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Firms have begun to introduce virtual agents (VAs) in service encounters, both in online and offline environments. Such VAs typically resemble human frontline employees in several ways (e.g. the VAs may have a gender and a name), which indicates the presence of an assumption by VA designers – and by firms that employ them – that VA humanness is a positively charged characteristic. This study aims to address this assumption by examining antecedents to perceived humanness in terms of attribution of agency, emotionality and morality, and the impact of perceived humanness on customer satisfaction.

A questionnaire was distributed online to participants who had been interacting with existing VAs, and they were asked to focus on one of them for this study. The questionnaire comprised measures of antecedents to perceived humanness of VAs, perceived humanness per se and customer satisfaction. A structural equation modeling approach was used to assess associations between the variables.

Attributions of agency, emotionality and morality to VAs contributed positively to the perceived humanness of the VAs, and perceived humanness was positively associated with customer satisfaction.

Additional humanness capabilities should be explored in further research.

Firms using VAs in service encounters should make attempts to maximize perceived VA humanness, and this study shows that it may be beneficial if such attempts comprise signals that VAs have agency, emotionality and morality.

By examining VAs in terms of a set of fundamental human capabilities, the present study contributes to existing research on human–VA service encounters, which to date has focused on more superficial VA characteristics (such as if the VA has a face and gender).

Service robots are expected to become increasingly common, but the ways in which they can move around in an environment with humans, collect and store data about humans and share such data produce a potential for privacy violations. In human-to-human contexts, such violations are transgression of norms to which humans typically react negatively. This study examines if similar reactions occur when the transgressor is a robot. The main dependent variable was the overall evaluation of the robot.

Service robot privacy violations were manipulated in a between-subjects experiment in which a human user interacted with an embodied humanoid robot in an office environment.

The results show that the robot's violations of human privacy attenuated the overall evaluation of the robot and that this effect was sequentially mediated by perceived robot morality and perceived robot humanness. Given that a similar reaction pattern would be expected when humans violate other humans' privacy, the present study offers evidence in support of the notion that humanlike non-humans can elicit responses similar to those elicited by real humans.

The results imply that designers of service robots and managers in firms using such robots for providing service to employees should be concerned with restricting the potential for robots' privacy violation activities if the goal is to increase the acceptance of service robots in the habitat of humans.

To date, few empirical studies have examined reactions to service robots that violate privacy norms.

This study aims to examine humans’ reactions to service robots’ display of warmth in robot-to-robot interactions – a setting in which humans’ impressions of a service robot will not only be based on what this robot does in relation to humans, but also on what it does to other robots.

Service robot display of warmth was manipulated in an experimental setting in such a way that a service robot A expressed low versus high levels of warmth in relation to another service robot B.

The results indicate that a high level of warmth expressed by robot A vis-à-vis robot B boosted humans’ overall evaluations of A, and that this influence was mediated by the perceived humanness and the perceived happiness of A.

Numerous studies have examined humans’ reactions when they interact with a service robot or other synthetic agents that provide service. Future service encounters, however, will comprise also multi-robot systems, which means that there will be many opportunities for humans to be exposed to robot-to-robot interactions. Yet, this setting has hitherto rarely been examined in the service literature.

In this world of complexity, disruption, multi-layered crises and insecurity, people seek orientation, stability and meaning. This desire exists in everyday life, in working environments and even more in vacation time. Therefore, the way we see the world and how we interact with each other and with nature should also be reflected by tourist destinations. ‘Destination Conscience’ seems to be a promising conception that offers the desired contemporary design of destination realities and travel experiences. Accordingly, destinations and their products should be characterised by authenticity, meaning, sensitivity and humaneness on all levels. In this chapter, the concept of ‘integral ecology’ as a holistic worldview and new paradigm is presented. Integral ecology can be a source of perception and wisdom that enriches the ‘conscience’ of a destination and all its actors. Hence, this chapter addresses the question of how integral ecology can contribute to Destination Conscience. The essay uses the methods of literature review, application, transfer and case study.

Firstly, the concept of integral ecology will be presented. In the second part, this worldview will be applied to destinations. The enrichment of Destination Conscience by the principles of integral ecology can manifest in the destination's self-image and in the interaction in business relations and business actions. It can find expression in the operational management, organisation and development of a destination and in the design of the touristic services and products. In the third part, the case study of a Catholic monastery in the Altmühltal will be presented for further illustration.

The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers.

This paper uses a conceptual approach that is rooted in the service, robotics and AI literature.

The contribution of this paper is threefold. First, it provides a definition of service robots, describes their key attributes, contrasts their features and capabilities with those of frontline employees, and provides an understanding for which types of service tasks robots will dominate and where humans will dominate. Second, this paper examines consumer perceptions, beliefs and behaviors as related to service robots, and advances the service robot acceptance model. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level.

This paper helps service organizations and their management, service robot innovators, programmers and developers, and policymakers better understand the implications of a ubiquitous deployment of service robots.

This is the first conceptual paper that systematically examines key dimensions of robot-delivered frontline service and explores how these will differ in the future.

