Human augmentation technology as a driver of enhanced service experiences

Kentaro Watanabe and Bach Quang Ho

Chapter 14 in Handbook of Service Experience, 2025, pp 191-203 from Edward Elgar Publishing

Abstract: The application of human augmentation technology (HAT), such as virtual reality, avatar robots, and multimodal sensors, is increasing on service frontlines. To ensure effective use, it is important to take a holistic view of HAT’s role and impact in service encounters. Therefore, this chapter discusses the concept of ‘HAT for service encounters’ and its potential impact on service experiences. Based on a review of existing HAT and frontline service technology studies, a working definition of HAT for service encounters is provided to highlight HAT’s role in enhancing service experiences. A categorical scheme is also introduced to provide an overview of the impacts of different types of HAT (sensory, cognitive, physical, and social) on service encounters and HAT users (frontline employees/customers). This chapter contributes to the theoretical understanding of HAT for service encounters in service research, and its implementation in the service industry.

Keywords: Business and Management; Economics and Finance; Geography (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.elgaronline.com/doi/10.4337/9781035300198.00022 (application/pdf)
Our link check indicates that this URL is bad, the error code is: 503 Service Temporarily Unavailable

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:elg:eechap:21900_14

Ordering information: This item can be ordered from
http://www.e-elgar.com

Access Statistics for this chapter

More chapters in Chapters from Edward Elgar Publishing
Bibliographic data for series maintained by Darrel McCalla ().