International Journal of Services Operations and Informatics (11 papers in press)

Regular Issues

• Big Data-Based Predictive Model for Attendance Rate of Reserve Forces Training  
  by Jungmok Ma 
  Abstract: While reserve forces are strategically important to deter war in the Republic of Korea, the training of the reservists is a challenge since they are civilians and difficult to control. In order to tackle the difficulty of predicting the attendance rate of reserve training, this paper proposes a predictive model using Big Data. The current prediction method in the military uses the last year's attendance rate, and one previous study suggests utilizing daily weather information without a systematic analysis. This paper aims to test the significance of the predictor variables in the daily attendance rate. Next, to improve the prediction accuracy of the current method, a predictive model with the volume of web search data is proposed. In the case study, statistically significant predictor variables are identified, and the proposed Big Data-based predictive model improves the prediction performance in comparison to the current method with real reserve training data.
  Keywords: big data; search query; predictive model; reserve forces; reserve training.
  DOI: 10.1504/IJSOI.2025.10071485
   
  
• Influence of the Types of Innovation on the Performance of Firms in the Spanish Region of Valencia, in Terms of their Exports  
  by Héctor López, Rosa M. Yagüe Perales, Isidre March-Chorda 
  Abstract: The main objective of this article was to contribute new empirical evidence regarding the influence of innovation indicators on both firm performance and export capabilities within a specific region in Spain. To achieve this objective, a longitudinal empirical study was conducted at two time points, 2014 and 2020, utilising a sample of 113 companies. A direct association was found between a high level of exports and the implementation of strategic innovations, contrasting with the negative relationship observed with cost and investment barriers and the application of organisational innovation. Furthermore, a direct link was identified between belonging to the manufacturing sector and the implementation of process innovations, in contrast to the negative relationship found for the implementation of organisational innovations. Finally, the proper selection of innovation types, taking into account factors such as company size, sector classification, obstacles, and precedents, significantly influences the ability of companies to enhance their export levels.
  Keywords: Types of innovation; product innovation; process innovation; marketing innovation; organisational innovation; strategic innovation; cooperation; obstacle variable; impact variable; Oslo Manual 2005.
  DOI: 10.1504/IJSOI.2025.10073027
   
  
• How Important Are Service Robots in Today's Hospitality Landscape? A Review and Research Guide  
  by Mrinal Kanti Das, Soumya Mukherjee, Dipak Saha, Sayantan Dass 
  Abstract: This study explores the impact of service robots on customer behaviour in the hospitality industry, focusing specifically on marketing a perspective that has been underexplored in previous research. A contextualised literature review combined with bibliometric techniques was conducted through VOSviewer and R software, analysing 856 papers sourced from the Scopus database. Findings highlight a significant increase in scholarly interest in service robots after 2022. Key insights include identification of top authors, leading journals, highly cited papers, contributing organisations, influential countries, and thematic clusters. A detailed content analysis based on bibliographic networks further identifies critical research gaps. The use of both Systematic Literature Review and bibliometric techniques also adds a valuable methodological contribution. The research is limited to the marketing domain, suggesting opportunities for future studies to explore broader perspectives. Overall, this work contributes to the literature by guiding future research directions and enhancing the understanding of marketing implications in human-robot interaction.
  Keywords: Service Robots; Artificial Intelligence; Consumer Behavior; Hospitality Sector; Customer Experience; Technology Adoption; Human-Robot Interaction.
  DOI: 10.1504/IJSOI.2025.10073053
   
  
• Consumer Acceptance of Robotic Services in Tourism  
  by Rahul Pratap Singh Kaurav  
  Abstract: The integration of robotic services in tourism is revolutionizing customer experiences and operational efficiency, especially in emerging markets. This study applies the Unified Theory of Acceptance and Use of Technology (UTAUT) models to examine the key factors influencing consumer acceptance of service robots in tourism. It focuses on constructs such as Performance Expectancy (PE), Effort Expectancy (EE), Hedonic Motivation (HM), and Facilitating Conditions (FC), while analysing Privacy Concern (Pcon) as a moderating factor. Data from 507 respondents were analysed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that HM and Intention to Use (IU) are significant predictors of actual usage, while Pcon plays a nuanced moderating role, proving significant in certain relationships but not in others. Additionally, this study introduces a Service Robot Suitability Matrix (SRSM), offering valuable insights for businesses, policymakers, and stakeholders aiming to leverage service robots in enhancing tourism services.
  Keywords: Service Robots; Tourism Industry; UTAUT 2; UTAUT3; Service Robot Suitability Matrix; Privacy Concerns; Actual Use of Service Robots.
  DOI: 10.1504/IJSOI.2025.10073140
   
