Service Robots and the Future of Services

Stefanie Paluch, Jochen Wirtz, Werner Kunz

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review


We believe that our economies are facing a turning point in history similar to the industrial revolution in manufacturing that started in the 18th century. Especially the advent of service robotics (virtual and physical service robots) in combination with these technologies will lead to rapid innovation that has the potential to dramatically improve the customer experience, service quality, and productivity all at the same time. Service Robots are on the rise and alter the organizational frontline. Based on the Service Robot Deployment Model (SRD), we support managers in their choice decisions concerning which services and tasks robots are suitable to fulfill, and how they need to be designed so that customers are willing to engage in interactions. Furthermore, this article discusses several implications of service robots for the field of service management and marketing.
Original languageEnglish
Title of host publicationMarketing Weiterdenken : Zukunftspfade für eine marktorientierte Unternehmensführung
EditorsManfred Bruhn, Christoph Burmann, Manfred Kirchgeorg
Number of pages13
Place of PublicationWiesbaden
PublisherSpringer Gabler
Publication date2020
ISBN (Print)978-3-658-31562-7
ISBN (Electronic)978-3-658-31563-4
Publication statusPublished - 2020
MoE publication typeA3 Book chapter


  • 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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