How robots will affect the future of retailing

To predict how robots will affect the future of retailing, the authors begin this article with a brief review of recent deployments of robots in the retail and service sectors, along with relevant research pertaining to their uses. Next, they focus on two crucial dimensions, reflecting whether the robots (1) are customer facing or not and (2) intend to augment or substitute for retail associates. These two dimensions suggest four strategic quadrants relating to future robot deployments; some quadrants are attractive in the near term, and others attractive in the years beyond. In closing, the authors also suggest an agenda for continued research.