  
• Integrating Service Robotics in Circular Economy: a Pathway to Sustainable Industrial Practices  
  by Ishita Bera, Ruchi Sharma, Avinash K. Shrivastava 
  Abstract: Integrating service robotics into business-to-business (B2B) industries offers significant potential to enhance productivity, sustainability, and customer satisfaction, particularly in the manufacturing sector. However, successful adoption requires a structured approach that considers technological, organisational, and environmental factors. This study builds on the technology organisation- environment (TOE) framework and reinterprets it by introducing Perceived Interaction as a moderating construct reflecting trust, ethics, and transparency in adoption processes. Through a systematic literature review, thematic analysis, and fractionalisation-based cluster analysis, the study identifies three integration phases: initiation, implementation, and perceived interaction. Initiation includes strategic investment, early adoption, and alignment with circular economy (CE) goals. Implementation emphasises scaled deployment, predictive maintenance, and AI-driven automation. Perceived Interaction moderates these through stakeholder engagement, compliance, and human-robot collaboration. Findings highlight barriers, especially trust and regulatory concerns, that moderate adoption. The study proposes an integrated conceptual framework aligning service robotics with CE objectives in B2B contexts, converting interaction-related barriers into enablers.
  Keywords: Service Robots; Manufacturing Processes; Triangulated Framework; Socio-Technical Systems Theory; Productivity; Sustainability; Human-Robot Interaction; AI and Machine Learning.
  DOI: 10.1504/IJSOI.2025.10074050
   
  
• Technological Challenges for Employment of Robots in Service Industry  
  by Suchismita Satapathy, Kamalakanta Muduli, Meghana Mishra, Sujoy Kumar Jana 
  Abstract: The advancement of Artificial Intelligence, Internet of Things have led to development advanced autonomous robots which demonstrate great ability of making conscious decision. Consequently, these smart robots are considered to be a suitable replacement for human labour by many industries and service industries are of no exception. However, in many service sectors deployment of robots in place of human labour is not encouraging. Hence, an investigation is carried on the technical challenges of robots employment in service industries of one of the fastest growing economies of the world, India. These challenges were evaluated by weighted aggregated sum product assessment(WASPAS) method. The results revealed that Precision and Dexterity has been perceived as the most important technical challenge followed by Data Security and Privacy while Maintenance and Reliability as the least important technical challenge by the experts.
  Keywords: WASPAS; Customer satisfaction; service delivery; Technical challenges; Robot; service industries.
  DOI: 10.1504/IJSOI.2025.10074051
   
  
• Factors Determining Willingness to Choose Hospitality Services with Robots in the era of Service Encounter 2.0: Mediating Role of Value Co-Creation  
  by Arun Mittal, Nirmal Singh, Deen Dayal Chaturvedi, Ravinder Rena 
  Abstract: Technology-driven service execution is known as Service Encounter 2.0. We examined the impact of selected constructs of Technology Acceptance Model (TAM) and Stimulus Organism and Response (SOR) theory on Willingness to Choose Restaurant or Hotel with Service Robots (WCSR) in hospitality. With a descriptive approach, we collected data from 316 Zillennials (late Millennials and early Generation Z). The analysis was carried out using multivariate statistical techniques. It was found that social influence (SI) significantly influences attitude (ATT) and perceived usefulness (PU). perceived enjoyment (PE) influences value co-creation (VCC) and ATT. perceived trust (PT) influences VCC, ATT and PU; these three variables influence the WCSR. Also, VCC partially mediates the relationship between ATT & WCSR and PU and WCSR. These results provide valuable input for service managers in designing and customising their service to enhance customers willingness to choose their restaurant.
  Keywords: Value Co-Creation; Hospitality Industry; Service Encounter 2.0; Zillennials; Attitude; Willingness to Choose Restaurant; Service Robots.
  DOI: 10.1504/IJSOI.2025.10074064
   
