Service robots and their implications for service delivery

Jochen Wirtz, Werner H. Kunz, Stefanie Paluch and Valentina Pitardi

Chapter 2 in A Research Agenda for Service Marketing, 2024, pp 23-43 from Edward Elgar Publishing

Abstract: The digital service revolution will significantly change the way we do business. Service robots in various forms and shapes are a big part of this revolution. In this chapter, we illustrate the implication of service robots for the service sector. We compare service robots with traditional self-service technologies (SSTs) and human service personnel and identify opportunities and challenges. In the Service Robot Deployment Model (SRD Model), we highlight promising areas for human-robot collaboration and discuss the challenges of service robot deployment. Finally, we derive managerial implications for the service frontline in this new reality with service robots.

Keywords: Business and Management; Economics and Finance; Geography (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.elgaronline.com/doi/10.4337/9781803923178.00009 (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:21560_2

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

Access Statistics for this chapter

More chapters in Chapters from Edward Elgar Publishing
Bibliographic data for series maintained by Darrel McCalla (darrel@e-elgar.co.uk).