Abstract
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 language | English |
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Title of host publication | The Palgrave Handbook of Service Management |
Editors | Bo Edvardsson, Bård Tronvoll |
Publisher | Palgrave Macmillan |
Publication date | 05.2022 |
Pages | 991-1008 |
ISBN (Print) | 978-3-030-91827-9 |
ISBN (Electronic) | 978-3-030-91828-6 |
DOIs | |
Publication status | Published - 05.2022 |
MoE publication type | A3 Book chapter |
Keywords
- 512 Business and Management
- service robots
- AI
- service revolution
- service frontline
- self-service technology