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Service robots and their implications for service delivery

In: A Research Agenda for Service Marketing

Author

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

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.

Suggested Citation

  • Jochen Wirtz & Werner H. Kunz & Stefanie Paluch & Valentina Pitardi, 2024. "Service robots and their implications for service delivery," Chapters, in: Olivier Furrer & Mikèle Landry & Chloé Baillod & Jie Y. Kerguignas (ed.), A Research Agenda for Service Marketing, chapter 2, pages 23-43, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:21560_2
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    File URL: https://www.elgaronline.com/doi/10.4337/9781803923178.00009
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