However, despite technological advances, customer service chatbots frequently reach their limits in customer interactions.
> Originality/value – This is the first conceptual article that systematically examines key dimensions of robot-delivered frontline service and explores how these will differ in the future.Ĭhatbots are increasingly used to provide customer service. > Practical implications – This article 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. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level. Second, this article examines consumer perceptions, beliefs and behaviors as related to service robots, and advances the service robot acceptance model (sRAM). 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. > Findings – The contribution of this article is threefold. > Design/methodology/approach – This paper uses a conceptual approach that is rooted in the service, robotics, and AI literature. This conceptual paper explores the potential role service robots will play in the future and advances a research agenda for service researchers.
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. Purpose – 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 18th century.
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