Service Robots and the Future of Services

Stefanie Paluch, Jochen Wirtz, Werner Kunz

Forskningsoutput: Kapitel i bok/rapport/konferenshandlingKapitelVetenskapligPeer review

Sammanfattning

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.
OriginalspråkEngelska
Titel på gästpublikationMarketing Weiterdenken : Zukunftspfade für eine marktorientierte Unternehmensführung
RedaktörerManfred Bruhn, Christoph Burmann, Manfred Kirchgeorg
UtgivningsortWiesbaden
FörlagSpringer Gabler
Utgivningsdatum2020
Utgåva2
Sidor423-435
ISBN (tryckt)978-3-658-31562-7
ISBN (elektroniskt)978-3-658-31563-4
DOI
StatusPublicerad - 2020
MoE-publikationstypA3 Del av bok eller annat samlingsverk

Nyckelord

  • 512 Företagsekonomi

Styrkeområden och områden med hög potential (AoS och AoHP)

  • AoS: Konkurrensanalys och servicestrategi - Service och kundorienterad ledning

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