Editorial: Artificial Intelligence and Robots in the Service Encounter

Stefanie Paluch, Jochen Wirtz

Research output: Contribution to journalArticleScientific


This special issue on AI and robots in service interactions of the Journal of Service Management Research aims to contribute and elaborated our understanding of the new challenges organizations, employees and customers face due to the infusion of service robot- and AI-facilitated and automated interactions in the service encounter. For service organizations, it is essential to recognize and evaluate service robots’ potential not only for their own organizational success, but also for the well-being of their employees and acceptance, and the quality perception and satisfaction of their customers. We will start with a short introduction into service robots and AI before we introduce the four papers of this special issue. We use the topics of these papers as a starting point and discuss implications for future research in this emerging field.
Original languageEnglish
Peer-reviewed scientific journalJournal of Service Management Research
Issue number1
Pages (from-to)3-8
Number of pages6
Publication statusPublished - 2020
MoE publication typeB1 Journal article


  • 512 Business and Management

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoS: Competition economics and service strategy - Service and customer-oriented management


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