scholarly journals Rise of the Machines? Customer Engagement in Automated Service Interactions

2021 ◽  
Vol 24 (1) ◽  
pp. 3-8
Author(s):  
Linda D. Hollebeek ◽  
David E. Sprott ◽  
Michael K. Brady

Artificial intelligence (AI) is likely to spawn revolutionary transformational effects on service organizations, including by impacting the ways in which firms engage with their customers. In parallel, customer engagement (CE), which reflects customer interactions with brands, offerings, or firms, has risen to the top of many managers’ strategic wish lists in the last decade. However, despite literature-based advances made in both areas, AI and CE are largely investigated in isolation to date, yielding a paucity of insight into their interface. In response to this gap, this Special Issue offers a pioneering exploration of CE in automated or AI-based service interactions. Our editorial first reviews AI’s Industry 4.0 underpinnings, followed by an important AI typology that comprises robotic process automation (RPA), machine learning (ML), and deep learning (DL) applications. We then offer a high-level synopsis of existing CE research, followed by the development of a set of integrative propositions of CE in automated service interactions. Next, we introduce the Special Issue papers, which feature particular RPA, ML, or DL applications. We conclude with an overview of further research avenues in this growing area, which has the potential to develop into a powerful service research substream in the coming years.

2018 ◽  
Vol 22 (1) ◽  
pp. 3-7 ◽  
Author(s):  
Benjamin Schneider ◽  
David E. Bowen

This commentary heartily endorses the organizational frontlines (OF) construct proposed in the special issue of Journal of Service Research. The central goal of the commentary is to facilitate the interdisciplinary focus of the OF construct so appropriately emphasized in the special issue by focusing in on the role of people throughout a service organization. We emphasize in particular how people are involved in every facet of the service organization that eventually impacts the OF including, via the sociotechnical systems construct, the development and implementation of technology used at the frontlines. A three-tier view of service organizations is summarized that includes customers, employees, and management (coordination) tiers—and their interactions especially vis-à-vis the boundary tier (frontlines) of service organizations. In addition, we summarize three contextual human facets of service organizations that impact what happens at the frontlines that were relatively underemphasized in the special issue: service climate, internal service, and the strength of human resource management systems. Finally, we note the importance of attending, through research and practice, to the changes in the roles of people as technology plays an increasing role in many service delivery systems.


2020 ◽  
pp. 109467052097768
Author(s):  
Linda D. Hollebeek ◽  
V. Kumar ◽  
Rajendra K. Srivastava

Despite the significant strides made in the customer engagement literature, the need to understand any marketing actor’s engagement (vs. merely the customer’s) is increasingly recognized. Therefore, the budding actor engagement (AE) concept, which is commonly grounded in S-D logic, describes any marketing actor’s engagement, including that of customers, firms, employees, suppliers, and so on. However, while S-D logic-informed AE offers important insight into actors’ mutual value creation, it largely overlooks the sociopolitical notions that (a) actors’ potentially diverging goals may see them act against (vs. pro) focal others’ interests and (b) different actors may extract differing levels of value from interactions, as advanced in stakeholder theory. Based on these gaps, we extend existing AE research by developing integrative stakeholder theory/S-D logic-informed stakeholder engagement (SE). We deduce five core SE tenets, from which we conceptualize SE as a stakeholder’s state-based, boundedly volitional resource endowment in his/her role-related interactions, activities, and/or relationships. We conclude this article by discussing important implications that arise from our analyses and by identifying avenues for further research.


CounterText ◽  
2016 ◽  
Vol 2 (2) ◽  
pp. 217-235
Author(s):  
Gordon Calleja

This paper gives an insight into the design process of a game adaptation of Joy Division's Love Will Tear Us Apart (1980). It outlines the challenges faced in attempting to reconcile the diverging qualities of lyrical poetry and digital games. In so doing, the paper examines the design decisions made in every segment of the game with a particular focus on the tension between the core concerns of the lyrical work being adapted and established tenets of game design.


