Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence
Year of publication: |
2023
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Authors: | Wirtz, Jochen ; Hofmeister, Johannes ; Chew, Patricia Y. P. ; Ding, Xin |
Published in: |
The service industries journal. - London : Frank Cass, ISSN 1743-9507, ZDB-ID 2067915-4. - Vol. 43.2023, 15/16, p. 1173-1196
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Subject: | Digital | AI | digitization | dual culture | focused service factory | modularization | organizational ambidexterity | productivity | service excellence | service robot | Roboter | Robot | Dienstleistungsqualität | Service quality | Digitalisierung | Digitization | Informationstechnik | Information technology | Dienstleistung | Services | Dienstleistungssektor | Service industry | Digitale Güter | Digital goods | Organisatorischer Wandel | Organizational change | Innovation | Kundenservice | Customer service |
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