通过系统回顾服务机器人服务失败相关研究，梳理了服务机器人服务失败的概念，总结了当前的研究进展，并提出了一个关于服务机器人服务失败的研究框架，其包含了3个研究主题：服务机器人服务失败的后果及其作用机制、服务机器人服务失败的服务补救策略与理论应用、服务机器人服务补救效果最佳化的适用情境。此外，针对现有研究不足，进行了未来展望。

By systematically reviewing studies related to service robot service failures, this study clarifies the concept of service robot service failures, summarizes the research progress of service robot service failures, and proposes a research framework for service robot service failures research, which includes three research themes: the consequences of service failures of service robots and their underlying mechanisms; service recovery strategies and the application of relevant theories of such failures; and the contextual conditions for service recovery. Finally, in view of the existing research gaps, this study outlines directions for future research.