Title: The impact of service robots on human interactions and customer satisfaction in Nigerian healthcare and financial services

Authors: Joy Eghonghon Akahome

Addresses: Department of Entrepreneurship and Marketing, Federal University Otuoke, 4000 University Boulevard, Otuoke, Bayelsa, 562103, Nigeria

Abstract: The research objective is to examine how service robots influence human interactions within service encounters in Nigeria's healthcare and financial services sectors and to explore the implications for service delivery, customer satisfaction, and employee roles. Guided by Human Interaction Theory, it explores how robots influence emotional connection, communication, and relational warmth. Using 40 semi-structured interviews with service providers and customers, data were analysed through grounded theory to develop the human-robot hybrid interaction model (HRHIM). Findings show robots perform five roles of Substitute, Differentiate, Improve, Upskill, and Support in improving efficiency, accuracy, and operational support, while humans remain essential for empathy, trust, and cultural sensitivity. The study highlights a hybrid model where technology complements human relational work, with implications for policy, training, and ethically guided deployment. Future research should explore cross-cultural and longitudinal impacts.

Keywords: service robots; human interactions; customer satisfaction; healthcare; financial services; Nigeria.

DOI: 10.1504/IJSOI.2025.152350

International Journal of Services Operations and Informatics, 2025 Vol.13 No.2/3/4, pp.310 - 331

Received: 27 Sep 2024
Accepted: 13 Nov 2025
Published online: 16 Mar 2026 *

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