The DOI matches its Crossref record; 18 of the 18 references it cites were found in a registry or an index.
Frontline Service Technology infusion: conceptual archetypes and future research directions
Abstract
Purpose: Smart technologies and connected objects are rapidly changing the organizational frontline. Yet, our understanding of how these technologies infuse service encounters remains limited. Therefore, the purpose of this paper is to update existing classifications of Frontline Service Technology (FST) infusion. Moreover, the authors discuss three promising smart and connected technologies – conversational agents, extended reality (XR) and blockchain technology – and their respective implications for customers, frontline employees and service organizations. Design/methodology/approach: This paper uses a conceptual approach integrating existing work on FST infusion with artificial intelligence, robotics, XR and blockchain literature, while also building on insights gathered through expert interviews and focus group conversations with members of two service research centers. Findings: The authors define FST and propose a set of FST infusion archetypes at the organizational frontline. Additionally, the authors develop future research directions focused on understanding how conversational agents, XR and blockchain technology will impact service. Originality/value: This paper updates and extends existing classifications of FST, while paving the road for further work on FST infusion.
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Citations
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“VA is a synonym for chatbot [5], but for clarity we’ll only use the term VA.”
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GenAI-Infused Service Delivery: Micro-Level Augmentation Patterns at the Service Frontline
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Metadata
- Authors
- De Keyser, A., Köcher, S., Alkire (née Nasr), L., Verbeeck, C., & Kandampully, J.
- Venue
- Journal of Service Management
- Publisher
- Emerald
- Published
- 2019-01-14
- Volume
- 30
- Issue
- 1
- Pages
- 156-183
- ISSN
- 1757-5818 (ISSN-L)
- OpenAlex
- W2908635277
- Cited by
- 383
- References
- 18
- FWCI
- 20.38
- Type
- journal article
- Language
- en
- Open access
- closed
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