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The purpose of this study is to develop a service logic oriented framework for business model development. “Service logic” covers the basic principles of the three contemporary customer value focused business logics: service-dominant logic, service logic and customer-dominant logic.

This study is based on an empirical qualitative research and deployed the focus group method. The data are generated in a series of interactive co-creative focus group workshops involving both practitioners and academics.

As the outcome, a new tool was developed, called Service Logic Business Model Canvas. The new canvas is a modified version of the original Business Model Canvas (Osterwalder and Pigneur, 2010).

This study adopts service logic in business model thinking and increases knowledge on how to keep the customer needs in the centre of business model development.

The developed canvas makes the theory of service-dominant logic tangible and easily applicable in practice. It enables service innovation truly based on customer value by ensuring that the customer is in the centre of all the elements of a business model. It can function both as a rapid prototype of a new business model and as a communication tool that quickly illustrates the company’s current business model. It can also help in creating a customer-centred business culture. It is designed to be applied to each customer profile separately, thus enabling a deeper understanding of the customer logic of each relevant profile.

Earlier business model frameworks tend to be provider-centric and goods-dominant, and require further development and adaptation to service logic. This study adopts service logic in business model thinking. It embeds the true and deep customer understanding and customer value in each element of the business model, and contributes to both business model and service-dominant logic literature.

Drawing on anthropomorphism and the stereotype content model, this study aims to explore the impacts of robot anthropomorphism on hotel guests’ word of mouth and continuous usage intention through perceived warmth and competence. This study also investigates the moderating effects of guests’ expertise.

A total of 524 valid data was collected with Chinese hotel guest through an online survey. Data were analyzed by using structural equation modeling.

The results indicate that robot anthropomorphism positively affects perceived warmth and competence. Perceived warmth positively affects guests’ word of mouth and continuous usage intention, while perceived competence only positively influences guests’ continuous usage intention. The findings further show that guest expertise weakens the positive relationship between robot anthropomorphism and perceived warmth and competence.

This study advances robot service literature by integrating the stereotype content model with robot anthropomorphism in exploring hotel guests’ perceptions on service robots. This study also discovers the vital boundary role of guest characteristics in human–robot interaction. This study provides valuable information for hoteliers to design and adopt better robots for optimal guest experiences.

基于拟人化和刻板印象内容模型, 本研究探讨了机器人拟人化通过感知温暖和感知能力对酒店客人的口碑和持续使用意向的影响。此外, 本研究也探讨了客人专业知识的调节作用。

通过在线调查问卷, 我们共收集了来自中国酒店客人的524份有效数据, 并采用结构方程模型对这些数据进行了分析。

研究结果表明, 机器人拟人化积极影响感知温暖和感知能力。感知温暖会对客人的口碑和持续使用意向产生积极影响, 而感知能力只对客人的持续使用意向产生积极影响。研究结果进一步表明, 客人的专业知识会削弱机器人拟人化与感知温暖和能力之间的积极关系。

为了探索酒店客人对服务机器人的感知（状况/情况）, 本研究将机器人拟人化因素整合到刻板印象内容模型中, 其结果推动了机器人服务研究的发展。本研究还发现了客人特征在人机互动中的重要边界作用。本研究为酒店经营者设计和采用更好的机器人以获得最佳的客人体验提供了有价值的参考。

Se recopiló datos válidos de un total de 524 clientes de hoteles chinos mediante una encuesta en línea. Los datos fueron analizados mediante un modelo de ecuaciones estructurales.

Basándose en el antropomorfismo y en el modelo de contenido estereotipado, este estudio explora el impacto del antropomorfismo de los robots en el boca a boca de los clientes del hotel y en la intención de uso continuado a través de la calidez y la competencia percibidas. El estudio investiga también los efectos moderadores de la experiencia de los huéspedes.

Los resultados indican que el antropomorfismo del robot afecta positivamente a la calidez y a la competencia percibidas. La calidez percibida influye positivamente en el boca a boca y en la intención de uso continuado de los huéspedes, mientras que la competencia percibida sólo influye positivamente en la intención de uso continuado de los huéspedes. Los resultados muestran, además, que la experiencia del cliente debilita la relación positiva entre el antropomorfismo del robot y la percepción de calidez y de competencia.

