Redefining Customer Behaviour with Service Robots: A Metaperception Lens via Bibliometric Analysis
Soumya Mukherjee, Mrinal Kanti Das, Sayantan Dass, M. S. H. Chowdhury · BENTHAM SCIENCE PUBLISHERS eBooks · 2025
This study investigates the intricate dynamics of customer behaviour during interactions with service robots, focusing on the role of meta-perception. It aims to identify major themes, influential figures, and emerging trends in the field while shedding light on the implications of discomfort in service interactions for customer experiences and its relation to meta-perception processes. This study uses bibliometric analysis and visualization methods to examine the academic discourse surrounding service robots and consumer Behaviour. It analyzes various scholarly literature to pinpoint key themes, prominent contributors, and evolving trends. The research reveals significant insights into the relationship between service robots and customer Behaviour. It highlights the concept of discomfort in service interactions, which has been relatively overlooked, and its impact on customer experiences through metaperception processes. Additionally, the study elucidates the influential role of various factors, such as eminent journals, authors, nations, and platforms, in shaping academic discourse in this field. This study contributes to understanding service robots and consumer Behaviour by uncovering novel insights and emphasizing the importance of comprehending complex interactions in service contexts. Bridging the gap between human cognition, emotional reactions, and technological advancements offers a nuanced perspective on the evolving landscape of service robots and their implications for customer experiences.