2020 ◽  
Vol 35 ◽  
Author(s):  
Arina Alexandra Muresan

The Second High-Level United Nations (UN) Conference on South-South Cooperation (also known as BAPA+40), held in Buenos Aires, Argentina, from 20 to 22 March 2019, promised to reinvigorate efforts to further achieve and implement South-South cooperation (SSC). Forty years on, the Global South is shaping its image as a solutions provider. Immense strides have been made in improving access to allow a multitude of state and non-state actors to cooperate, while broadening and deepening modes of cooperation and facilitating the exchange of knowledge and transfer of technology, thus moving beyond the simplistic view that developing countries require aid to function and move forward. However, noting these symbolic strides, the Global South should move forward by building understanding of monitoring and evaluation (M&E) frameworks; integrating multi-stakeholder models; improving the visibility of peace and security in South-South programming; and building effective communications systems.


Author(s):  
Nataliya Ryvak ◽  
Anna Kernytska

In this paper, digital technologies development was analyzed as the basis for the so-called “fourth industrial revolution” with the potential for the qualitative transformation of the Ukrainian economy based on EU countries’ experience. Industry 4.0 is a new control chain over the entire chain of creating value throughout the product lifecycle. When developing an economic policy, it is important to pay attention to Industry 4.0. It increases productivity, produces new, better, and individualized products, and implements new business models based on “undermining” innovations. A comparative analysis of national initiatives I4.0 with their characteristics according to the main dimensions, including funding, focus, direction, was conducted. Particular attention was paid to considering deterrents to the successful implementation and enforcement of the I4.0 initiative in European countries. The factors of successful implementation of I4.0 initiatives in the EU countries were analyzed. Drawing on the analysis of the European experience of digital transformations in industry and national economies in general, the necessity of critical focus of such transformations in Ukraine was highlighted, and the need for state support of industrial transformation was substantiated. The emphasis was placed on the cooperation development between stakeholders within the implementation of Industry 4.0 – it is necessary to create national and regional 4.0 platforms, following the example of EU countries, which would bring together government institutions, businesses, and academics. The successful positioning of the Ukrainian modern industrial complex on the world markets depends on the high level of the interconnected system providing factors that characterize its development process. Considering the influence of a list of inhibiting factors on implementing the country’s industry accelerated development, a set of measures needed to transform Ukraine’s industry based on European experience was substantiated.


Author(s):  
Дмитрий Рубвальтер ◽  
Dmitry Rubvalter ◽  
Александр Либкинд ◽  
Alexander Libkind ◽  
Валентина Маркусова ◽  
...  

A multidimensional analysis of the state of Russian studies on the education issues over 1993–2016 was carried out based on the materials of the data contained in the Web of Science (SSCI, A & HCI and SCI-E databases). There were determined the dynamics and trends of a number of relevant indicators, such as the number of Russian publications by year, the share of these publications in the global flow of publications on education issues, the dynamics of the share of publications made in co-authorship with foreign colleagues, etc. A number of distributions of Russian publications on educational issues was compiled and analyzed: by journals, by Russian regions and cities, by organizations and authors of the publications. It was found that most of these distributions were characterized by a high level of non-uniformity. A list of journals (125 titles) in which Russian works on education issues had been published was compiled. Russian organizations (308) and domestic researchers (about two thousand) engaged in studying the issues of education were identified. It was discovered that more than 200 organizations and about 400 academicians from 60 foreign countries had participated in Russian studies on the education issues.


