Articles

The University of Zaragoza (Spain) is proud to host this workshop (8-9 July 2019) preparatory for the Special Issue “Automated forms of interaction in services: current trends, benefits and challenges” to be published at The Service Industries Journal in 2020.

The implementation of automated and computerized forms of interaction (e.g. Artificial Intelligence, robots, chatbots, etc.) in business is having an important impact on economies and employment, among other aspects. Automation has been recently used to interact directly and physically with customers in frontline services, which is shaking up service delivery and customer-firm relationships. The use of automated forms of interaction in services is an innovation that may affect customer choices (e.g., Van Doorn et al. 2017) as well as productivity and profitability. In spite of increasing interest, recent contributions to this emerging field are mainly theoretical; consequently, there is a need to confront experts’ predictions with evidence obtained from the use of automation in frontline services.

The aim of this workshop is to deepen and broaden the current understanding of the use of automated forms of interaction in services (e.g. AI, service robots, chatbots, etc.) by focusing on their effects on value creation, relationship outcomes, customer reactions and other related aspects. We welcome submissions focused on varied service environments (health, education, banking, tourism and hospitality, etc.). All theoretical and methodological (both qualitative & quantitative) approaches are equally appreciated.

Workshop timeline (AIRSI 2019). Submission deadline: 10 March 2019. Accepted manuscripts: 15 April 2019. Workshop celebration: 8-9 July 2019.

Special issue timeline. Full papers submission: October 2019. Expected publication: July 2020

Contributions: This workshop welcomes both theoretical and empirical papers. Working papers, work in progress, and extended abstracts are welcome.

Format guidelines: Submit a work in progress or abstracts of 1.000 words by email toThis email address is being protected from spambots. You need JavaScript enabled to view it.. Please follow The Service Industries Journal guidelines for authors, available at: https://www.tandfonline.com/action/authorSubmission?show=instructions&journalCode=fsij20Contact information:This email address is being protected from spambots. You need JavaScript enabled to view it.