Managing Robotics in Retail: A Service Systems Perspective

This book discusses how to manage service robots in retail service systems to allow for key stakeholders' adoption and foster value co-creation. It demonstrates the scientific relevance of the topic and derives a set of promising research questions. Five studies are presented, showing that understanding and differentiating between consensus, shared, and idiosyncratic drivers of and barriers to the adoption of service robots is crucial. The artifact fosters a paradigm shift from a one-time technology introduction to a continuous technology management approach.

Format: Paperback / softback
Length: 313 pages
Publication date: 17 May 2022
Publisher: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG

This comprehensive book delves into the realm of managing service robots within brick-and-mortar-dominated retail service systems, with the ultimate goal of facilitating the adoption of these innovative technologies by key stakeholders and promoting value co-creation. It begins by establishing the scientific significance of the topic, followed by identifying a series of promising research questions. The author then introduces service-dominant logic as a theoretical framework, providing a comprehensive understanding of service systems and their fundamental concept of value co-creation.

To support these insights, five in-depth studies are presented, shedding light on the adoption of service robots in retail service systems from the perspectives of customers, front-stage employees, and retail managers. Through these investigations, the author uncovers the critical factors that influence the adoption of service robots, including consensus, shared, and idiosyncratic drivers and barriers.

The author's findings underscore the importance of a deep understanding and differentiation between these drivers and barriers to ensure successful adoption by all key stakeholders. Customers, front-stage employees, and retail managers must collaborate and work together to overcome the complexities associated with service robot integration. Moreover, the book proposes a paradigm shift from a one-time technology introduction to a continuous technology management approach, encompassing experimentation, piloting, and implementation iterations.

By offering a holistic and multidisciplinary perspective, this book provides valuable insights and practical strategies for retailers, service providers, and researchers seeking to navigate the complexities of service robot adoption in retail service systems. It serves as a valuable resource for anyone interested in advancing the field of service robotics and fostering the creation of shared value in the retail industry.

Weight: 442g
Dimension: 210 x 148 (mm)
ISBN-13: 9783658374990
Edition number: 1st ed. 2022