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Service Robots in the Frontline: How Will Aarion Bank’s Customers Respond?

In: Services Marketing People Technology Strategy

Author

Listed:
  • Jochen Wirtz
  • Stefanie Paluch
  • Werner Kunz

Abstract

The top management at Aarion Bank was pushing for a rapid digital transformation and intelligent automation. That included customer service with the aim of moving almost all routine transactions, services, and enquiries to cost-effective but high-quality, cutting-edge digital delivery channels. These included smart artificial intelligence (AI)-powered self-service technologies and service robots. Nikita Jones, the vice president of customer service, was worried about how some customer segments would respond to this strategic direction the bank was to embark upon and how she could prepare her team and its various customer segments for this digital transformation.

Suggested Citation

  • Jochen Wirtz & Stefanie Paluch & Werner Kunz, 2021. "Service Robots in the Frontline: How Will Aarion Bank’s Customers Respond?," World Scientific Book Chapters, in: Services Marketing People Technology Strategy, chapter 24, pages 566-570, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9781944659806_0024
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    More about this item

    Keywords

    Services Marketing; Service Operations; Marketing; Consumer Behavior; Positioning Services; Service Process; Pricing; Revenue Management; Service Environment; Service Advantage; Customer Relationships; Customer Loyalty; Complaint Handling; Service Recovery; Service Excellence; Service Quality; Service Productivity; Service Leadership;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • L8 - Industrial Organization - - Industry Studies: Services
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology

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