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 to explore the potential role service robots will play in the future and to advance a research agenda for service researchers.




Design/methodology/approach




This paper uses a conceptual approach that is rooted in the service, robotics and AI literature.




Findings




The contribution of this paper is threefold. First, it provides a definition of service robots, describes their key attributes, contrasts their features and capabilities with those of frontline employees, and provides an understanding for which types of service tasks robots will dominate and where humans will dominate. Second, this paper examines consumer perceptions, beliefs and behaviors as related to service robots, and advances the service robot acceptance model. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level.




Practical implications




This paper helps service organizations and their management, service robot innovators, programmers and developers, and policymakers better understand the implications of a ubiquitous deployment of service robots.




Originality/value




This is the first conceptual paper that systematically examines key dimensions of robot-delivered frontline service and explores how these will differ in the future.

/pdf/brave-new-world-service-robots-in-the-frontline-2kekpw54f1.pdf

Brave new world: service robots in the frontline

This study undertakes a systematic review of Artificial Intelligence and its applications to service encounters and the hospitality industry by reviewing publications that (1) mainly discuss AI tec...

Artificially intelligent device use in service delivery: a systematic review, synthesis, and research agenda

The article provides a description of the Autonomous ship, studies existing relevant projects, and examines the related Operational, Regulatory, and Quality assurance challenges raised due to the development and actual deployment of such vessels in the near future. After reviewing the main operational procedures, existing regulations, and quality assurance standards, a number of possible solutions and approaches to overcome the identified challenges are indicated. Some of the conclusions may be used not only in the Autonomous ships but also in traditionally manned vessels. http://www.transnav.eu the International Journal on Marine Navigation and Safety of Sea Transportation Volume 12

https://www.transnav.eu/files/The Autonomous Shipping Era Operational Regulatory and Quality Challenges,818.pdf

The Autonomous Shipping Era. Operational, Regulatory, and Quality Challenges

The ICO and artificial intelligence: The role of fairness in the GDPR framework

Abstract The paper introduces Robotic Process Automation (RPA), which is an emerging and cutting-edge conception of business processes automation, based on the notion of software robots or artificial intelligence workers. The paper is conceptual as it discusses the fundamentals behind this idea, synthesises the knowledge of technology, and presents it in a new context. It is based on the author's considerations and the literature review, which contributes to the insight into the basic understanding of RPA technology as well as systematises and clarifies RPA definitions, identifies market trends, formulates a set of predictions for further development of this technology, and highlights directions for future inquiry. Additionally, logical arguments are proposed for considering RPA as a technology that enables and advances digital transformation. Moreover, criteria are indicated for business processes suitable for RPA. Nowadays, the robotisation of business processes a s innovative technology is more often practically implemented than it is investigated by research. Published papers outline real examples of implemented cases of RPA technology in organisations that mainly represent service industries. These case studies allow identifying possible advantages and risks derived from RPA implementation. Recent studies also report benefits of the RPA application in terms of productivity, costs, service quality, and error reduction. Some authors propose the criteria for selecting processes suitable for automation and robotisation. This paper constitutes a foundation for new research aimed at filling knowledge gaps in this area. Responding to the call by van der Aalst, academic discourse on RPA must be initiated.

/pdf/robotic-process-automation-a-driver-of-digital-10odxrosmk.pdf

Louisa Jacobs

Papers

Robotics and law: Key legal and regulatory implications of the robotics age (Part I of II)