Development of a framework for ethical and cyber-safe robotics in the service industry

Abstract

The increased use of service robotics in sectors like hospitality, healthcare, and logistics presents opportunities but also challenges in cyber-safety, ethics, and human-robot interaction (HRI). While progress has been made, current frameworks are fragmented or focus too much on technical efficiency, neglecting ethics, social issues, and data protection. This is especially true in emerging economies where imported robots often conflict with local cultural and regulatory standards. This study introduces a comprehensive conceptual framework called the Socio-Tactical Integrated Framework to guide ethical, cyber-safe, and contextually suitable deployment of service robotics (ACERBOTICS). A Design Science Research approach was used to develop a structured theoretical model that addresses gaps in the current research. The study includes a systematic literature review, which provides a basis for identifying and understanding existing critical gaps in the literature and design criteria for a proposed research artefact to address the gaps. Following the development of the research artefact, an expert evaluation was conducted using a questionnaire with both closed and open-ended questions to assess the relevance, clarity, applicability, and ethical robustness of the proposed framework. Expert evaluation (n = 47) demonstrated high coherence, ethical robustness, and practical feasibility, while also identifying areas of improvement, including contextual adaptability and operational scalability. These insights informed the development of a refined framework that integrates ethical governance, cyber-safety resilience, socio-technical alignment, and human-centred design principles. This study proposes a unified, theoretically grounded, and practically applicable framework for governing autonomous service robotics in diverse socio-technical environments. The proposed framework provides a basis for future empirical validation and policy development, particularly in African and other emerging-economy contexts. By integrating cyber-safety, ethics, and service robotics, this research advances scholarly understanding and promotes responsible innovation in the field of intelligent robotic systems in the service industry.