Human enhancement technology (HET) is advancing a host of industries, yet it remains limited in its retail, sales, and service applications. Soon, however, these technologies appear likely to have notable impacts on customer experiences. To address their potential influences on customer–employee interactions and the customer experience, this article leverages insights about the human–robot continuum to predict that a mid-range approach may be realistic for retail, sales, and service encounters (cf. pure robot range), at least in the near term. Furthermore, the authors detail the likelihood of both beneficial (elevated warmth and competence) and detrimental (dehumanization) mediating effects of HET on customer experiences. They also propose four moderators: information about the HET, gain/loss frames, persuasion ability, and strategic fit between HET and firm orientations. These insights suggest various implications and research directions pertaining to HET, as well as ways that these technologies might be used effectively in different industries.

人类增强技术（HET）正在推动许多行业发展，但在零售，销售和服务应用方面仍然受到限制。但是，很快，这些技术可能会对客户体验产生显着影响。为了解决他们对客户与员工互动和客户体验的潜在影响，本文利用有关人机连续性的见解来预测，对于零售，销售和服务遇到的问题，中端方法可能是现实的（参见纯机器人范围） ），至少在短期内如此。此外，作者详细介绍了HET对客户体验的有益（温暖和能力增强）和有害（非人性化）中介作用的可能性。他们还提议了四个主持人：有关HET的信息，损益表，说服力，HET与公司定位之间的战略契合。这些见解提出了与HET相关的各种含义和研究方向，以及这些技术在不同行业中的有效使用方式。