ANTECEDENTS AND CONSEQUENCE OF ADOPTION OF ROBOTIC SOLUTIONS IN HOSPITALS: A CUSTOMER PERSPECTIVE
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The rapid spread of Artificial Intelligence through various connected intelligent objects (wearables, robots) profoundly changes how service is delivered and experienced by the customers (Bolton et al., 2018; Larivière et al., 2017). Robotics, in combination with rapidly improving technologies, has brought prospects for a wide array of innovations that have the potential to transform service industries radically. Service robots provide businesses with new opportunities to reorganize their frontline and serve their customers in new and innovative ways. Advanced technological innovations that become better, smaller, and smarter are virtually renovating the servicescape (Wirtz & Zeithaml, 2018). Transformation in the Healthcare industry is happening the world over. The International Federation of Robots predicts an ever-increasing demand for healthcare robots, estimated at 9.1 billion USD market in coming year. RoboDocs (Robots helping Doctors) can help standardize the common surgical procedures and catalyze a paradigm shift in the healthcare sector. RoboDocs are the linchpin to greater efficiency, more value, and reducing surgical variability (Muaddi et al., 2021, Huang & Rust, 2018).