1944 ◽  
Vol 151 (1) ◽  
pp. 70-86
Author(s):  
W. Littlejohn Philip

The paper is limited to the application of hydraulic power to lathes designed for shell making although, in the author's opinion, there is an immense field for the application of the same principles in other directions. Self-contained hydraulic machine tools have been dealt with by Mr. H. C. Town,† but in the system to be described all the machines are operated from a central hydraulic plant. Three complete installations on this principle have been established by the author, and the present paper contains an account of this work from the first experiments in 1915 until about four years ago. The first plant was constructed in 1915 for the production of 3·29-inch shells, known as “18-pounders”, from the solid bar. The output was 2,000 shells per week of 135 hours, with girl operators working on three shifts. The second plant was put down in 1916–17 for an output of 500 9·2-inch howitzer shells per week of 135 hours, also with girls working on three shifts. The third plant is of recent design. It was started in 1938 for the production of 3·45-inch shells, known as “25-pounders”; and was laid out for an output of 1,000 shells per week of 47 hours. This plant included four types of hydraulic lathes which the author was engaged to design for the War Office. Soon after the commencement of the last war in 1914 it became evident that shell production would have to be greatly increased, and engineering firms were pressed to take up shell manufacture. The author, on behalf of his firm, undertook to help in the movement, and he at once set about the construction of some simple machines for the job. These conformed on general lines to the practice of the period as regards design and operation. He soon realized, however, that drastic changes would have to be made if production was to reach the high level that circumstances demanded. Although quite familiar with hydraulic machinery of various types and of many applications in presses and certain types of heavy tools, he was not aware of any instance in which hydraulic power had been applied to the movements of a lathe. It appeared to him, nevertheless, that it would be possible to construct a very useful machine on these lines, and he accordingly started immediately to carry out experiments and to prepare designs. It was considered essential that machines for the duty which the author had in mind should be much heavier and more rigid than the ordinary machines of the time, so that they should be free from vibration and “chatter” or spring with the heaviest possible cutting. The standard of rigidity aimed at was that which would permit a half-crown coin to remain balanced on edge on the moving saddle or turret while the tools were making the heaviest cuts. This object was achieved, and the demonstration was frequently made in the presence of those who came to see the lathes at work.


2021 ◽  
Vol 11 (13) ◽  
pp. 5975
Author(s):  
Ana María Camacho ◽  
Eva María Rubio

The Special Issue of the Manufacturing Engineering Society 2020 (SIMES-2020) has been launched as a joint issue of the journals “Materials” and “Applied Sciences”. The 14 contributions published in this Special Issue of Applied Sciences present cutting-edge advances in the field of Manufacturing Engineering focusing on advances and innovations in manufacturing processes; additive manufacturing and 3D printing; manufacturing of new materials; Product Lifecycle Management (PLM) technologies; robotics, mechatronics and manufacturing automation; Industry 4.0; design, modeling and simulation in manufacturing engineering; manufacturing engineering and society; and production planning. Among them, the topic “Manufacturing engineering and society” collected the highest number of contributions (representing 22%), followed by the topics “Product Lifecycle Management (PLM) technologies”, “Industry 4.0”, and “Design, modeling and simulation in manufacturing engineering” (each at 14%). The rest of the topics represent the remaining 35% of the contributions.


2018 ◽  
Vol 226 ◽  
pp. 02027
Author(s):  
Irina Cherunova ◽  
Elena Yakovleva ◽  
Ekaterina Stefanova

The article represents trends and results of world investigations for safety of textile materials for humans and environment. The algorithm for identification of potential influence vector of chemical emissions from textile and the environmentally aimed methods based on the alternative chemical substances for textile wet processing were presented. Using the procedure for oleophobic effect determination, the oil resistance levels of a number of modern fabrics for clothes were established. The experimental research results of the oil products concentration in the textile materials after chemical treatment based on the method of the capillary gas chromatography were presented. It was found out that hydrocarbons from C14H30 Tetradecane to С36Н74 Hexatriacontane are the main components with high level of contaminants concentration. The average values of hydrocarbon concentration on the cleaned up samples for the main areas of the clothe surface were determined. Accumulation of residual contaminations, based on saturated hydrocarbons (С17Н36 – С25Н52 block) and related special-purpose clothes areas, was identified. Recommendations for target-oriented correlation of the clothes protective properties were proposed. UWO (unified work order). The research was made in Don State Technical University within the framework of State Assignment of the Ministry of education and science of Russia under the project 11.9194.2017/BCh.


2013 ◽  
Vol 394 (1) ◽  
pp. 89-95 ◽  
Author(s):  
Mamta Jaiswal ◽  
Eyad Kalawy Fansa ◽  
Radovan Dvorsky ◽  
Mohammad Reza Ahmadian

Abstract Major advances have been made in understanding the structure, function and regulation of the small GTP-binding proteins of the Rho family and their involvement in multiple cellular process and disorders. However, intrinsic nucleotide exchange and hydrolysis reactions, which are known to be fundamental to Rho family proteins, have been partially investigated in the case of RhoA, Rac1 and Cdc42, but for others not at all. Here we present a comprehensive and quantitative analysis of the molecular switch functions of 15 members of the Rho family that enabled us to propose an active GTP-bound state for the rather uncharacterized isoforms RhoD and Rif under equilibrium and quiescent conditions.


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