This paper addresses how servitization is facilitated by the adoption of digital technologies
and presents a review of the literature on this subject. The paper aims to characterise the …

This study undertakes a systematic review of Artificial Intelligence and its applications to
service encounters and the hospitality industry by reviewing publications that (1) mainly …

Artificial intelligence (AI) is increasingly being adopted by organizations, yet implementation
is often carried out without careful consideration of the employees who will be working along …

Purpose Extant research mainly focused on potentially negative customer responses to
service robots. In contrast, this study is one of the first to explore a service context where …

Artificial intelligence (AI) is increasingly resha** service by performing various tasks,
constituting a major source of innovation, yet threatening human jobs. We develop a theory …

We propose a conceptual framework that includes the antecedents and consequences of
firms' adopting and integrating robotics into their customer service operations. Drawing …

Technology is rapidly changing the nature of service, customers' service frontline
experiences, and customers' relationships with service providers. Based on the prediction …

The service encounter–one of the foundational concepts in service research–is
fundamentally changing due to rapid evolutions in technology. In this paper, we offer an …

The use of service robots is on the rise. Characterized by technology autonomy with a
physical embodiment, service robots have a higher level of social presence than other …

The Internet of Things (IoT) is expected to be the next phase of the Internet revolution and to
transform consumers' service experience. It nevertheless raises challenges on innovation in …