Exploring the attitudes of frontline employees towards humanoid service robots in a retailing context Vrije Universiteit Brussel
Humanoid service robots (HSRs) are drastically changing the servicescape, as they are capable of executing tasks previously only performed by frontline employees (FLEs). Currently, service providers shift from mainly relying on FLEs to including HSRs within the existing workforce. Rather than replacing the human workforce, HSRs have the capability of augmenting the work of FLEs. Yet, relatively little attention has been paid to FLEs’ attitudes ...