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Part of the book series: Markt- und Unternehmensentwicklung Markets and Organisations (MAU)
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Table of contents (47 chapters)
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Understanding Customers—Interact with Service Robots
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Understanding Frontstage Employees—Work with Service Robots
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Front Matter
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Understanding Retail Managers—Leverage Service Robots
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Front Matter
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About this book
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 author´s 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.
Authors and Affiliations
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Nürnberg, Germany
Patrick Meyer
About the author
Patrick Meyer graduated from Friedrich-Alexander-Universität Erlangen-Nürnberg (FAU) and Sungkyunkwan University, South Korea, with a Master of Science in Industrial Engineering. In 2021, he received his doctoral degree from FAU. Since 2022 Patrick Meyer works as a managing consultant and is an independent postdoctoral researcher at FAU.
Bibliographic Information
Book Title: Managing Robotics in Retail
Book Subtitle: A Service Systems Perspective
Authors: Patrick Meyer
Series Title: Markt- und Unternehmensentwicklung Markets and Organisations
DOI: https://doi.org/10.1007/978-3-658-37500-3
Publisher: Springer Gabler Wiesbaden
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Fachmedien Wiesbaden GmbH, part of Springer Nature 2022
Softcover ISBN: 978-3-658-37499-0Published: 17 May 2022
eBook ISBN: 978-3-658-37500-3Published: 16 May 2022
Series ISSN: 2945-879X
Series E-ISSN: 2945-8803
Edition Number: 1
Number of Pages: XXII, 313
Number of Illustrations: 72 b/w illustrations
Topics: Business and Management, general