Replaced by a robot: Service implications in the age of the machine

McLeay, F., Osburg, V., Yoganathan, V. et al. (1 more author) (2021) Replaced by a robot: Service implications in the age of the machine. Journal of Service Research, 24 (1). pp. 104-121. ISSN 1094-6705



Copyright, Publisher and Additional Information: © The Author(s) 2020. This article is distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 License ( which permits non-commercial use, reproduction and distribution of the work without further permission provided the original work is attributed as specified on the SAGE and Open Access pages (
Keywords: service robots; service experience; brand usage intent; service innovativeness; ethical/societal reputation
  • Accepted: 20 May 2020
  • Published (online): 29 June 2020
  • Published: 1 February 2021
Institution: The University of Sheffield
Academic Units: The University of Sheffield > Faculty of Social Sciences (Sheffield) > Management School (Sheffield)
Depositing User: Symplectic Sheffield
Date Deposited: 12 Jun 2020 12:53
Last Modified: 28 Apr 2021 13:34
Status: Published
Publisher: SAGE Publications
Refereed: Yes
Identification Number: