Working with service robots? A systematic literature review of hospitality employees' perspectives

Taking a systematic literature review approach, this study examines research on service robot adoption from hospitality employees' perspectives. The findings reveal the current status of service robot research on hospitality employees by summarizing publication channels, temporal distribution, classifications of publications, and countries of focus of existing studies. This study also identifies key theories and constructs applied in existing research. Building on these, a holistic conceptual model including key antecedents, mediators, outcomes, and moderators in terms of service robot adoption among hospitality employees is proposed. Furthermore, several key promising research directions have been identified and discussed in this study, which serve as important references for researchers interested in pursuing this topic.