Replaced by a Robot: Service Implications in the Age of the Machine

Volume: 24, Issue: 1, Pages: 104 - 121
Published: Feb 1, 2021
Abstract
Service organizations, emboldened by the imperative to innovate, are increasingly introducing robots to frontline service encounters. However, as they augment or substitute human employees with...
Paper Details
Title
Replaced by a Robot: Service Implications in the Age of the Machine
Published Date
Feb 1, 2021
Volume
24
Issue
1
Pages
104 - 121
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