{"id":7391,"date":"2018-10-25T01:29:00","date_gmt":"2018-10-25T05:29:00","guid":{"rendered":"http:\/\/www.servsig.org\/wordpress\/?p=7391"},"modified":"2018-11-05T19:59:04","modified_gmt":"2018-11-06T00:59:04","slug":"cfp-jsmr-artificial-intelligence-and-robots-in-service-interaction","status":"publish","type":"post","link":"https:\/\/www.servsig.org\/wordpress\/2018\/10\/cfp-jsmr-artificial-intelligence-and-robots-in-service-interaction\/","title":{"rendered":"CfP JSMR: Artificial Intelligence and Robots in Service Interaction"},"content":{"rendered":"

\"\"Special Issue Journal of Service Management Research<\/em><\/p>\n

Artificial Intelligence and Robots in Service Interaction<\/strong><\/p>\n

Guest Editors:<\/strong>
\nStefanie Paluch, Ph.D., Professor of Services and Technology Marketing
\nat RWTH Aachen University<\/p>\n

Jochen Wirtz, Ph.D., Professor of Marketing
\nat National University of Singapore<\/p>\n

Deadline<\/strong>: June 1st, 2019<\/p>\n

Proposed Special Issue Topic<\/strong>
\nOur economies are facing a turning point in its history similar to the industrial revolution in manufacturing that started in the 18th century. Rapidly improving technologies that become smarter, smaller, lighter and cheaper. These include sensors, cameras, speech recognition, biometrics, analytics, big data, mobile and cloud technologies, geo-tagging and more that are increasingly powered by artificial intelligence (AI), which together are about to transform virtually all service sectors. Especially, the advent of service robotics (virtual and physical service robots) in combination with these technologies will lead to rapid innovation that has the potential to dramatically improve the customer experience, service quality, and productivity all at the same time (Wirtz and Zeithaml, 2018). Automization of service interactions enables individually tailored, more efficient as well as effective service and frees employees\u2019 time for more creative and\/or complex service activities (Huang & Rust, 2018).<\/p>\n

Already today, service interactions are experiencing a paradigm change, as AI and service robots are increasingly adopted in customer-firm interactions (Teixeira et al., 2017; van Doorn et al., 2017). For example, many companies already use text and voice-based chatbots for customer service (W\u00fcnderlich and Paluch, 2017), McDonald’s uses automated kiosks, customers search for information and order through digital assistants such as Apple\u00b4s Siri or Amazon\u00b4s Alexa, and the Henn-na Hotel in Japan is mostly staffed with humanoid service robots. Huang and Rust (2018) point out that AI may soon be able to take over most tasks formerly carried out by human service employees and by 2020 a predicted 85 % of customer-firm-interactions will be conducted without human intervention (IBM, 2017).<\/p>\n

However, due to the services firms\u00b4 increasing use of automated service interactions, customers loose the opportunity to obtain human service. Matzner et al. (2018) stress that\u00a0organisations need to consider trade-off challenges when replacing humans with machines in\u00a0service encounters. Human service has been related to positive customer outcomes such as\u00a0customer delight (Collier et al., 2018) and is preferred over technology in some service\u00a0settings (Rafaeli et al., 2017).<\/p>\n

Furthermore, employee behaviour characteristics, including\u00a0attentiveness and courteous behaviour (Gremler & Gwinner, 2008), effort (Collier et al.,\u00a02018), as well as competence, helpfulness, and sociability (Surprenant & Solomon, 1987) are\u00a0relevant to the customers\u2019 perception in a service encounter. Service firms loose the\u00a0opportunity to influence customers through employee\u00b4s tone of voice, courteousness or\u00a0empathy which might diminish the richness of an interaction (Marinova et al., 2017). Even\u00a0though, technology-enabled services such as the newly released google assistant mimic\u00a0human voices and behaviour in a way that they can no longer be recognised as machines the\u00a0uncanny valley concept (Mori, MacDorman, & Kageki, 2012) suggest that an artificial service\u00a0agent that resembles a human too closely could be perceived as creepy and cold (van Doorn et\u00a0al., 2017).<\/p>\n

Moreover, the long term effects of automated customer-firm interaction on customer and\u00a0employee outcomes remain unclear. Automated interactions are also more susceptible to\u00a0being hacked, causing potential security or privacy issues (van Doorn et al., 2017), and raise\u00a0ethical and societal questions (Wirtz et al., 2018). For example, the hard- and software of\u00a0digital assistants such as Alexa are able to sense, process and record the world around them,\u00a0store and process this data using opaque algorithms (Calo, 2012). Sensitive data may be\u00a0stored in foreign, unsecure clouds which are susceptible to being hacked. The replacement of\u00a0service employees with robots might also foster dehumanization, social deprivation, and may\u00a0advance employees\u00b4 fear of being replaced by technology based service provision (Sparrow &\u00a0Sparrow, 2006; Wirtz et al., 2018).<\/p>\n

