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首页> 外文期刊>Journal of Service Research >Tangible Service Automation: Decomposing the Technology-Enabled Engagement Process (TEEP) for Augmented Reality
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Tangible Service Automation: Decomposing the Technology-Enabled Engagement Process (TEEP) for Augmented Reality

机译：有形的服务自动化：分解支持技术的参与过程（Teep），以实现增强现实

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摘要

The rise of augmented reality (AR) technology, which overlays digital content to alter customers’ views of a physical service setting, using mobile and wearable computing, drives the digital automation of physical services. In particular, it promises to achieve tangibility even in service encounters delivered in digital formats. However, customer engagement with AR is falling short of expectations. Managers lack an integrated framework of AR service automation and therefore tend to focus on the technology rather than on the process of customer engagement with AR service automation. To address this problem, the current study proposes a technology-enabled engagement process that integrates multiple stages of customer engagement, as a service-centric process. To establish that engagement with AR service automation requires the inclusion of service tangibility, as part of the process, the authors decompose the steps of interactive service engagement, the spatial presence of the service, customers’ emotional and cognitive engagement with the service, and perceived value-in-use, which lead to emergent behavioral forms of engagement.
机译：增强现实（AR）技术的兴起，覆盖数字内容以改变客户的物理服务设置的观点，使用移动和可穿戴计算，推动了物理服务的数字自动化。特别是，即使在数字格式提供的服务遭遇中，它也有望实现变形。但是，与AR的客户订婚缺乏期望。管理者缺乏AR服务自动化的综合框架，因此倾向于专注于技术，而不是在顾客服务自动化的过程中。为了解决这个问题，目前的研究提出了一种能够实现的技术的接合过程，可以集成多个客户订婚阶段，作为以服务为中心的过程。为了建立与AR服务自动化的参与要求将服务变形列入作为过程的一部分，作者分解了互动服务参与的步骤，服务的空间存在，客户的情感和认知与服务的情感和认知接触，并感知价值使用，导致紧急行为的参与形式。

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