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Managing Robotics in Retail - A Service Systems Perspective (Paperback, 1st ed. 2022)
Loot Price: R3,209
Discovery Miles 32 090
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Managing Robotics in Retail - A Service Systems Perspective (Paperback, 1st ed. 2022)
Series: Markt- und Unternehmensentwicklung Markets and Organisations
Expected to ship within 10 - 15 working days
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This book answers the question of how to manage service robots in
brick-and-mortar dominated retail service systems to allow for key
stakeholders' adoption and to foster value co-creation. It starts
by demonstrating the scientific relevance of the topic as well as
deriving a set of promising research questions. After introducing
service-dominant logic as a theoretical research lens and
elucidating service systems along with their underlying concept of
value co-creation as relevant key concepts, five studies are
presented. The authors findings show that understanding and
differentiating between consensus, shared and idiosyncratic drivers
of and barriers to the adoption of service robots in retail service
systems by all key stakeholders, i.e. customers, frontstage
employees, and retail managers, is crucial to be able to fully cope
with the complexity inherent in the adoption of service robots in
service organizations. Moreover, the designed and evaluated
artifact fosters a paradigm shift from a one-time technology
introduction to a continuous technology management approach
including iterations of experimenting, piloting, and implementing.
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