scholarly journals Brave new world: service robots in the frontline

2018 ◽  
Vol 29 (5) ◽  
pp. 907-931 ◽  
Author(s):  
Jochen Wirtz ◽  
Paul G. Patterson ◽  
Werner H. Kunz ◽  
Thorsten Gruber ◽  
Vinh Nhat Lu ◽  
...  
Keyword(s):  
Service Sector ◽  
Industrial Revolution ◽  
Service Industries ◽  
Service Robots ◽  
Service Robot ◽  
Management Service ◽  
Conceptual Approach ◽  
Content Type ◽  
Wide Range ◽  
The Future

Purpose The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers. Design/methodology/approach This paper uses a conceptual approach that is rooted in the service, robotics and AI literature. Findings The contribution of this paper is threefold. First, it provides a definition of service robots, describes their key attributes, contrasts their features and capabilities with those of frontline employees, and provides an understanding for which types of service tasks robots will dominate and where humans will dominate. Second, this paper examines consumer perceptions, beliefs and behaviors as related to service robots, and advances the service robot acceptance model. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level. Practical implications This paper helps service organizations and their management, service robot innovators, programmers and developers, and policymakers better understand the implications of a ubiquitous deployment of service robots. Originality/value This is the first conceptual paper that systematically examines key dimensions of robot-delivered frontline service and explores how these will differ in the future.

scholarly journals How will service robots redefine leadership in hotel management? A Delphi approach

2020 ◽  
Vol 32 (6) ◽  
pp. 2217-2237 ◽  
Author(s):  
Shi Xu ◽  
Jason Stienmetz ◽  
Mark Ashton
Keyword(s):  
Resource Management ◽  
Human Resource Management ◽  
Human Resource ◽  
Leadership Role ◽  
Service Robots ◽  
Service Robot ◽  
Robotic Technology ◽  
Content Type ◽  
Delphi Approach ◽  
The Future

Purpose Using the Delphi technique, this paper aims to investigate how human resource experts perceive service robots will impact leadership and human resource management in the hospitality industry. Design/methodology/approach A three-stage Delphi study with hotel industry human resource experts was conducted to identify the key trends and major challenges that will emerge in the next ten years and how leaders should deal with the challenges brought about by service robot technologies. Findings The results show that while service robots are anticipated to increase efficiency and productivity of hotel activities, they may also pose challenges such as high costs, skill deficits and significant changes to the organizational structure and culture of hotels. Therefore, the anticipated applications and integration of robotic technology will require leaders of the future to carefully consider the balance between the roles of service robots and human employees in the guest experience and to nurture a work environment that embraces open-mindedness and change. Originality/value This is the first type of study to examine hospitality leadership and human resource management in the context of robotized hotels. This study has taken an important step to understand the leadership role in robotized hotels from a human resource perspective and brings clarity as to how robotic technology can influence leadership in the future workplace.

Professional and Personal Service Robots

2019 ◽  
pp. 95-117
Author(s):  
Teresa T. Zielinska
Keyword(s):  
Middle Ages ◽  
Industrial Revolution ◽  
Statistical Data ◽  
Service Robots ◽  
Service Robot ◽  
Future Trends ◽  
Short History ◽  
Personal Service ◽  
The Future ◽  
History Of

The short history of service robots with its precursors is presented. The definitions of service robot are discussed with some statistical data. The history of service robots summarizes the ancient period with robot precursors, the middle ages and the period of industrial revolution. The representative examples of different kinds of service robots built in the XX c. and XXI c. are given. The article is concluded focusing on the future trends.

Professional and Personal Service Robots

2016 ◽  
Vol 4 (1) ◽  
pp. 63-82 ◽  
Author(s):  
Teresa Zielinska
Keyword(s):  
Middle Ages ◽  
Industrial Revolution ◽  
Statistical Data ◽  
Service Robots ◽  
Service Robot ◽  
Future Trends ◽  
Short History ◽  
Personal Service ◽  
The Future ◽  
History Of

The short history of service robots with its precursors is presented. The definitions of service robot are discussed with some statistical data. The history of service robots summarizes the ancient period with robot precursors, the middle ages and the period of industrial revolution. The representative examples of different kinds of service robots built in the XX c. and XXI c. are given. The article is concluded focusing on the future trends.

