Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview Study

2020 ◽  
Vol 4 (1) ◽  
pp. 21-34
Author(s):  
Patrick Meyer ◽  
Julia M. Jonas ◽  
Angela Roth
Keyword(s):  
Technology Acceptance ◽  
Value Creation ◽  
New Technologies ◽  
Interview Study ◽  
Service Systems ◽  
Service Robots ◽  
Service Robot ◽  
Frontline Employees ◽  
Value Propositions ◽  
Stationary Retail

Due to rising online competition, increasing cost pressure and cross-channel customer journeys, stationary retail has tried to develop innovative value propositions and co-create value with customers through new technologies, which are expected to profoundly change the stationary retail’s service systems. Among other technologies, service robots are said to have the potential to revitalise interactive value creation in stationary retail. However, the integration of such technologies poses new challenges. Prior research has looked at customers’ acceptance of service robots in stationary retail settings, but few studies have explored their counterparts – the frontline employees’ (FLEs) perspective. Yet, FLEs’ acceptance of service robots is crucial to implement service robots for retail innovation. To explore FLEs’ acceptance of and resistance to service robots, a qualitative exploratory interview study is conducted. It identifies decisive aspects, amongst others loss of status or role incongruency. The findings extend prior studies on technology acceptance and resistance and reveal i.a. that FLEs perceive service robots as both a threat and potential support. Moreover, they feel hardly involved in the co-creation of use cases for a service robot, although they are willing to contribute.

scholarly journals Application Problems and Solutions of Intelligent Airport Service Robots

2020 ◽  
Vol 198 ◽  
pp. 04030
Author(s):  
Dai Yanyan ◽  
Chen Meng
Keyword(s):  
Artificial Intelligence ◽  
Cloud Computing ◽  
Big Data ◽  
Large Scale ◽  
New Technologies ◽  
Effective Means ◽  
Third Party ◽  
Service Robots ◽  
Service Robot ◽  
Operation Conditions

With the development of new technologies such as artificial intelligence, big data, and cloud computing, the “intelligent airport” is considered to be an effective means to solve or alleviate the current industry problems such as large-scale airport business, the large number of operating entities, and the complicated operation conditions. This paper is about the collaboration between universities and enterprises based on the concept of service design. Relying on big data and cloud computing technology, this paper addresses the problems of airport service robots in inquiries, blind spots of security inspection, and full monomer smart navigation diffluence, combined with the basic technology of service robot artificial intelligence and the third-party interface to design solutions to effectively solve the problems of process.

The service triad: an empirical study of service robots, customers and frontline employees

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gaby Odekerken-Schröder ◽  
Kars Mennens ◽  
Mark Steins ◽  
Dominik Mahr
Keyword(s):  
Empirical Study ◽  
Social Presence ◽  
Service Robots ◽  
Service Robot ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Content Type ◽  
Casual Dining ◽  
Utilitarian Value

PurposeRecent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim to understand the augmentation or substitution role of service robots in driving utilitarian and hedonic value and ultimately customer repatronage.Design/methodology/approachIn study 1, field data are collected from customers (n = 108) who interacted with a service robot and FLE in a fast casual dining restaurant. Structural equation modeling (SEM) is used to test hypotheses about the impact of service robots' anthropomorphism, social presence, value perceptions and augmentation opportunities in the service triad. In study 2, empirical data from a scenario-based experimental design (n = 361) complement the field study by further scrutinizing the interplay between the service robot and FLEs within the service triad.FindingsThe study provides three important contributions. First, the authors provide empirical evidence for the interplay between different actors in the “customer-FLE-technology” service triad resulting in customer repatronage. Second, the empirical findings advance the service management literature by unraveling the relationship between anthropomorphism and social presence and their effect on perceived value in the service triad. And third, the study identifies utilitarian value of service robots as a driver of customer repatronage in fast casual dining restaurants.Practical implicationsThe results help service managers, service robot engineers and designers, and policy makers to better understand the implications of anthropomorphism, and how the utilitarian value of service robots can offer the potential for augmentation or substitution roles in the service triad.Originality/valueBuilding on existing conceptual and laboratory studies on service robots, this is one of the first field studies on the service triad consisting of service robots – customers – frontline employees. The empirical study on service triads provides evidence for the potential of FLEs to augment service robots that exhibit lower levels of functional performance to achieve customer repatronage. FLEs can do this by demonstrating a high willingness to help and having excellent interactions with customers. This finding advocates the joint service delivery by FLE – service robot teams in situations where service robot technology is not fully optimized.

