Journal of Service Management: Volume 33 Issue 2

Living and working with service robots: a TCCM analysis and considerations for future research

Arne De Keyser, Werner H. Kunz

Service robots are now an integral part of people's living and working environment, making service robots one of the hot topics for service researchers today. Against that…

To serve and protect: a typology of service robots and their role in physically safe services

Jeroen Schepers, Sandra Streukens

Although consumers feel that the move toward service robots in the frontline so far was driven by firms' strive to replace human service agents and realize cost savings…

AI as customer

Ming-Hui Huang, Roland T. Rust

The purpose of the paper is to note that customers are not necessarily human and to figure out how best to serve artificial intelligence (AI) customers. The authors also propose…

Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings

Nika Mozafari, Welf H. Weiger, Maik Hammerschmidt

Chatbots are increasingly prevalent in the service frontline. Due to advancements in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the…

The service triad: an empirical study of service robots, customers and frontline employees

Gaby Odekerken-Schröder, Kars Mennens, Mark Steins, Dominik Mahr

Recent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service…

Intention to use analytical artificial intelligence (AI) in services – the effect of technology readiness and awareness

Carlos Flavián, Alfredo Pérez-Rueda, Daniel Belanche, Luis V. Casaló

The automation of services is rapidly growing, led by sectors such as banking and financial investment. The growing number of investments managed by artificial intelligence (AI…

Customer acceptance of frontline service robots in retail banking: A qualitative approach

Amelia Amelia, Christine Mathies, Paul G. Patterson

The purpose of this paper is to explore what drives customer acceptance of frontline service robots (FSR), as a result of their interaction experiences with FSR in the context of…

Boundary work in value co-creation practices: the mediating role of cognitive assistants

Cristina Mele, Tiziana Russo-Spena, MariaLuisa Marzullo, Andrea Ruggiero

How to improve healthcare for the ageing population is attracting academia attention. Emerging technologies (i.e. robots and intelligent agents) look relevant. This paper aims to…

“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots

Stefanie Paluch, Sven Tuzovic, Heiko F. Holz, Alexander Kies, Moritz Jörling

As service robots increasingly interact with customers at the service encounter, they will inevitably become an integral part of employee's work environment. This research…

Service robots, agency and embarrassing service encounters

Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz

Extant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first to explore a service context where service…