Rise of the machines: examining the influence of professional service robots attributes on consumers’ experience

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yonggui Wang ◽  
Xiaomei Cai ◽  
Changliang Xu ◽  
Jun (Justin) Li
Keyword(s):  
Structural Equation ◽  
Service Sector ◽  
Perceived Value ◽  
Professional Service ◽  
Service Robots ◽  
Sensor Technology ◽  
Service Robot ◽  
Equation Modeling ◽  
Content Type ◽  
Intelligent Robots

Purpose This study aims to explore the antecedents of perceived value and the moderating effect of trust and the relationship between these antecedents and perceived value in the context of the service sector. Design/methodology/approach The multivariate statistical analysis technique of structural equation modeling was used to test the proposed theoretical model. Findings The results indicate that self-efficacy, motivation, social influence, facilitating conditions and emotions have a significant and direct relationship with customers’ perceived value and that trust can enhance the effect of these antecedents on perceived value. These findings have several significant implications for service robot implementation within the service sector. Originality/value With the advancement in artificial intelligence and sensor technology, various industries have launched the practice of deploying intelligent robots to build competitive advantages. The use of intelligent robots to assist with the customer service process and improve consumers’ experience within the service sector is becoming more commonplace.

The robot-to-robot service encounter: an examination of the impact of inter-robot warmth

2021 ◽  
Vol 35 (9) ◽  
pp. 15-27
Author(s):  
Magnus Söderlund
Keyword(s):  
Design Methodology ◽  
Service Robots ◽  
Service Robot ◽  
Service Encounters ◽  
Experimental Setting ◽  
Content Type ◽  
Robot Systems ◽  
Synthetic Agents ◽  
High Level ◽  
The Impact

Purpose This study aims to examine humans’ reactions to service robots’ display of warmth in robot-to-robot interactions – a setting in which humans’ impressions of a service robot will not only be based on what this robot does in relation to humans, but also on what it does to other robots. Design/methodology/approach Service robot display of warmth was manipulated in an experimental setting in such a way that a service robot A expressed low versus high levels of warmth in relation to another service robot B. Findings The results indicate that a high level of warmth expressed by robot A vis-à-vis robot B boosted humans’ overall evaluations of A, and that this influence was mediated by the perceived humanness and the perceived happiness of A. Originality/value Numerous studies have examined humans’ reactions when they interact with a service robot or other synthetic agents that provide service. Future service encounters, however, will comprise also multi-robot systems, which means that there will be many opportunities for humans to be exposed to robot-to-robot interactions. Yet, this setting has hitherto rarely been examined in the service literature.

The futures of the University of Tehran using causal layered analysis

foresight ◽  
2018 ◽  
Vol 20 (4) ◽  
pp. 393-415 ◽  
Author(s):  
Mohammadali Baradaran Ghahfarokhi ◽  
Ali Mohaghar ◽  
Fatemeh Saghafi
Keyword(s):  
Higher Education ◽  
Current System ◽  
Content Type ◽  
Balance Sheets ◽  
Master Plans ◽  
Wide Range ◽  
The Future ◽  
Causal Layered Analysis ◽  
The Times ◽  
The University