  
• Anthropomorphic Robots in Indian Healthcare Services: A Mixed-Methods Analysis of Adoption, Patient Perceptions, and Service Quality Impacts  
  by Arpan Anand 
  Abstract: This study investigates the role of anthropomorphic robots in the Indian healthcare service industry, focusing on their adoption, patient perceptions, and impacts on service quality. Using a mixed-methods approach combining qualitative interviews and a large-scale quantitative survey, we explore how anthropomorphism influences the integration of service robots in the culturally diverse and resource-constrained Indian healthcare environment. Our findings reveal that anthropomorphic features significantly enhance patient trust and engagement, leading to improved perceptions of service quality. However, cultural factors and ethical considerations moderate these effects. This research contributes to the literature on human-robot interaction in healthcare, service quality in emerging economies, and the role of anthropomorphism in technology adoption. We provide actionable insights for healthcare providers, policymakers, and robot designers to optimize the integration of anthropomorphic robots in Indian healthcare services.
  Keywords: Anthropomorphic robots; Healthcare services; India; Service quality; Human-robot interaction; Mixed-methods research.
  DOI: 10.1504/IJSOI.2025.10074184
   
  
• Financial Analysis and Strategic Decisions in Technological Investments: a Case Study on Innovation Projects  
  by Diego Arciniegas, Dayanis García Hurtado, Carmen-María Queiro-Ameijeiras, Sofía Aparisi Torrijo 
  Abstract: In the last decade, educational technologies have transformed teaching methods, enhancing quality and fostering a collaborative environment. Simulation laboratories, such as the one proposed in a Dental School in Canada, allow for applying theoretical knowledge in practical scenarios, optimising the use of facilities and improving student training. However, projects of this scale require a thorough financial evaluation. In this study, the financial feasibility of the dental laboratory was analysed using investment criteria and risk analysis. Overly optimistic projections were found, leading to a reassessment of the project. Three scenarios were presented, with the conservative one showing the highest feasibility, a positive net present value, and an adequate internal rate of return. The sensitivity analysis indicated certain risks but also demonstrated that, with appropriate strategies and continuous monitoring, the project could achieve long-term profitability.
  Keywords: Financial Analysis; Strategic Decisions; Technological Investments;.
  DOI: 10.1504/IJSOI.2025.10075478
   
  
• Culturally Adaptive Service Robots: Impact of Cross-cultural Attributes on Usage Intention  
  by Kashish Motiwala, Anubha Ray, Piyush Gupta 
  Abstract: The purpose of this paper is to establish the relationship between the attributes of culturally adaptive service robots and their usage intention. The paper aims to find the impact of perceived cultural intelligence (PCI), perceived cultural interactivity (PCU) and perceived anthropomorphism (PA) on cross-cultural communication competence (CCC) and usage intention (UI) towards culturally adaptive service robots. Additionally, the paper identifies the mediating role of CCC in the aforementioned relationships. Data has been collected from 265 tourists and analysed using structural equation modelling. The results suggest a significant impact of PCI and PA on CCC, as well as PCI and PCU on UI. The direct effect of CCC on UI is found to be significant. The mediation analysis shows a partial mediating effect of CCC in the relationship between PCI and PA on UI.
  Keywords: Cross-cultural communication; Service robots; Structural equation model; Service delivery; Perceived anthropomorphism.
  DOI: 10.1504/IJSOI.2025.10075751
   
  
• The Lived Experiences of Patients Receiving Dental Treatments from Service Robots in Jharkhand: a Phenomenological Inquiry  
  by Neha Choudhary, Anand P.D. Sinha, Mona Ratnesh, Julie Vardhan 
  Abstract: This study explores patient experiences with robotic-assisted dental treatments in Jharkhand, India, using a sociotechnical systems lens to examine the interaction between technology, patients, and clinical environments. Data were collected from 22 patients and six staff members through interviews, observations, and discussions, ensuring diversity across age, education, and urbanrural backgrounds. Thematic analysis identified four core themes: awareness, anxiety, post-operative experiences, and patient-staff interactions. Findings show that informed patients often linked robotics to advanced care and reduced error, while less familiar patients experienced initial apprehension, highlighting the need for transparent communication. Although the precision and efficiency of robots were widely acknowledged, concerns remained about reduced emotional connection and human touch. The study concludes that robotic integration enhances accuracy but must be balanced with empathy and patient-centred care. These insights inform strategies for improving acceptance and patient satisfaction with robotic technologies in dentistry.
  Keywords: Dental Robotics; Service Robots; Phenomenological Study; Healthcare Technology in Jharkhand.
  DOI: 10.1504/IJSOI.2025.10075892