Este estudio supone un avance en la literatura sobre robots de servicio al integrar el modelo de contenido estereotipado con el antropomorfismo de los robots, en la exploración de las percepciones de los huéspedes de hoteles sobre los robots de servicio. Este estudio también muestra el papel vital que desempeñan las características de los huéspedes en la interacción humano-robot. El estudio proporciona información valiosa para que los hoteleros diseñen y adopten mejores robots para ofrecer experiencias óptimas a los huéspedes.

The paper seeks to present a new generation of torque‐controlled light‐weight robots (LWR) developed at the Institute of Robotics and Mechatronics of the German Aerospace Center.

An integrated mechatronic design approach for LWR is presented. Owing to the partially unknown properties of the environment, robustness of planning and control with respect to environmental variations is crucial. Robustness is achieved in this context through sensor redundancy and passivity‐based control. In the DLR root concept, joint torque sensing plays a central role.

In order to act in unstructured environments and interact with humans, the robots have design features and control/software functionalities which distinguish them from classical robots, such as: load‐to‐weight ratio of 1:1, torque sensing in the joints, active vibration damping, sensitive collision detection, compliant control on joint and Cartesian level.

The DLR robots are excellent research platforms for experimentation of advanced robotics algorithms. Space and medical robotics are further areas for which these robots were designed and hopefully will be applied within the next years. Potential industrial application fields are the fast automatic assembly as well as manufacturing activities done in cooperation with humans (industrial robot assistant). The described functionalities are of course highly relevant also for the potentially huge market of service robotics. The LWR technology was transferred to KUKA Roboter GmbH, which will bring the first arms on the market in the near future.

This paper introduces a new type of LWR with torque sensing in each joint and describes a consistent approach for using these sensors for manipulation in human environments. To the best of one's knowledge, the first systematic experimental evaluation of possible injuries during robot‐human crashes using standardized testing facilities is presented.

The advent of the 3G world of mobile commerce has suffered from the wait‐and‐see mode over the last years. Existing barriers pose a challenge to all actors in the mobile commerce industry (MCI). Learning from the future and discovering a route to a desired future are keys to successful mobile commerce business. In this paper we argue that it is very important that all actors in the MCI use an industry foresight approach in order to discover a successful route to future markets. We present a framework for creating industry foresights and for understanding the future of mobile commerce. We focus on the mobile commerce industry as a whole and introduce two broad variables; (1) adoption and diffusion of mobile commerce products and services; and (2) the macro‐economic development trend. Based on these variables we build four foresight scenarios: Rapid‐Up, Rapid‐Down, Slow‐Down and Slow‐Up. On the basis of these four different scenarios we suggest some features of promising mobile commerce products and services. We are using information‐gathering agents in order to collect information for our analysis. The foresight framework will help all actors understand the future for m‐commerce.

The collaborative economy (CE), and within it, collaborative consumption (CC) has become a central element of the global economy and has substantially disrupted service markets (e.g. accommodation and individual transportation). The purpose of this paper is to explore the trends and develop future scenarios for market structures in the CE. This allows service providers and public policy makers to better prepare for potential future disruption.

Thought experiments – theoretically grounded in population ecology (PE) – are used to extrapolate future scenarios beyond the boundaries of existing observations.

The patterns suggested by PE forecast developmental trajectories of CE leading to one of the following three future scenarios of market structures: the centrally orchestrated CE, the social bubbles CE, and the decentralized autonomous CE.

The purpose of this research was to create CE future scenarios in 2050 to stretch one’s consideration of possible futures. What unfolds in the next decade and beyond could be similar, a variation of or entirely different than those described.

Public policy makers need to consider how regulations – often designed for a time when existing technologies were inconceivable – can remain relevant for the developing CE. This research reveals challenges including distribution of power, insularity, and social compensation mechanisms that need consideration across states and national borders.

This research tests the robustness of assumptions used today for significant, plausible market changes in the future. It provides considerable value in exploring challenges for public policy given the broad societal, economic, and political implications of the present market predictions.

This research highlights the scenarios that might serve as a strategic vision to describe a future beyond the current library, one which both guides provosts and creates a map for the transformation of human resources and technology in the university research libraries. The scenarios offer managerial leaders an opportunity to envision new roles for librarians and staff which brings a much needed focus on the development of human resources as well as a thought-stream to understand decisions which effectively and systematically move the organization toward a strategic vision.