Special Issue on Value Creation in Production

2020 ◽  
Vol 14 (5) ◽  
pp. 677-677
Author(s):  
Toshiya Kaihara ◽  
Nariaki Nishino
Keyword(s):  
Value Creation ◽  
New Technologies ◽  
Production Systems ◽  
Sharing Economy ◽  
Service Industries ◽  
Service Systems ◽  
Smart Manufacturing ◽  
Value Chains ◽  
Special Issue ◽  
Wide Range

With the recent development of new technologies such as the Internet of Things (IoT), Cyber-Physical Systems (CPS), and cloud-based systems, the smart manufacturing concept based on ICT or AI is expected to have tremendous potential to realize a digital transformation with customer involvement in production. The role of production will need to change accordingly, as it is obvious that the traditional business model based on process chains for production functionality has limitations for further growth. In production, it is necessary to consider value chains with service factors for adding innovative value to products. Value creation is an important concept to the realization of a sustainable ecosystem in production. This special issue addresses the latest research on value creation in production and service systems. Including ten advanced research papers and one development report, it covers a wide range of topics, including smart factories, logistics, distribution with value chains; product service systems; sustainable ecosystems with value in production and service industries; the sharing economy in production systems with cloud computing; the application of digital transformations in production and service systems. All papers and reports were refereed through careful peer reviews with experts. The editors deeply appreciate the authors for their careful work and the reviewers for their invaluable efforts, without which this special issue would not have been possible. Finally, we hope this special issue provides valuable information to our interested readers and encourages further research on value creation in production.

scholarly journals 116 Knowing what Older Adults Want: A Soft Service Robot in Object Retrieval Tasks

2019 ◽  
Vol 48 (Supplement_4) ◽  
pp. iv28-iv33
Author(s):  
Loong Yi Lee ◽  
Ismaiil S Hossen ◽  
Omar Ali Syadiqeen ◽  
Pei-Lee Teh ◽  
Chee Pin Tan ◽  
...  
Keyword(s):  
Older Adults ◽  
Technology Acceptance ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Service Robots ◽  
Service Robot ◽  
P Value ◽  
Perceived Ease Of Use ◽  
Object Retrieval ◽  
Ageing Society

Abstract Introduction An ageing society in this period of technological development may benefit from having service robots assist them in daily tasks. To that end, service robots that are equipped with soft grippers have the potential to handle the unstructured nature of objects such as eye-glasses and cutlery at homes. Drawing from Technology Acceptance Model, this paper aims to analyse technology adoption of a “soft service robot” for object retrieval tasks among older adults. Method A video demonstrating the operational functions of an in-house developed soft service robot was shown to 30 participants aged 60 and above. The video shows that the soft service robot can be remotely controlled through the internet to move around and pick up various household objects delicately. The soft service robot also enables users to interact with another individual through an integrated tablet. Thirty participants completed a survey measuring perceived ease of use, perceived usefulness, attitude towards the soft service robot and behavioural intention using seven-point Likert scales. Multiple regression analysis was performed to test the hypothesized model. Results Our study showed that the behavioral intention of older adults was jointly determined by the perceived usefulness (β=0.401; p-value< 0.01) and the attitude of the older adults towards the soft service robot (β=0.530; p-value<0.01). Interestingly, this study found a non-significant perceived ease of use-intention relationship (β=-0.167; p-value>0.05) in the model. Conclusion Our findings indicated that making a soft service robot easier-to-use has little or no impact on the formation of intentions. Essentially, a soft service robot that is perceived to be useful will be accepted by older adults. From a practical standpoint, it is of significant importance for service robotics designer and developers to build soft service robot with useful functions to enhance greater adoption of such technology among older adults.

