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Frontline employees automated social presence (ASP) cocreation orientation

Citation

Laud, G and Ranaweera, C and Leo, C and Sedighadeli, S and Roy, S, Frontline employees automated social presence (ASP) cocreation orientation, Proceedings of the 16th International Research Symposium on Advancing Service Research and Practice, June 10-13, Karlstad, Sweden, pp. 247-250. (2019) [Refereed Conference Paper]


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Official URL: https://www.kau.se/ctf/kalender/quis16

Abstract

New technologies are transforming the nature of service experiences and relational dynamics between service providers, frontline employees (FLEs) and customers. Such technologies are both pervasive and invasive and create opportunities and challenges for users and beneficiaries. The perception of some technologies such as robots, as having an automated social presence (ASP), is likely to have a significant impact on service experiences.

Item Details

Item Type:Refereed Conference Paper
Keywords:artificial intelligence, service robots, service employees
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Marketing Research Methodology
Objective Division:Commercial Services and Tourism
Objective Group:Property, Business Support Services and Trade
Objective Field:Administration and Business Support Services
UTAS Author:Laud, G (Dr Gauri Laud)
ID Code:135682
Year Published:2019
Deposited By:TSBE
Deposited On:2019-11-07
Last Modified:2019-12-10
Downloads:0

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