Table of contents - Special Issue: Living and Working with (Ro)bots – The Impact of (Ro)Bots on the Service Frontline
Guest Editors: Arne De Keyser, Werner H. Kunz
Living and working with service robots: a TCCM analysis and considerations for future research
Arne De Keyser, Werner H. KunzService robots are now an integral part of people's living and working environment, making service robots one of the hot topics for service researchers today. Against that…
To serve and protect: a typology of service robots and their role in physically safe services
Jeroen Schepers, Sandra StreukensAlthough consumers feel that the move toward service robots in the frontline so far was driven by firms' strive to replace human service agents and realize cost savings…
AI as customer
Ming-Hui Huang, Roland T. RustThe purpose of the paper is to note that customers are not necessarily human and to figure out how best to serve artificial intelligence (AI) customers. The authors also propose…
Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings
Nika Mozafari, Welf H. Weiger, Maik HammerschmidtChatbots are increasingly prevalent in the service frontline. Due to advancements in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the…
The service triad: an empirical study of service robots, customers and frontline employees
Gaby Odekerken-Schröder, Kars Mennens, Mark Steins, Dominik MahrRecent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service…
Intention to use analytical artificial intelligence (AI) in services – the effect of technology readiness and awareness
Carlos Flavián, Alfredo Pérez-Rueda, Daniel Belanche, Luis V. CasalóThe automation of services is rapidly growing, led by sectors such as banking and financial investment. The growing number of investments managed by artificial intelligence (AI…
Customer acceptance of frontline service robots in retail banking: A qualitative approach
Amelia Amelia, Christine Mathies, Paul G. PattersonThe purpose of this paper is to explore what drives customer acceptance of frontline service robots (FSR), as a result of their interaction experiences with FSR in the context of…
Boundary work in value co-creation practices: the mediating role of cognitive assistants
Cristina Mele, Tiziana Russo-Spena, MariaLuisa Marzullo, Andrea RuggieroHow to improve healthcare for the ageing population is attracting academia attention. Emerging technologies (i.e. robots and intelligent agents) look relevant. This paper aims to…
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots
Stefanie Paluch, Sven Tuzovic, Heiko F. Holz, Alexander Kies, Moritz JörlingAs service robots increasingly interact with customers at the service encounter, they will inevitably become an integral part of employee's work environment. This research…
Service robots, agency and embarrassing service encounters
Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. KunzExtant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first to explore a service context where service…
ISSN:
1757-5818e-ISSN:
1757-5826ISSN-L:
1757-5826Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully