Transforming Service Experience Through Anthropomorphic Robots - Softcover

Softcover

ISBN 13: 9798337366418

Publisher: Business Science Reference, 2026

Synopsis

The integration of anthropomorphic robots into service environments reshapes how organizations interact with customers and deliver experiences. Designed to mimic human appearance, behavior, and communication, these robots use AI, natural language processing, and robotics to provide personalized, efficient, and engaging services across sectors like hospitality, tourism, and retail. By combining function with social interaction, anthropomorphic robots can enhance customer satisfaction, streamline operations, and address labor challenges. As their adoption grows, they redefine the boundaries between human and machine roles, raising important concerns around ethics, trust, and the future of service work. Transforming Service Experience Through Anthropomorphic Robots explores the intersection of anthropomorphism in service robotics, service experience design, and branding strategies. It examines how humanlike traits attributed to robots such as facial features, voices, and gestures influence customer perceptions, emotional engagement and trust in service environments. This book covers topics such as retail industry, business psychology, and customer service, and is a useful resource for engineers, business owners, academicians, researchers, and scientists.

About this title

About the Author

Mohsin Altaf earned his PhD in Marketing from Universiti Utara Malaysia in 2018, following his MBA from the University of Central Punjab, Lahore. He is currently a Lecturer of Business and Tourism at the Global Banking School, which is affiliated with Canterbury Christ Church University, UK, where he teaches Business and Tourism modules, supervises dissertations, and contributes to curriculum development. Dr. Altaf’s academic career spans more than 15 years, with prior appointments as Assistant Professor and Head of Department at The University of Lahore and leadership roles at the University of Central Punjab. His research encompasses marketing, branding, consumer behaviour, Artificial Intelligence in Consumer Behaviour, Robotics in Consumer Behaviour and sustainability, with over 40 peer-reviewed publications in international journals and book chapters. He has successfully supervised more than 50 dissertations, including master’s and doctoral theses, and has actively contributed to research collaborations, conferences, and editorial work. He has also served as Editor of the UCP Management Review and as a reviewer for numerous reputable journals. In addition, he is currently an editorial board member for several academic journals, further contributing to the advancement of research and scholarship in marketing and tourism.

Edition details

• Publisher: Business Science Reference
• Publication date: 2026
• Language: English
• ISBN 13: 9798337366418
• Binding: Paperback
• Number of pages: 384
• Editor: Altaf Mohsin