These scenarios also outline possible future directions research libraries could take by focusing on perspectives from library directors, provosts, and administrators for human resources. The four case study scenarios introduce potential future roles for librarians and highlight the unsustainability of the current scholarly communications model as well as uncertain factors related to the political, social, technical, and demographic issues facing campuses. Given the changes institutions face, scenarios allow directors to include more uncertainty when developing and articulating a vision. These scenarios may start a discussion, before a strategic planning process, to sharpen the evaluations and measures necessary to monitor achievements that define the value of the library.

The purpose of this paper is to investigate a possible business model for telecom operators for entering the IPTV (digital television) market.

The approach takes the form of a case study, literature search and interviews.

The IPTV business model always has to adjust to the change of external factors and uncertainties in the exploration and the exploitation phase. The four scenarios presented in this paper explicitly address the demand, regulatory and competition‐related uncertainties. The scenarios represent the different future possibilities in terms of regulatory environment, industry structure and consumer attitudes towards (IP)TV service. By choosing the right business model, telecom operators can sustain the market competition and deliver customer value and economic benefits. In the light of limited resources, when balancing the requirement of IPTV business model design, telecom operators have to focus on the critical design issues in each of the scenarios.

This is a one‐case study, so no cross‐analysis with other cases was possible.

The research does not stop when the critical design issues have been analysed, but takes them a step further to shed light on the viability of the business model in an exploration phase. This is done by integrating the business model framework analysis with scenario analysis. Scenario analysis indicates various future possibilities and provides a platform for analyzing the decisions regarding critical design issues that have to be made in an uncertain future environment. The competing views on future developments are helpful in reducing the future uncertainties with regard to viability and feasibility of business models for IPTV.

This is one of the first studies that looks into the relationships between business models and scenarios. Also, the application on IPTV is quite novel.

Information and communication technology (ICT) is increasingly being used in the home environment, making it a very important and interesting research topic for communication scientists. Future developments will influence the way and the extent to which ICT will be used in the home environment and therefore the way people look for information, communicate, make use of entertainment services and carry out transactions. However, it is still very difficult to make meaningful and accurate forecasts with regard to the possible future use and acceptance of ICT in people’s homes. Important reasons are, for example, that more and more market parties are involved in the development of innovative ICT products and services. This makes developments more complex and the outcomes more uncertain. Furthermore, consumers play an important role in the development of new ICT‐based information, communication, transaction and entertainment services. Since a precise prediction of the possible use of ICT in domestic environments in 2010 is hard to make, other methods of futures research must be used. Combining technological forecasting with scenario thinking is such a research method, whereon, technological forecasting shows the major trends in the specific technology domain, while scenarios cover the possible future worlds. By giving end‐users a central place in these scenarios, the diversity of the use and acceptance of innovative products and services is captured. Thus, the addition of scenarios to the technology trends gives insight into the possibilities (and impossibilities) of new ICT‐technologies and the way they may be used in the home environment.

The purpose of this paper is to propose the idea of linking the use of the Monte Carlo simulation with scenario planning to assist strategy makers in formulating strategy in the face of uncertainty relating to service quality gaps for life insurance business, where discontinuities always remain for need‐based selling.

The paper reviews briefly some applications of scenario planning. Scenario planning emphasizes the development of a strategic plan that is robust across different scenarios. The paper provides considerable evidence to suggest a new strategic approach using Monte Carlo simulation for making scenario planning.

The paper highlights which particular service quality gap attribute as risk impacts most and least for the possibility of occurrences as best case, worst case, and most likely case.

This study suffers from methodological limitations associated with convenience sampling and anonymous survey‐based research.

The approach using Monte Carlo simulation increases the credibility of the scenario to an acceptable level, so that it will be used by managers and other decision makers.

The paper provides a thorough documentation on scenario planning upon studying the impact of risk and uncertainty in service quality gap for making rational decisions in management of services such that managers make better justification and communication for their arguments.

The paper offers empirical understanding of the application of Monte Carlo simulation to scenario planning and identifies key drivers which impact most and least on service quality gap.