Recent proliferation of artificial intelligence (AI) in service encounters gives rise to questions
on how consumers respond to these novel technologies. This study seeks to examine the …

In recent years, marketers have placed increased reliance upon artificial intelligence (AI)
and, subsequently, the use of virtual agents in customer service contexts is on the rise …

Purpose Service robots can offer benefits to consumers (eg convenience, flexibility,
availability, efficiency) and service providers (eg cost savings), but a lack of trust hinders …

This study examined the effects of service recovery entities (ie, robot-generated text, robot-
generated voice, and human service employee) on recovery satisfaction through the …

As various types of robots increasingly influence consumers' service experiences,
companies need to consider how to be competitive in this new artificial intelligence and …

Although the general view is that service excellence and cost-effectiveness are in conflict,
there are organizations that achieve both. The term cost-effective service excellence (CESE) …

Purpose–This article discusses the common factors and hindrances of service innovation.
Our purpose is to add a managerial perspective on service innovation. Design/methodology …

Purpose This conceptual paper draws together an interdisciplinary approach to robo-
advisors (RAs) as an example of an early and successful example of automated …

Research Objective: The academic researchers at the Outsourcing Unit (OU) aim to assess
the current and long-term effects of business services automation on client organizations …

Any industrial manufacturer that has not awakened to the fact that it must become a service
business is in serious peril today. Sadly, there are many such businesses—companies that …