Synthesizing the state-of-the-art of human-robot interaction for designing the organizational frontline OF the future

Marah Blaurock*, Martina Čaic, Mehmet Okan, Alexander P. Henkel

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference Abstract/Poster in proceedingAcademicpeer-review

Abstract

Service robots are increasingly deployed in the organizational frontline and serviceresearch is beginning to unravel the implications for customer-firm interactions. However, human-robot interaction is not a ground zero. Other fields, such as human-computer interaction (HCI) and psychology have amassed a wealth of empirical findings that can inform service research and provide a head-start in successfully designing the future of service interactions. To this end, the underlying paper reports a systematic literature review across academic disciplines, evaluating more than 10,000 research articles. Through a rigorous, iterative coding process, 175 articles with direct implications for service interactions are identified. On the basis of this dataset a comprehensive framework and a future research agenda on service robots in the organizational frontline in different service contexts are developed. Service researchers and managers benefit by understanding when and how to implement various types of social robots in different service settings and what relationships still need to be investigated.
Original languageEnglish
Title of host publication16th International Research Conference in Service Management
Subtitle of host publicationLa Londe Conference 2020, June 2nd-5th, 2020, Proceedings
Place of PublicationMarseille
PublisherAix-Marseille Université
Pages17-17
Number of pages1
Publication statusPublished - Jun 2020
Event16th International Research Conference in Service Management - La Londe les Maures, France
Duration: 2 Jun 20205 Jun 2020

Conference

Conference16th International Research Conference in Service Management
Abbreviated titleLa Londe Conference 2020
CountryFrance
CityLa Londe les Maures
Period2/06/205/06/20

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    Blaurock, M., Čaic, M., Okan, M., & Henkel, A. P. (2020). Synthesizing the state-of-the-art of human-robot interaction for designing the organizational frontline OF the future. In 16th International Research Conference in Service Management: La Londe Conference 2020, June 2nd-5th, 2020, Proceedings (pp. 17-17). Aix-Marseille Université. https://iae-aix.univ-amu.fr/sites/iae-aix.univ-amu.fr/files/la_londe_proceedings_2020_2.pdf