In the digital innovation wave, the service robot paid more attentions as a core IT artifact to transform the traditional marketing and service paradigm. On this digital transformation movement, the design features of service robots have been heterogeneous, and the unique design features have been developed by different socio-technical perspectives. Based on this, this study conducted a comparison case study in Chinese and Japanese restaurant business environment. Throughout this case study, we summarized China has more highlighted the AI-empowered service robot, while Japan has more focused on the human-controlled service robot. Consequently, this study makes two contributions. First, it theoretically conceptualizes the current Chinese and Japanese service robot development as the first comparison case study. Second, it practically suggests what design features of service robots have been configured in the different socio-technical context.
Ogushi, Yoko; Park, Jaehyun; Hyun, Youyung; and Chang, Younghoon, "Heterogeneous Design Features of the Service Robot: A Comparison Case Study by a Socio-Technical Perspective" (2022). PACIS 2022 Proceedings. 133.
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