https://www.tandfonline.com/action/authorSubmission?journalCode=fsij20 in some branches of the Bank of Tokyo (Marinova et al., 2017) the Nao robot collaborates with bank tellers, AI is progressively employed to analyze large amounts of data to facilitate complex business decision-making, the LoweBot guides customers through Lowe’s stores and responds to their questions (Rafaeli et al., 2017) and chatbots are increasingly used for customer service (the Bank of America use a chatbot named Erica to answer basic banking questions [Rosman, 2018]). The use of automated forms of interaction in services is an innovation that may affect customer choices (e.g., Van Doorn et al. 2017) as well as productivity and profitability. As a result, there is an increasing awareness on the part of firms that they need to develop service automation, so that they can achieve a competitive advantage by better approaching the current market transformation in the short and medium term. However, although the use of robots for product transportation has clear benefits, the results of robots operating in social settings and replacing human interactions (such as in services) are less clear.
In spite of increasing interest, recent contributions to this emerging field are mainly theoretical; consequently, there is a need to confront experts’ predictions with evidence obtained from the use of automation in frontline services. The aim of this special issue is to deepen and broaden the current understanding of the use of automated forms of interaction in services (e.g. AI, service robots, chatbots, etc.) by focusing on their effects on value creation, relationship outcomes, customer reactions and other related aspects. We welcome submissions focused on varied service environments (health, education, banking, tourism and hospitality, etc.), from different disciplinary backgrounds, such as sociology, psychology, marketing and management, among others. We particularly welcome multidisciplinary and interdisciplinary papers and studies using evidence based on data from any part of the globe. All theoretical and methodological (both qualitative & quantitative) approaches are equally appreciated.
Additional contact details: tsij2020@gmail.com
Upon acceptance, the authors agree the following:
- To return the manuscript (abstract) in correct format and time to be included in the conference proceedings.
- At least one author will present the manuscript at the conference and will register (by May 15).
- In case that an author presents more than one manuscript, each manuscript will require the registration of a different coauthor.
