CALL FOR PAPERS THE SERVICE INDUSTRIES JOURNAL, SPECIAL ISSUE: AUTOMATED FORMS OF INTERACTION IN SERVICES: CURRENT TRENDS, BENEFITS AND CHALLENGES

Temas de interés:
  • 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

More information: https://bit.ly/2NtP1NL

 
Fechas y datos relevantes:
Envío de trabajos: 20 de octubre de 2019 
Fecha de publicación: Julio de 2020
2017 WOS Impact Factor = 1.258
 
Editores invitados: Carlos Flavián y Luis V. Casaló (Universidad de Zaragoza)
Editor-In-Chief: Levent Altinay (Oxford Brookes University)
 
Instrucciones de envío:
Los originales pueden enviarse a través de la plataforma de The Service Industries Journalhttps://bit.ly/2EehXVL siguiendo sus normas de publicación.
También se les invita a presentar su resumen preparatorio (1.000 palabras) antes del 1 de abril al workshop “Artificial Intelligence and robotics in service interactions: trends, benefits and challenges” (AIRSI2019)
Dirección de envío: Esta dirección de correo electrónico está siendo protegida contra los robots de spam. Necesita tener JavaScript habilitado para poder verlo.
AIRSI2019 se celebrará en Zaragoza los días 8 y 9 de julio de 2019.
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