Social robots are gradually entering the organizational frontline, and research is beginning to unveil the implications for consumer–firm interactions. While empirical studies on human–robot service interaction (HRSI) are scarce in business literature, other scientific fields have generated an abundance of empirical findings that can inform consumer research on successfully integrating embodied social robots in consumer-facing services. In this light, a systematic literature review was conducted across scientific fields, screening over 13,500 research articles. Through a thorough review process, 199 service-relevant empirical research articles were identified. Emanating from these data, an organizing meta-framework is advanced (D³: design, delegate, and deploy). Leveraging this D³ framework, a comprehensive overview of several dimensions of the literature is provided, and key insights for each framework dimension are presented. Based on this overview, implications for whether, how, and when to integrate social robots in practice and a comprehensive future research agenda are developed.

中文翻译：

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消费者与实体社交机器人互动的跨学科审查和框架：设计、委托和部署

社交机器人正逐渐进入组织的前线，研究开始揭示消费者与公司互动的影响。虽然关于人机服务交互 (HRSI) 的实证研究在商业文献中很少见，但其他科学领域已经产生了大量的实证研究结果，这些研究结果可以为消费者研究成功地将具身社交机器人整合到面向消费者的服务中提供信息。有鉴于此，对科学领域进行了系统的文献回顾，筛选了 13,500 多篇研究文章。通过彻底的审查过程，确定了 199 篇与服务相关的实证研究文章。从这些数据中，一个有组织的元框架被推进（D ³：设计、委托和部署）。利用这个 D³框架，提供了对文献几个维度的全面概述，并提出了每个框架维度的关键见解。在此概述的基础上，制定了是否、如何以及何时将社交机器人整合到实践中的影响以及全面的未来研究议程。