Despite the trending implementation of technology-based service interaction, many of the\u00a0questions related to the impact this trend will have on service interactions and the actors\u00a0involved remain underexplored.<\/p>\n

In response to this identified research gap, this Special Issue seeks to explore how AI and\u00a0service robots shape the nature of service interactions. We invite submissions from different\u00a0disciplines, e.g. service management, information systems or psychology that examine\u00a0dynamics, driving factors, and challenges associated with AI and service robots in service\u00a0interactions. We call for conceptual as well as empirical (both quantitative and qualitative)\u00a0papers. We especially welcome interdisciplinary contributions and value method diversity. Following is a non-exhaustive and non-exclusive list of issues and questions that papers\u00a0considered for the Special Issue might address. Other appropriately related topics are equally welcome:<\/p>\n

\uf0b7 How can firms successfully automate specific parts of their service interactions to augment their employees\u2019 capabilities, and enhance overall service quality and\u00a0productivity at the same time?<\/p>\n

\uf0b7 Which are the key customer-based (e.g. personality, psychological needs, technology-anxiety,\u00a0situational involvement), service-related (e.g. resource availability), contextrelated\u00a0(e.g. health care), and distinct technology (e.g. service robot)-related factors\u00a0that optimize customer\/firm value ensuing from automated interactions?<\/p>\n

\uf0b7 How will employees react to service robots in professional service encounters? How\u00a0can firms design working environments for human-robot-teams to improve service\u00a0interactions and ultimately increase service quality?<\/p>\n

\uf0b7 How do consumers respond to technology-based service (AI-based or service robots) interactions with particular service firms and in particular contexts? What constructs\u00a0moderate or mediate the effects of AI and service robots in service interactions on customer experience?<\/p>\n

\uf0b7 How should AI-based service interactions be designed to drive e.g. customer satisfaction and loyalty throughout the customer journey?<\/p>\n

\uf0b7 How can service firms obtain an optimal human-technology mix throughout the customer journey in particular service firms? In which particular service\u00a0tasks\/activities do automated service interactions create optimal value?<\/p>\n

\uf0b7 Which types of service and customer segments value rapport with a service robot and what drives customer trust and rapport in service robots?<\/p>\n

\uf0b7 How can various emerging technologies, including the Internet of Things, smart devices, or wearables, be integrated with automated service interactions to create\u00a0optimal value?<\/p>\n

\uf0b7 Which alternative theory(ies) best explain consumer acceptance, outcomes, satisfaction in automated service interactions?<\/p>\n

\uf0b7 In how far will technology-based service encounters lead to dehumanization? Which influences will daily automated service interactions have on customers’ psychological\u00a0wellbeing or the society in general?<\/p>\n

\uf0b7 Additional potential topics are listed in Wirtz et al\u2019s (2018) Table 3 that details a further research agenda for robotics in the service sector.<\/p>\n

Submission<\/strong>
\nAll manuscripts submitted must not have been published, accepted for publication, or be\u00a0currently under consideration elsewhere. Manuscripts should be submitted in accordance with\u00a0the author guidelines available on the journal homepage\u00a0https:\/\/rsw.beck.de\/zeitschriften\/smr\/for-authors.<\/p>\n

All submissions should be made via https:\/\/www.openconf.org\/smr\/.<\/p>\n

Submission Deadline: June, 1st 2019
\nExpected Publication: Issue 2-2020<\/p>\n

Please direct any further inquiries to the editors, listed below.<\/p>\n

Guest Editor Contact Details
\nStefanie Paluch
\nService and Technology Marketing (STM)
\nRWTH Aachen University
\npaluch@time.rwth-aachen.de<\/p>\n

Jochen Wirtz
\nMarketing Department
\nNational University of Singapore
\njochen@nus.edu.sg<\/p>\n

References<\/p>\n

Calo, M. R. (2012). Robots Ethics-The Ethical and Social Implications of Robotics. In G. A.\u00a0Lin, P., Abney, K., Bekey (Ed.), Robots and Privacy (pp. 187\u2013201). Cambridge, MA:\u00a0MIT Press.<\/p>\n

Collier, J. E., Barnes, D. C., Abney, A. K., & Pelletier, M. J. (2018). Idiosyncratic service\u00a0experiences : When customers desire the extraordinary in a service encounter. Journal of\u00a0Business Research, 84, 150\u2013161. https:\/\/doi.org\/10.1016\/j.jbusres.2017.11.016<\/p>\n

Gremler, D. D., & Gwinner, K. P. (2008). Rapport-Building Behaviors Used by Retail\u00a0Employees. Journal of Retailing, 84(3), 308\u2013324.\u00a0https:\/\/doi.org\/10.1016\/j.jretai.2008.07.001<\/p>\n