This study answers the call for research and theorising exploring ethical communication and brand risk from the African continent. The study's purpose was to identify the challenges that strategic communication practitioners face in enacting ethical crisis communication in South Africa.

The researchers conducted ten in-depth interviews with South African strategic communication professionals.

The dominant theme emerging from the study is the marginalisation and exclusion of the communication function in decision-making during crisis situations. Communicators were viewed as implementers, technicians and not strategic counsel. The protection of organisational reputation was done at the expense of the ethics and moral conscience of practitioners. Practitioners were viewed and deployed as spin doctors and tools to face unwanted media interactions.

The article sheds light on the concepts of ethical communication and decision-making in a multicultural African context using the moral theory of Ubuntu and strategic communication. It demonstrates the tension professionals experience as they toggle between unethical capitalist approaches and African values. The practitioner's role as organisational moral conscience is hindered, suppressed and undermined by organisational leadership's directives to use opaque, complex communication, selective transparency and misrepresentation of facts.

To identify the Transcendental Essence of Humanity, the purpose of this paper is to describe in brief what kind of research became possible when the theory of, e.g. autopoiesis, Husserl’s Transcendental Consciousness and the theory of Rhodes and Thame came together to form a “transcendental” interview methodology.

Critical conceptual implications are drawn to form a new research method to explore a de-subjectified inner domain and to search for a possible common essence of humanity.

A Transcendental Emotional Reference was found practically alien to contemporary perspectives. Still, the reference governs the emotional structure of human experience. This different perspective answers basic questions of morality, organization theory and leadership.

The findings of the new research open a new and transparent perspective answering Grey’s question: “What is it to be human?” (Grey, p. 47, 2014.) A perspective shedding new light on the humanities. A research limitation is the number of respondents. Still, being transcendental the findings are theoretically valid for all.

The paper is based on a unique research enabling 32+ (ongoing research) respondents to explore their own and universally shared Transcendental domain.

This paper aims to highlight the ethical implications of the adoption of Fourth Industrial Revolution (4IR) technologies, particularly artificial intelligence (AI), for humanity. It proposes a virtues approach to resolving ethical dilemmas.

The research is based on a review of the relevant literature and empirical evidence for how AI is impacting individuals and society. It uses a taxonomy of human attributes against which potential harms are evaluated.

The technologies of the 4IR are being adopted at a fast pace, posing numerous ethical dilemmas. This study finds that the adoption of these technologies, driven by an Enlightenment view of progress, is diminishing key aspects of humanity – moral agency, human relationships, cognitive acuity, freedom and privacy and the dignity of work. The impact of AI algorithms is also shown, in particular, is shown to be distorting the view of reality and threatening democracy, in part due to the asymmetry of power between Big Tech and users. To enable humanity to be masters of technology, rather than controlled by it, a virtues-based approach should be used to resolve ethical dilemmas, rather than utilitarian ethics.

Further investigation is required to provide more empirical evidence of the harms to humanity of some 4IR technologies cited, such as virtual and augmented reality, manipulative algorithms and toy robots on children and adults and the reality of re-skilling where jobs are lost through automation.

This paper provides a framework for evaluating the impact of some 4IR technologies of humanity and an approach to resolving ethical dilemmas.

Most of the concerns surrounding 4IR technologies, and in particular AI, tend to focus on human rights issues. This paper shows that there are other significant harms to what it means to be a human being from 4IR technologies that will have a profound impact on society if not adequately addressed.

The author is not aware of any other work that uses taxonomy of AI applications and their different impacts on humanity. The proposal to use virtues as a means to resolve ethical dilemmas is also novel in regard to AI.

The purpose of this study is to enhance the understanding of Japanese Lean management principles in South African contexts using Ubuntu, to improve buy-in during Lean implementation.

A scoping systematic literature review (SLR) was used to investigate the correlations and variations between Lean management principles and Ubuntu management principles.

Both similarities and differences were discovered between Ubuntu and Lean. It was noted that Lean adopts principles that do not have corresponding Ubuntu principles, such as levelling out workload, continuous process flow, stopping to fix the problem and visual management.

While this research only used a South African concept (Ubuntu) to develop a novel Lean analogy, future research could be pursued in a similar vein for other countries outside of Japan.

The similarities could assist in “translating” Lean concepts to a South African context, ergo improving the understanding of the Lean principles and possibly contributing to more successful Lean implementations.

To the researcher’s knowledge at time of publication, this study is the first comparison of these two management philosophies. Ergo, the Lean–Ubuntu analogy is a novel comparison of Lean.

The purpose of this paper is to offer a humanistic perspective on practice and prompts us to think about some of the implications for a more connected perspective on work and learning.

This paper takes literary and metaphoric approach to discussion to evoke and engage the audience. It uses the primary device of the thriving of forests to prompt reflection.

This paper prioritises concepts of sustainability and responsibility and aims to prompt the reader in thinking about connectedness in relation to their own life and work.

This paper attempts to challenge an overly economic concept of work and learning, and offers an alternative humanistic metaphor to evoke and engage the reader. It values and encourages an experimental form of writing.