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Purpose – The purpose of this chapter is to conduct a critical literature review that examines the origins and development of research on service robots in organizations, as well as the key emotional and cognitive issues between service employees, customers, and robots. This review provides a foundation for future research that leverages the emotional connection between service robots and humans.

Design/Methodology/Approach – A critical literature review that examines robotics, artificial intelligence, emotions, approach/avoid behavior, and cognitive biases is conducted.

Findings – This research provides six key themes that emerge from the current state of research in the field of service robotics with 14 accompanying research questions forming the basis of a research agenda. The themes presented are as follows: Theme 1: Employees have a forgotten “dual role”; Theme 2: The influence of groups is neglected; Theme 3: Opposing emotions lead to uncertain outcomes; Theme 4: We know how robots influence engagement, but not experience; Theme 5: Trust is necessary but poorly understood; and Theme 6: Bias is contagious: if the human mind is irrational…so too are robot minds.

Practical Implications – Practically, this research provides guidance for researchers and practitioners alike regarding the current state of research, gaps, and future directions. Importantly for practitioners, it sheds light on themes in the use of AI and robotics in services, highlighting opportunities to consider the dual role of the employee, examines how incorporating a service robot influences all levels of the organization, addresses motivational conflicts for employees and customers, explores how service robots influence the whole customer experience and how trust is formed, and how we are (often inadvertently) creating biased robots.

Brazilian sportswomen have arrived in the twenty-first century burdened with a heavy inheritance, which has been called the gendered twentieth century sporting legacy. In relation to football, this heritage includes not only gender and sexuality discrimination but all multifaceted obstacles to playing the sport, such as no access to facilities, equipment and funding. This chapter analyses the careers of three Brazilian women who played in a major tournament organised by the São Paulo Football Federation (FPF), the Paulistana, where orthodox-gendered practices and concepts prevailed to control the bodies of the players. This analysis considers aspects of socialisation and sporting elements in the lives of the participants, derived from informal conversations as well as structured interviews which were inductively framed. As such, the data were analysed by understanding the social division of the professional and corporal practices in society and the representations that permeate Brazilian society regarding the role of women in that society at that time, in the late 1990s. The chapter uses the micro-context of these players' biographies to show how women's football is embedded in macro-contexts of oppressive gender structures in Brazil and South America. The findings show that whilst conceived to be a tournament to promote women's football in Brazil, the 2001 championship was an attack against women's footballers and their human rights. The orthodox rigid gendered rules, which prevented many women players participation, transformed the tournament into a ‘circus’ that received criticism across the whole country, including in the National Parliament.

This chapter examines elements of the regulatory framework in effect in the Brazilian Border Region and neighboring countries as they interact with elements of the culture industry. Located in what is referred to as the Southern Arc, the first city we examine, Foz do Iguaçu-PR, lies on the border between Paraguay and Argentina. The second city is Tabatinga-AM, part of the conurbation region made up by a Colombian city and including the Peruvian border, coming to be known as the Northern Arc.

Our research was produced through the triangulation of primary data obtained in two trips into the field, carried out in 2013 and 2014, secondary data (official and semi-official) and academic bibliography.

Although projects relating to border integration, citizenship and economic development do exist, they do not question or challenge a nationalistic and politicized regime of representation portraying border areas primarily as routes for cocaine traffic or home to terrorist cells. The representation regime disseminated by mainstream media thus reduces the rich color and dynamics of the region to impoverished tones of gray recognizable in terms of “the name of the other.”

This chapter provides a relevant contribution to our understanding of communication processes carried out in two different regions of Brazil, both of them located far from the spotlights of mainstream Brazilian media. We employ a theoretical framework that combines geography of communication with perspectives on communication in borderland regions.

In the 1970s, a materialist-feminist academy coalesced around the project to isolate and theorize the links between housework – chores women undertake for their households – and women's inequality across all their labor processes. This paper revisits the domestic labor debate at a time when there has never been more tension between women's work in social production and capitalist production. Based on fieldwork conducted in the northern Morelos highland community of Tepoztlán between 1993 and 1998, I disaggregate the performance of domestic labor in Tepoztlán in the time of globalization from a gendered labor process standpoint.