scholarly journals Designing Multichannel Value Propositions to Enhance Value-Cocreation Phenomenon

2015 ◽  
pp. 662-692
Author(s):  
Vittorio Cesarotti ◽  
Alessio Giuiusa ◽  
Stephen K. Kwan ◽  
Vito Introna ◽  
Jim Spohrer
Keyword(s):  
Value Creation ◽  
Service Systems ◽  
Service Science ◽  
Service Process ◽  
Multiple Channels ◽  
Main Design ◽  
A Value ◽  
Value Propositions ◽  
Value Cocreation ◽  
Improved Design

Service Science introduced the abstraction of service systems, which while jointly interacting can cocreate value. The term “cocreation” captures the collaborative nature of value creation. Whilst value, between two or more service entities, is always cocreated, value-cocreation is rarely considered in designing a service even though this is a main design driver that leads to successful construction of Value Propositions1 (VP). The presence of multiple channels (in-person, phone, and web) may give rise to opportunities for enhanced value-cocreation. Still, different channels may lead the beneficiary of the service to interact as a value coproducer, linking value-cocreation to his/her capability to properly perform the service. The authors explore the opportunity to increase the value cocreated in a service process through improved design using multiple channels. The authors develop a method that guides service designers in the construction of more effective multichannel Value Propositions, increasing the opportunities to enhance the cocreation of value. This paper should be of value to both researchers and practitioners looking for new ways to construct effective multichannel Value Propositions.

scholarly journals Designing Multichannel Value Propositions to Enhance Value-Cocreation Phenomenon

2014 ◽  
Vol 5 (1) ◽  
pp. 14-44 ◽  
Author(s):  
Vittorio Cesarotti ◽  
Alessio Giuiusa ◽  
Stephen K. Kwan ◽  
Vito Introna ◽  
Jim Spohrer
Keyword(s):  
Value Creation ◽  
Service Systems ◽  
Service Science ◽  
Service Process ◽  
Multiple Channels ◽  
Main Design ◽  
A Value ◽  
Value Propositions ◽  
Value Cocreation ◽  
Improved Design

Service Science introduced the abstraction of service systems, which while jointly interacting can cocreate value. The term “cocreation” captures the collaborative nature of value creation. Whilst value, between two or more service entities, is always cocreated, value-cocreation is rarely considered in designing a service even though this is a main design driver that leads to successful construction of Value Propositions1 (VP). The presence of multiple channels (in-person, phone, and web) may give rise to opportunities for enhanced value-cocreation. Still, different channels may lead the beneficiary of the service to interact as a value coproducer, linking value-cocreation to his/her capability to properly perform the service. The authors explore the opportunity to increase the value cocreated in a service process through improved design using multiple channels. The authors develop a method that guides service designers in the construction of more effective multichannel Value Propositions, increasing the opportunities to enhance the cocreation of value. This paper should be of value to both researchers and practitioners looking for new ways to construct effective multichannel Value Propositions.

“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Stefanie Paluch ◽  
Sven Tuzovic ◽  
Heiko F. Holz ◽  
Alexander Kies ◽  
Moritz Jörling
Keyword(s):  
Technology Acceptance ◽  
Coping Behavior ◽  
Service Robots ◽  
Appraisal Theory ◽  
Research Approach ◽  
Exploratory Research ◽  
Frontline Employees ◽  
Content Type ◽  
Service Employees ◽  
Frontline Service Employees

