IDEAS home Printed from https://ideas.repec.org/h/elg/eechap/20189_20.html
   My bibliography  Save this book chapter

The service robot revolution

In: Research Handbook on Services Management

Author

Listed:
  • Stefanie Paluch
  • Jochen Wirtz
  • Werner H. Kunz

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.

Suggested Citation

  • Stefanie Paluch & Jochen Wirtz & Werner H. Kunz, 2022. "The service robot revolution," Chapters, in: Mark M. Davis (ed.), Research Handbook on Services Management, chapter 20, pages 296-308, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:20189_20
    as

    Download full text from publisher

    File URL: https://www.elgaronline.com/view/edcoll/9781800375659/9781800375659.00032.xml
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:elg:eechap:20189_20. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Darrel McCalla (email available below). General contact details of provider: http://www.e-elgar.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.