The service robot revolution

Stefanie Paluch, Jochen Wirtz, Werner H. Kunz

Research output: Chapter in Book/Report/Conference proceedingEntry for encyclopedia / dictionaryScientificpeer-review

2 Citations (Scopus)


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 languageEnglish
Title of host publicationResearch Handbook on Services Management
EditorsMark Davis
PublisherEdward Elgar Publishing
Publication date05.08.2022
ISBN (Print)9781800375642
ISBN (Electronic)9781800375659
Publication statusPublished - 05.08.2022
MoE publication typeA3 Book chapter


  • 512 Business and Management


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