Purpose: Robots are predicted to have a profound impact on the service sector. The emergence of robots has attracted increasing interest from business scholars and practitioners alike. In this article, we undertake a systematic review of the business literature about the impact of service robots on customers and employees with the objective of guiding future research. Design/methodology/approach: We analyzed the literature on service robots as they relate to customers and employees in business journals listed in the Financial Times top 50 journals plus all journals covered in the cross-disciplinary SERVSIG literature alerts. Findings: The analysis of the identified studies yielded multiple observations about the impact of service robots on customers (e.g. overarching frameworks on acceptance and usage of service robots; characteristics of service robots and anthropomorphism; and potential for enhanced and deteriorated service experiences) and service employees (e.g. employee benefits such as reduced routine work, enhanced productivity and job satisfaction; potential negative consequences such as loss of autonomy and a range of negative psychological outcomes; opportunities for human–robot collaboration; job insecurity; and robot-related up-skilling and development requirements). We also conclude that current research on service robots is fragmented, is largely conceptual in nature and focused on the initial adoption stage. We feel that more research is needed to build an overarching theory. In addition, more empirical research is needed, especially on the long(er)-term usage service robots on actual behaviors, the well-being and potential downsides and (ethical) risks for customers and service employees. Research limitations/implications: Our review focused on the business and service literature. Future work may want to include additional literature streams, including those in computer science, engineering and information systems. Originality/value: This article is the first to synthesize the business and service literature on the impact of service robots on customers and employees.

中文翻译：

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服务机器人，客户和服务员工：我们可以从学术文献中学到什么？差距在哪里？

目的：机器人有望对服务业产生深远影响。机器人的出现引起了商业学者和从业者越来越多的兴趣。在本文中，我们将对有关服务机器人对客户和员工的影响的商业文献进行系统的回顾，以指导未来的研究。设计/方法/方法：我们分析了服务机器人的相关文献，这些文献涉及《金融时报》前50种期刊以及SERVSIG跨学科文献警示中涵盖的所有期刊中与客户和员工相关的事物。调查结果：对已确定研究的分析得出了关于服务机器人对客户影响的多种观察结果（例如，服务机器人接受和使用的总体框架；服务机器人的特征和拟人化；以及改善和恶化服务体验的潜力）和服务员工（例如，减少日常工作，提高生产力和工作满意度等员工福利；潜在的负面后果，例如丧失自主权和一系列负面的心理结果；人机协作的机会；工作不安全；以及与机器人相关的技能和发展要求）。我们还得出结论，当前对服务机器人的研究是分散的，本质上在很大程度上是概念性的，并且侧重于初始采用阶段。我们认为，需要更多的研究来构建总体理论。此外，还需要进行更多的实证研究，尤其是对于长期使用服务的机器人，它们会针对实际行为，客户和服务员工的福利和潜在的弊端以及（道德）风险。研究局限性/含义：我们的审查重点是商业和服务文献。未来的工作可能希望包括其他文献流，包括计算机科学，工程和信息系统中的文献流。原创性/价值：本文是第一篇关于服务机器人对客户和员工的影响的业务和服务文献的综合报告。