Frontline service robots: A practical narrative of the current insights

Service robots are taking over the organizational frontline. Hotels, restaurants, and retail stores have started to implement these autonomously operating interfaces to provide cost-efficient, high quality service for a tech‐savvy generation. But how do customers compare these robots to traditional frontline employees? And how should a frontline service robot be designed in terms of looks and functionality? This chapter gives answers to these and related questions by providing a practical narrative, which summarizes academic work by the author in this domain.