Abstract
Service robots are taking over the organizational frontline. Hotels, restaurants, and retail stores have started to implement these autonomously operating interfaces to provide cost-efficient, high quality service for a tech‐savvy generation. But how do customers compare these robots to traditional frontline employees? And how should a frontline service robot be designed in terms of looks and functionality? This chapter gives answers to these and related questions by providing a practical narrative, which summarizes academic work by the author in this domain.
| Original language | English |
|---|---|
| Title of host publication | Robots : Key to marketing data and insights |
| Subtitle of host publication | Topic of the year 2023 |
| Editors | Y.M. van Everdingen |
| Publisher | Data & Insights Network |
| Pages | 20-28 |
| Number of pages | 9 |
| Publication status | Published - 2023 |