Toward a New Service Reality: Human–Robot Collaboration at the Service Frontline

Werner H. Kunz*, Stefanie Paluch, Jochen Wirtz

*Corresponding author for this work

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

4 Citations (Scopus)


The digital service revolution will significantly change the way we do business. A big part of this revolution is service robots in various forms and shapes. In this chapter, we illustrate the implication of service robots for the service industry. We compare service robots with traditional self-service technologies as well as human service personnel and identify opportunities and challenges. In the Service Robot Deployment Model, we highlight promising areas for human–robot collaboration and derive managerial implications for the service frontline in this new reality with service robots.
Original languageEnglish
Title of host publicationThe Palgrave Handbook of Service Management
EditorsBo Edvardsson, Bård Tronvoll
PublisherPalgrave Macmillan
Publication date05.2022
ISBN (Print)978-3-030-91827-9
ISBN (Electronic)978-3-030-91828-6
Publication statusPublished - 05.2022
MoE publication typeA3 Book chapter


  • 512 Business and Management
  • service robots
  • AI
  • service revolution
  • service frontline
  • self-service technology


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