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

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Werner H. Kunz

    (University of Massachusetts Boston)

  • Stefanie Paluch

    (RWTH Aachen University)

  • Jochen Wirtz

    (National University of Singapore)

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.

Suggested Citation

  • Werner H. Kunz & Stefanie Paluch & Jochen Wirtz, 2022. "Toward a New Service Reality: Human–Robot Collaboration at the Service Frontline," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 991-1008, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_47
    DOI: 10.1007/978-3-030-91828-6_47
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