PurposeAs service robots increasingly interact with customers at the service encounter, they will inevitably become an integral part of employee's work environment. This research investigates frontline employee's perceptions of collaborative service robots (CSR) and introduces a new framework, willingness to collaborate (WTC), to better understand employee–robot interactions in the workplace.Design/methodology/approachDrawing on appraisal theory, this study employed an exploratory research approach to investigate frontline employees' cognitive appraisal of service robots and their WTC with their nonhuman counterparts in service contexts. Data collection consisted of 36 qualitative problem-centered interviews. Following an iterative thematic analysis, the authors introduce a research framework of frontline employees' WTC with service robots.FindingsFirst, this study demonstrates that the interaction between frontline employees and service robots is a multistage appraisal process based on adoption-related perceptions. Second, it identifies important attributes across three categories (employee, robot and job attributes) that provide a foundation to understand the appraisal of CSRs. Third, it presents four employee personas (supporter, embracer, resister and saboteur) that provide a differentiated perspective of how service employee–robot collaboration may differ.Practical implicationsThe article identifies important factors that enable and restrict frontline service employees' (FSEs’) WTC with robots.Originality/valueThis is the first paper that investigates the appraisal of CSRs from the perspective of frontline employees. The research contributes to the limited research on human–robot collaboration and expands existing technology acceptance models that fall short to explain post-adoptive coping behavior of service employees in response to service robots in the workplace.

scholarly journals The Emergence of Service Robots at Restaurants: Integrating Trust, Perceived Risk, and Satisfaction

2021 ◽  
Vol 13 (8) ◽  
pp. 4431
Author(s):  
Kyung Hwa Seo ◽  
Jee Hye Lee
Keyword(s):  
Technology Acceptance ◽  
Perceived Risk ◽  
Online Survey ◽  
Business Environment ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Service Robots ◽  
Service Robot ◽  
Perceived Ease Of Use ◽  
Revisit Intention

As various types of robots increasingly influence consumers’ service experiences, companies need to consider how to be competitive in this new artificial intelligence and service automation business environment. However, only limited studies have investigated the factors involved in consumer behaviors toward robot restaurant visitors and their impacts. This study integrates trust, the perceived risk, and satisfaction with the well-known Technology Acceptance Model’s (TAM) original constructs (perceived usefulness, perceived ease of use, and acceptance) in the robot service restaurant setting. A scenario-based online survey was performed on 338 respondents. Structural equational modeling shows the direct impact of PU (perceived usefulness) and the indirect impact of PEOU (perceived ease of use) on consumers’ revisit intention to robot restaurants. Trust significantly increases PU and PEOU toward a service robot, and increased trust in robot service decreases the perceived risk as well as increases satisfaction. Further, perceived risk decreases satisfaction and revisit intention. The study provides useful information for hospitality marketers to acknowledge how consumers accept robot service and better understand the key drivers of robot restaurant revisit intention.

scholarly journals DIGITAL TRANSFORMATION TYPES FOR PRODUCT-SERVICE SYSTEMS

2021 ◽  
Vol 1 ◽  
pp. 1283-1292
Author(s):  
Yong Se Kim
Keyword(s):  
Value Creation ◽  
Digital Technology ◽  
Digital Transformation ◽  
Service Systems ◽  
Manufacturing Companies ◽  
Product Service ◽  
Value Propositions ◽  
Research Goal ◽  
Physical Interactions ◽  
Product Service Systems

AbstractDigital transformation has become a mega trend topic for many enterprises globally. For some companies, customer interactions have been digitalized. But many companies still rely on physical interactions of customers with their products in the core value creation processes. Thus the key challenges for digital transformation efforts would be associating product-centered value propositions with digitalized services. In other words, the transformation of product-centered values into experience values co-created by customers with services supporting customers. The research goal of this paper is to identify different strategies for digital transformation in product-service systems (PSS) design so that diverse paths for digital transformation can be considered in designing PSSs. Three types for digital transformation strategies have been identified from PSS design cases conducted in a manufacturing servitization support framework project where PSSs have been designed for 15 manufacturing companies including SMEs and large companies with varying levels of digital technology. A classification for digital transformation strategies could be postulated with three primary dimensions and two supplementary dimensions.

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