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

Werner H. Kunz (), Stefanie Paluch () and Jochen Wirtz ()
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Werner H. Kunz: University of Massachusetts Boston
Stefanie Paluch: RWTH Aachen University
Jochen Wirtz: National University of Singapore

A chapter in The Palgrave Handbook of Service Management, 2022, pp 991-1008 from Springer

Abstract: Abstract 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.

Keywords: Service robots; AI; Service revolution; Service frontline; Self-service technology (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_47

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

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