The service robot revolution

Stefanie Paluch; Jochen Wirtz; Werner H. Kunz

doi:10.4337/9781800375659.00032

The service robot revolution

Stefanie Paluch, Jochen Wirtz, Werner H. Kunz

Marketing, Helsinki

Research output: Chapter in Book/Report/Conference proceeding › Entry for encyclopedia / dictionary › Scientific › peer-review

5 Citations (Scopus)

Abstract

Due to the infusion of artificial intelligence, service robots are on the rise. In this chapter the authors provide examples of how the service industry can benefit from the implementation of robots at the organizational frontline. Thereby, they distinguish service robots from well-established self-service technologies and compare human service representatives with service robots. The Service Robot Deployment Model is a framework that can be used to outline service tasks which can be better performed by robots, humans or hybrid teams. To highlight the role of service robots the authors provide a case study on AI in financial services and conclude the chapter by providing managerial implications for service robot's usage in service organizations.

Original language	English
Title of host publication	Research Handbook on Services Management
Editors	Mark Davis
Publisher	Edward Elgar Publishing
Publication date	05.08.2022
Pages	296-308
ISBN (Print)	9781800375642
ISBN (Electronic)	9781800375659
DOIs	https://doi.org/10.4337/9781800375659.00032
Publication status	Published - 05.08.2022
MoE publication type	A3 Book chapter

Keywords

512 Business and Management

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10.4337/9781800375659.00032

https://www.elgaronline.com/view/book/9781800375659/book-part-9781800375659-32.xml

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The service robot revolution

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