Articles

• What are the efficiency benefits of using particular automated forms of interaction (e.g. autonomous robots, drones or vehicles, chatbots, digital assistants…) in services?
• What are the key factors (e.g. customer-based, service-related, technology-related) influencing value creation through the use of automated forms of interaction?                                 
• What type of services (B2B vs. B2C…) are most likely to benefit from automated service interactions?
• What type of service tasks or activities (e.g. information, distribution, advertising, sales, customer service) are more appropriate for automated forms of interaction?
• What is the influence of automated service interactions on customers’ frontline experiences and relationship outcomes (e.g. satisfaction, loyalty, engagement, profitability)? What constructs (e.g. technology readiness) moderate or mediate these relationships?
• What are the main customer reactions and perceptions about particular automated forms of interaction?
• Do customers trust automated forms of interaction?
• How is the use of automated forms of interaction affecting companies and brands reputation?
• How is AI affecting decision-making processes, data analysis, financial investments?
• Do automated forms of interaction progressively improve performance in specific service tasks? How is this machine learning process perceived by customers?
• What are the main ethical aspects arising from automated service interactions?
• What privacy concerns arise from the use of AI to analyse customer data?
• Adoption of particular automated forms of interaction in a specific environment: health services; education; banking and financial services; hospitality, travel, destination, leisure and tourism; etc

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