The service robot revolution

Stefanie Paluch, Jochen Wirtz and Werner H. Kunz

Chapter 20 in Research Handbook on Services Management, 2022, pp 296-308 from Edward Elgar Publishing

Abstract: Due to the infusion of artificial intelligence, service robots are on the rise. In this chapter the authors provide examples of how the service industry can benefit from the implementation of robots at the organizational frontline. Thereby, they distinguish service robots from well-established self-service technologies and compare human service representatives with service robots. The Service Robot Deployment Model is a framework that can be used to outline service tasks which can be better performed by robots, humans or hybrid teams. To highlight the role of service robots the authors provide a case study on AI in financial services and conclude the chapter by providing managerial implications for service robot's usage in service organizations.

Keywords: Business and Management; Economics and Finance (search for similar items in EconPapers)
Date: 2022
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