Well, I have been out of the field awhile... but production manager-types do make the decisions in most corportions and they despised robotics- it turns their jobs over to the technicians. So they fight it in every way.
5 - 10 years development in manufacturing, then 5 - 10 years in back room jobs in service industries before they face customers.
yeah that sounds like how the development would go. manufacturing to back office in service industries to service industry facing customers.
And the time frame might well be 20 years before robots face customers.
But the article already cited examples of robots facing customers in Japan.