Tatbeeq Raza‐Ullah

Customer–Robot Interaction Beyond the First Encounter: A Reciprocal Framework and Quadrant Model for Value Co‐Creation

2026 · International Journal of Consumer Studies

ABSTRACT As service robots move from factory floors to frontline service encounters, their success increasingly depends on the quality of customer‐robot interaction (CRI). Existing studies, however, remain fragmented and predominantly grounded in linear technology adoption …