Huang, M.-H., & Rust, R. T. (2018). Artificial Intelligence in Service. Journal of Service\u00a0Research, 109467051775245. https:\/\/doi.org\/10.1177\/1094670517752459<\/p>\n

IBM. (2017). 10 reasons why AI-powered, automated customer service is the future. Retrieved from https:\/\/www.ibm.com\/blogs\/watson\/2017\/10\/10-reasons-ai-poweredautomated-customer-service-future\/<\/p>\n

Marinova, D., de Ruyter, K., Huang, M.-H., Meuter, M. L., & Challagalla, G. (2017). Getting Smart: Learning From Technology-Empowered Frontline Interactions. Journal of\u00a0Service Research, 20(1), 29\u201342. https:\/\/doi.org\/10.1177\/1094670516679273<\/p>\n

Matzner, M., B\u00fcttgen, M., Demirkan, H., Spohrer, J., Alter, S., Fritzsche, A., \u2026 Neely, A. (2018). Special Research Paper: Digital Transformation in Service Management. Journal\u00a0of Service Management Research, 2, 3\u201321.<\/p>\n

Mori, M., MacDorman, K. F., & Kageki, N. (2012). The Uncanny Valley [From the Field]. IEEE Robotics & Automation Magazine, 19(2), 98\u2013100.\u00a0https:\/\/doi.org\/10.1109\/MRA.2012.2192811<\/p>\n

Rafaeli, A., Altman, D., Gremler, D. D., Huang, M. H., Grewal, D., Iyer, B., \u2026 de Ruyter, K. (2017). The Future of Frontline Research: Invited Commentaries. Journal of Service\u00a0Research, 20(1), 91\u201399. https:\/\/doi.org\/10.1177\/1094670516679275<\/p>\n

Sparrow, R., & Sparrow, L. (2006). In the hands of machines? the future of aged care. Minds and Machines, 16(2), 141\u2013161. https:\/\/doi.org\/10.1007\/s11023-006-9030-6<\/p>\n

Surprenant, C. F., & Solomon, M. R. (1987). Predictability and Personalization in the Service Encounter. Journal of Marketing, 51(2), 86\u201396. https:\/\/doi.org\/10.2307\/1251131<\/p>\n

Teixeira, J. G., Patr\u00edcio, L., Huang, K. H., Fisk, R. P., N\u00f3brega, L., & Constantine, L. (2017). The MINDS Method: Integrating Management and Interaction Design Perspectives for\u00a0Service Design. Journal of Service Research, 20(3), 240\u2013258. https:\/\/doi.org\/10.1177\/1094670516680033<\/p>\n

van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., & Petersen, J. A. (2017). Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in\u00a0Organizational Frontlines and Customers\u2019 Service Experiences. Journal of Service Research, 20(1), 43\u201358. https:\/\/doi.org\/10.1177\/1094670516679272<\/p>\n

Wirtz, J., & Zeithaml, V. (2018). Cost-Effective Service Excellence. Journal of the Academy of Marketing Science, 46(1), 59-80. https:\/\/doi.org\/10.1007\/s11747-017-0560-7<\/p>\n

Wirtz, J., Patterson, P., Kunz, W., Gruber, T., Lu, V. N., & Paluch, S. (2018). Brave New World: Service Robots in the Frontline. Journal of Service Management, 29(5),\u00a0forthcoming. https:\/\/doi.org\/10.1108\/JOSM-04-2018-0119<\/p>\n

W\u00fcnderlich, N.V. and Paluch, S. (2017), \u201cA nice and friendly chat with a bot: User perceptions of AI-based service agents\u201d, Proceedings of the 38th International\u00a0Conference on Information Systems (ICIS 2017), Seoul, December 10, available at: https:\/\/aisel.aisnet.org\/cgi\/viewcontent.cgi?article=1228&context=icis2017 (accessed\u00a0April 29, 2018)<\/p>\n","protected":false},"excerpt":{"rendered":"

Special Issue Journal of Service Management Research Artificial Intelligence and Robots in Service Interaction Guest Editors: Stefanie Paluch, Ph.D., Professor of Services and Technology Marketing at RWTH Aachen University Jochen Wirtz, Ph.D., Professor of Marketing at National University of Singapore Deadline: June 1st, 2019 Proposed Special Issue Topic Our economies are facing a turning point […]<\/p>\n","protected":false},"author":1,"featured_media":6982,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,10],"tags":[],"_links":{"self":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/7391"}],"collection":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/comments?post=7391"}],"version-history":[{"count":6,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/7391\/revisions"}],"predecessor-version":[{"id":7466,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/7391\/revisions\/7466"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media\/6982"}],"wp:attachment":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media?parent=7391"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/categories?post=7391"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/tags?post=7391"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}