yoganathan et al., 2021). The full terms of this licence may be seen at Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Copyright © 2021, Valentina Pitardi, Jochen Wirtz, Stefanie Paluch and Werner H.
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