PurposeHigher education and universities have faced unprecedented and ubiquitous changes. The University of Tehran or “UT,” as the leading university in Iran, is not immune to these changes. The purposes of this study is to investigate the current situation and future of the UT and gain insights and possible responses to changes that suit its strengths and potential to progress in an increasingly competitive, complex environment with uncertainties. It identifies deep fundamental underpinnings of the issue and highlights them for policymakers to formulate strategies and future vision of the UT.Design/methodology/approachCausal layered analysis (CLA) was applied as a framework and the data collected from different sources such as literature reviews, content analysis of rules, regulations and master plans of the university and coded interviews of four different groups of university stakeholders were analyzed. The current system of UT, as well as hidden beliefs, that maintains traditional perceptions about university was mapped. Next, by applying a new recursive process and reverse CLA order, new CLA layers extracted through an expert panel, the layers of CLA based on new metaphors to envision future of UT were backcasted.FindingsThe results from CLA layers including litany, system, worldview and metaphor about the current statue of UT show disinterest and inertia against changes, conservative, behind the times and traditional perceptions, and indicate that the UT system is mismatched to the needs of society and stakeholders in the future. The authors articulated alternative perspectives deconstructed from other worldviews so there are new narratives that reframe the issues at hand. The results show that to survive in this fast-paced revolution and competition in higher education, UT should develop scenarios and formulate new strategies.Research limitations/implicationsThe authors had limited access to a wide range of stakeholders. As the UT is a very big university with so many faculties and departments, to access a pool of experts and top policymakers who were so busy and did not have time to interview inside and outside of university was very hard for the research team. The authors also had limitation to access the internal enactments and decisions of the trustee board of the UT and the financial balance sheets of the university.Originality/valueIn this paper, by mixing different methods of futures studies, the authors have shown how to move forward while understanding the perspectives of stakeholders about the future of UT by a new recursive process and reverse CLA order. A supplementary phase was added to improve CLA and to validate the method and results, which were ignored in previous studies.

HR’s new role: rethinking and enabling digital engagement

2017 ◽  
Vol 16 (2) ◽  
pp. 60-65 ◽  
Author(s):  
Ravin Jesuthasan
Keyword(s):  
Best Practices ◽  
Digital Technology ◽  
Design Methodology ◽  
Industrial Revolution ◽  
Digital Technologies ◽  
Content Type ◽  
Future Of Work ◽  
The Future ◽  
Digital Engagement ◽  
Practical Implications

Purpose This paper aims to explore how a new industrial revolution with digital technology at its core is disrupting the workplace. It shares how HR has an opportunity to use data and digital technologies to reinvent how organizations engage with their workforce. It answers the question of how HR pivots from its legacy focus on compliance and being a steward of employment to the work and helping the organization strengthen its connection with its workers through improved digital engagement. Design/methodology/approach The paper is based on Willis Towers Watson thought leadership and references recent findings from their research. Findings The paper explores how digital technologies have changed how workers connect with their co-workers and the organization. In addition, it examines how digital technologies are changing how work gets done. Research limitations/implications The paper is not exclusively based on research. Practical implications The paper explores how digital technologies drive engagement, HR’s role as steward of the work and enabler of digital engagement and best practices for enabling digital engagement in the modern workplace. Originality/value This paper fulfills a need to assist HR leaders in thinking through the implications of the future of work and how digital technologies will shape that future.

The prioritization of technologies and public R&D roles between the manufacturing and service industries in the fourth industrial revolution

foresight ◽  
2019 ◽  
Vol 21 (6) ◽  
pp. 680-694 ◽  
Author(s):  
Jinwon Kang ◽  
Jong-Seok Kim ◽  
Seonmi Seol
Keyword(s):  
Artificial Intelligence ◽  
Manufacturing Industry ◽  
Market Failure ◽  
Industrial Revolution ◽  
Service Industry ◽  
Service Industries ◽  
Delphi Survey ◽  
Smart Factory ◽  
Content Type ◽  
Fourth Industrial Revolution

