2019
DOI: 10.1108/josm-03-2018-0082
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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 customer… Show more

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Cited by 227 publications
(236 citation statements)
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References 97 publications
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“…The latter states that a user's familiarity with a system decreases as soon as the system becomes human-like without having a lifelike appearance [44]. Overall, our findings emphasize the relevance of recent research calls to determine the optimal level of anthropomorphism [15].…”
Section: Discussionsupporting
confidence: 65%
See 2 more Smart Citations
“…The latter states that a user's familiarity with a system decreases as soon as the system becomes human-like without having a lifelike appearance [44]. Overall, our findings emphasize the relevance of recent research calls to determine the optimal level of anthropomorphism [15].…”
Section: Discussionsupporting
confidence: 65%
“…Some participants desire more human-likeness and a personal shopping experience: "I am used to [the VA], I am used to her voice. She is more personable" [15]. "If she would be like a real shopping advisor in a store, I would like to consult her" [P1].…”
Section: Resultsmentioning
confidence: 99%
See 1 more Smart Citation
“…From a service management perspective, the value of AI stems not from its virtual or unrecognized use but rather on the technology's ability to engage with customers at a social level (Van Doorn et al, 2017). Because of its lack of a bodily manifestation, AI generally involves text-or voice-driven conversational agents, such as chatbots and voice-based assistants (De Keyser, Köcher, Alkire, Verbeeck, & Kandampully, 2019). In social media settings, bots or social bots can refer to softwarebased robots that explicitly generate text to create a kind of artificial buzz, often to manipulate or deceive social media users (Ferrara, Varol, Davis, Menczer, & Flammini, 2016).…”
Section: Service Robots: Concepts and Definitionsmentioning
confidence: 99%
“…That is, technology may be substituting for frontline employees or complementing their efforts to facilitate the encounter. Some customers engage directly with technology; others might interact with an employee who is being assisted by technology, running backstage (De Keyser et al, 2019). Even if the service outcome of both interactions is similar, customers likely behave differently, depending on their perceptions of the interacting agent, robotic or human.…”
Section: Employee Replacement or Collaboration Outcomesmentioning
confidence: 99%