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Brave new world: service robots in the frontline

Wirtz, Jochen; Patterson, Paul G; Kunz, Werner H; Gruber, Thorsten; Lu, Vinh; Paluch, Stefanie; Martins, Antje


Purpose: The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is...[Show more]

CollectionsANU Research Publications
Date published: 2018
Type: Journal article
Source: Journal of Service Management
DOI: 10.1108/JOSM-04-2018-0119
Access Rights: Open Access


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