Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences

Technology is rapidly changing the nature of service, customers’ service frontline experiences, and customers’ relationships with service providers. Based on the prediction that in the marketplace of 2025, technology (e.g., service-providing humanoid robots) will be melded into numerous service expe...

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Bibliographic Details
Published in:Journal of service research : JSR 2017-02, Vol.20 (1), p.43-58
Main Authors: van Doorn, Jenny, Mende, Martin, Noble, Stephanie M., Hulland, John, Ostrom, Amy L., Grewal, Dhruv, Petersen, J. Andrew
Format: Article
Language:English
Subjects:
Automation
Customer services
Marketing
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