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

Werner H. Kunz; Stefanie Paluch; Jochen Wirtz

doi:10.1007/978-3-030-91828-6_47

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

Werner H. Kunz^*
, Stefanie Paluch
, Jochen Wirtz

^*Huvudförfattare för detta arbete

Marknadsföring, Helsingfors

Forskningsoutput: Kapitel i bok/rapport/konferenshandling › Kapitel › Vetenskaplig › Peer review

10 Citeringar (Scopus)

Sammanfattning

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.

Originalspråk	Engelska
Titel på värdpublikation	The Palgrave Handbook of Service Management
Redaktörer	Bo Edvardsson, Bård Tronvoll
Förlag	Palgrave Macmillan
Utgivningsdatum	05.2022
Sidor	991-1008
ISBN (tryckt)	978-3-030-91827-9
ISBN (elektroniskt)	978-3-030-91828-6
DOI	https://doi.org/10.1007/978-3-030-91828-6_47
Status	Publicerad - 05.2022
MoE-publikationstyp	A3 Del av bok eller annat samlingsverk

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512 Företagsekonomi

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10.1007/978-3-030-91828-6_47

https://link.springer.com/10.1007/978-3-030-91828-6_47

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

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