Human-Robot Interaction Behavior in Commercial Services: A Four-Stage Integrative Framework

With the increasing adoption of embodied service robots in commercial service settings, there is a critical need to understand the intricate interaction behavior process between humans (customers/employees) and these robots. Drawing upon a systematic review and qualitative integration of 44 core articles, this study proposes a four-stage dynamic model of human-robot interaction behavior: (1) Contact Initiation, (2) Interaction Execution, (3) Feedback Adaptation, and (4) Outcome Evaluation. This model not only delineates the goal-oriented activities within individual service encounters but also illuminates how repeated interactions, through learning and evolution, shape long-term human-robot service relationships and users' perception of the robot's social role (e.g., tool, assistant, partner). The proposed framework advances the theoretical understanding of the dynamic process of human-robot interaction behavior within commercial service settings and offers practical guidance for service firms seeking to effectively manage human-robot interactions and enhance service performance.