The Robotic-Human Service Trilemma: the challenges for well-being within the human service triad
C Phillips, R Russell–Bennett… - Journal of Service …, 2023 - emerald.com
Purpose The human service triad (ie the relationship between the customer, frontline
employee (FLE) and managerial employee) experiences a range of well-being challenges …
employee (FLE) and managerial employee) experiences a range of well-being challenges …
AI and robotics in the European restaurant sector: Assessing potentials for process innovation in a high-contact service industry
K Blöcher, R Alt - Electronic Markets, 2021 - Springer
The restaurant technology market is rapidly evolving and is transforming the restaurant
business as a significant sector of tourism and hospitality. Enabled by artificial intelligence …
business as a significant sector of tourism and hospitality. Enabled by artificial intelligence …
Frontline cyborgs at your service: How human enhancement technologies affect customer experiences in retail, sales, and service settings
Human enhancement technology (HET) is advancing a host of industries, yet it remains
limited in its retail, sales, and service applications. Soon, however, these technologies …
limited in its retail, sales, and service applications. Soon, however, these technologies …
Conscious empathic AI in service
H Esmaeilzadeh, R Vaezi - Journal of Service Research, 2022 - journals.sagepub.com
Recent advances in artificial intelligence (AI) have achieved human-scale speed and
accuracy for classification tasks. Current systems do not need to be conscious to recognize …
accuracy for classification tasks. Current systems do not need to be conscious to recognize …
Employee-(ro) bot collaboration in service: an interdependence perspective
Purpose Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is
expected to play a vital role in service delivery in these increasingly disrupted times. Firms …
expected to play a vital role in service delivery in these increasingly disrupted times. Firms …
Information and communication theoretical understanding and treatment of spinal cord injuries: State-of-the-art and research challenges
Among the various key networks in the human body, the nervous system occupies central
importance. The debilitating effects of spinal cord injuries (SCI) impact a significant number …
importance. The debilitating effects of spinal cord injuries (SCI) impact a significant number …
Robo-advisors (RAs): the programmed self-service market for professional advice
MN Wexler, J Oberlander - Journal of Service Theory and Practice, 2021 - emerald.com
Purpose This conceptual paper draws together an interdisciplinary approach to robo-
advisors (RAs) as an example of an early and successful example of automated …
advisors (RAs) as an example of an early and successful example of automated …
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service
The use of digital employees (DEs)—chatbots powered by artificial intelligence (AI)—is
becoming increasingly common in the service industry. However, it is unclear whether …
becoming increasingly common in the service industry. However, it is unclear whether …
How Artificial Intelligence enhances human learning abilities: opportunities in the fight against Covid-19
This paper widens the focus on how artificial intelligence (AI) can foster the learning abilities
of human actors, adopting a wider view with respect to a strict focus on tasks and activities …
of human actors, adopting a wider view with respect to a strict focus on tasks and activities …
Delight spirals: the cause and consequence of employee perceived customer delight
Purpose With increasing competition in the marketplace, there is a greater push for
exceeding customer expectations and delivering customer delight to ensure firm's success …
exceeding customer expectations and delivering customer delight to ensure firm's success …