Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence-Reference-Cited by-同舟云学术

Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence

Published:2023-06-30 Issue:15-16 Volume:43 Page:1173-1196
ISSN:0264-2069
Container-title:The Service Industries Journal
language:en
Short-container-title:The Service Industries Journal

Author:

Wirtz Jochen¹,Hofmeister Johannes²,Chew Patricia Y. P.³,Ding Xin (David)⁴

Affiliation:

1. Vice Dean MBA Programmes and Professor of Marketing, NUS Business School, National University of Singapore, Singapore

2. Chair of Strategic Entrepreneurship, HHL Leipzig Graduate School of Management, Leipzig, Germany

3. Centre for Continuing and Professional Education, Singapore University of Social Sciences, Singapore

4. Department of Supply Chain Management, Rutgers Business School – Newark and New Brunswick, The State University of New Jersey, New Jersey, United States

Publisher

Informa UK Limited

Subject

Management of Technology and Innovation,Strategy and Management

Link

https://www.tandfonline.com/doi/pdf/10.1080/02642069.2023.2226596

Reference73 articles.

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2. Aila. (2019 July 22). LabCorp: Modernizing patient check-in with the interactive kiosk. Retrieved November 24 2022 from https://ailatech.com/blog/installation-labcorp-2/

3. Formal salesforce controls and service-sales ambidexterity: the moderating role of salespeople's grit

4. Reconfiguring Boundary Relations: Robotic Innovations in Pharmacy Work

5. Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

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