Odekerken-Schröder, Gaby; Mennens, Kars; Steins, Mark; … - In: Journal of Service Management 33 (2021) 2, pp. 246-292
Purpose: Recent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim to understand the augmentation or substitution role of service...