Frontline Service Technology infusion: conceptual archetypes and future research directions
By Arne De Keyser, Sarah Köcher, Linda Alkire (née Nasr), C. Verbeeck, Jay Kandampully. Journal of Service Management, 2019
297 citations recorded by the source corpus.
PurposeSmart technologies and connected objects are rapidly changing the organizational frontline. Yet, our understanding of how these technologies infuse service encounters remains limited. Therefore, the purpose of this paper is to update existing classifications of Frontline Service Technology (FST) infusion. Moreover, the authors discuss three promising smart and connected technologies – conversational agents, extended reality (XR) and blockchain technology – and their respective implications for customers, frontline employees and service organizations.Design/methodology/approachThis paper uses a conceptual approach integrating existing work on FST infusion with artificial intelligence, robotics, XR and blockchain literature, while also building on insights gathered through expert interviews and focus group conversations with members of two service research centers.FindingsThe authors define FST and propose a set of FST infusion archetypes at the organizational frontline. Additionally, the authors develop future research directions focused on understanding how conversational agents, XR and blockchain technology will impact service.Originality/valueThis paper updates and extends existing classifications of FST, while paving the road for further work on FST infusion.
Subfields: Artificial Intelligence, Marketing
View Paper: https://www.semanticscholar.org/paper/e29b1e155e85d592b78b5f98a0b31aa2c2eae6cd
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Citations in the corpus
- Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, background): “Contrasting these three loci is especially important given the hybrid constellations of humans and technology in which future services will be delivered (De Keyser et al., 2019; Larivi ere et al., 2017;Wirtz et al., 2018).”
- A systematic literature review on the impact of artificial intelligence on workplace outcomes: A multi-process perspective (2021, unknown): “We ran a keyword search on titles, abstracts, and keywords, in line with previous practice (Christofi, Vrontis, Thrassou, & Shams, 2019; De Keyser, K ¨ ocher, Alkire, Verbeeck, & Kandampully, 2019; Foss & Saebi, 2017).”
- Service robot implementation: a theoretical framework and research agenda (2019, background): “Some customers engage directly with technology; others might interact with an employee who is being assisted by technology, running backstage (De Keyser et al., 2019).”