Abstract
A bibliometric analysis has been conducted by utilizing keywords and metadata acquired from the SCOPUS database. Following that, we focused on the adoption of social robots in service operations by conducting a systematic literature review of 79 articles shortlisted from Scopus, Web of Science, EBSCO Business Source Complete, and Google Scholar databases. We propose a research framework using the extended Antecedents, Decisions, Outcomes, and Technological-Organizational-Environmental framework, along with the applications and challenges with the adoption and diffusion of social robots in service operations. We found that social robots have mostly been adopted in the travel, tourism, hotel, and hospitality industries.
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