Art der Publikation: Beitrag in Sammelwerk

Aisle be Back: State-of-the-Art Adoption of Retail Service Robots in Brick-and-Mortar Retail

Autor(en):

Strelow, Luisa; Harr, Michael Dominic; Schütte, Reinhard

Titel des Sammelbands:

Wirtschaftsinformatik Proceedings

Ort(e):

Münster

Veröffentlichung:

2025

Sprache:

EN

Schlagworte:

Retail Service Robot; Brick-and-Mortar; Technology Adoption; Artificial Intelligence; Automation

Zitation:

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Kurzfassung

Facing acute staff shortages, brick-and-mortar (B&M) retailers increasingly rely on technology to sustain operations. Retail service robots (RSR) promise to fundamentally transform retail. However, a holistic overview of their adoption remains elusive. Employing a dual research design, we take upon a task-specific perspective to synthesize the state-of-the-art adoption of embodied RSR in B&M retail. Findings indicate that RSR are predominantly adopted for information exchange and goods transportation, significantly enhancing customer service and operational efficiency. Nevertheless, opportunities for more enhanced communicative and anthropomorphic interaction with customers have not been leveraged yet. We therefore contribute to the theoretical understanding of RSR adoption by providing researchers and B&M retailers alike with valuable insights on the state-of-the-art of RSR adoption. As a result, we establish an illustrative foundation for future research and derive adoption gaps, which B&M retailers could leverage to advance RSR development and enable broader RSR adoption.