Purpose The purpose of this study is to reveal the similarities and differences between the manufacturing and service industries in their prioritization of technologies and public research and development (R&D) roles, along with the complementation of properties of technology and public R&D role in the context of Fourth Industrial Revolution. Design/methodology/approach Two rounds of Delphi surveys were designed to meet the purpose of this study, which used rigorous triangulation techniques. The Delphi method was combined with the brainstorming method in the first-round Delphi survey, while the second-round Delphi survey focused on experts’ judgments. Finally, language network analysis was performed on the properties of technology and public R&D roles to complement the data analyses regarding prioritization. Findings This study identifies different prioritizations of five similar key technologies in each industry, so that it can note different technological impacts to the two industries in the Fourth Industrial Revolution. Smart factory technology is the first priority in the manufacturing industry, whereas artificial intelligence is the first priority in the service industry. The properties of the three common technologies: artificial intelligence, big data and Internet of things in both industries are summarized in hyper-intelligence on hyper-connectivity. Moreover, it is found that different technological priorities in the service and manufacturing industries require different approaches to public R&D roles, while public R&D roles cover market failure, system failure and government failure. The highest priority public R&D role for the service industry is the emphasis of non-R&D roles. Public R&D role to solve dy-functions, focus basic technologies and support challenging areas of R&D is prioritized at the highest for the manufacturing industry. Originality/value This study of the different prioritizations of technologies in the manufacturing and service industries offers practical lessons for executive officers, managers and policy-makers. They, by noting the different technological impacts in the manufacturing and service industries, can prepare for current actions and establish the priority of technology for R&D influencing the future paths of their industries in the context of the Fourth Industrial Revolution. While managers in the service industry should pay greater attention to the technological content of hyper-intelligence and hyper-connectivity, managers in the manufacturing industry should consider smart factory and robot technology.

scholarly journals “Tourism for all?” Considering social tourism: a perspective paper

2019 ◽  
Vol 75 (1) ◽  
pp. 61-64 ◽  
Author(s):  
Scott McCabe
Keyword(s):  
Design Methodology ◽  
Tourism Industry ◽  
Conceptual Approach ◽  
Content Type ◽  
Concise Overview ◽  
The Future

Purpose This paper aims to outline the context for social tourism as an approach that can help deliver societal goals, such as reducing inequalities, as well as benefits for deserving beneficiaries and the tourism industry. The paper highlights how social tourism can develop in the future. Design/methodology/approach The paper takes a conceptual approach to discuss these issues. Findings This paper finds that there is a great deal of potential for social tourism to contribute to the future sustainability in the tourism industry. Originality/value This paper provides a concise overview of the topic of social tourism and a model that can help researchers and other readers to understand the ways that social tourism can contribute towards a more sustainable and equitable tourism future.

Prospects of the fourth industrial revolution for the hospitality industry: a literature review

2020 ◽  
Vol 11 (3) ◽  
pp. 479-494
Author(s):  
Benjamin Appiah Osei ◽  
Neethiahnanthan Ari Ragavan ◽  
Henry Kofi Mensah
Keyword(s):  
Literature Review ◽  
Hospitality Industry ◽  
Industrial Revolution ◽  
Tourism Industry ◽  
Service Industries ◽  
Future Research ◽  
Content Type ◽  
Fourth Industrial Revolution ◽  
Hospitality And Tourism ◽  
The Impact

Purpose The economy of today has moved toward the fourth industrial revolution (FIR), which is characterized by the adoption of technologies such as cyber-physical systems, internet of things, big data, artificial intelligence and robotics. Globally, there is a lot of awareness created on the influence of the FIR on all industries, including hospitality and tourism. A plethora of studies on FIR have been conducted in the setting of manufacturing industries. Nonetheless, there seems to be in-exhaustive and non-consensual agreement among researchers as to the development and prospects of the FIR for service industries. Therefore, the aim of this paper was to comprehensively review the prospects of the FIR for the hospitality and tourism industry. Design/methodology/approach As a result of the novelty and gaps associated with the FIR in the hospitality literature, the authors explored the concept of FIR using a comprehensive literature review approach. Specifically, this paper reviews existing literature from diverse academic backgrounds, and annotates issues with regard to the evolution and prospects of the FIR for the hospitality industry. Findings Emphatically, the development and principles of FIR were expatiated. Additionally, an exegesis was carried out on the prospects (positives and challenges) of FIR for the hospitality industry. Finally, practical and social implications were also discussed. Originality/value It still remains a discourse among scholars and industry stakeholders as to the prospects of the FIR. This paper clarifies the confusion among researchers and bridges the literature gaps. Moreover, this review serves as a theoretical foundation for future research on the impact of FIR on the hospitality industry.

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