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首页> 外文期刊>Journal of Service Research >Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers' Service Experiences
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Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers' Service Experiences

机译：Domo Arigato Roboto先生：组织前沿和客户服务体验中自动出现的社交力量

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摘要

Technology is rapidly changing the nature of service, customers' service frontline experiences, and customers' relationships with service providers. Based on the prediction that in the marketplace of 2025, technology (e. g., service-providing humanoid robots) will be melded into numerous service experiences, this article spotlights technology's ability to engage customers on a social level as a critical advancement of technology infusions. Specifically, it introduces the novel concept of automated social presence (ASP; i. e., the extent to which technology makes customers feel the presence of another social entity) to the services literature. The authors develop a typology that highlights different combinations of automated and human social presence in organizational frontlines and indicates literature gaps, thereby emphasizing avenues for future research. Moreover, the article presents a conceptual framework that focuses on (a) how the relationship between ASP and several key service and customer outcomes is mediated by social cognition and perceptions of psychological ownership as well as (b) three customer-related factors that moderate the relationship between ASP and social cognition and psychological ownership (i. e., a customer's relationship orientation, tendency to anthropomorphize, and technology readiness). Finally, propositions are presented that can be a catalyst for future work to enhance the understanding of how technology infusion, particularly service robots, influences customers' frontline experiences in the future.
机译：技术正在迅速改变服务的性质，客户的服务前线体验以及客户与服务提供商的关系。基于在2025年市场中将技术（例如提供服务的类人机器人）融入众多服务体验的预测，本文重点介绍了技术在社会层面上吸引客户的能力，这是技术注入的一项重要进步。具体地说，它向服务文献介绍了自动社交状态（ASP；即技术使客户感觉到另一个社交实体的程度）的新颖概念。作者开发出一种类型学，该类型学突出显示了组织前沿中自动化和人类社会存在的不同组合，并指出了文献方面的空白，从而强调了未来研究的途径。此外，本文提供了一个概念框架，着重于（a）社会认知和对心理所有权的看法以及（b）缓和了客户满意度的三个与客户相关的因素如何介导ASP与若干关键服务和客户成果之间的关系。 ASP与社会认知和心理所有权之间的关系（即客户的关系取向，拟人化趋势和技术准备程度）。最后，提出了可以促进未来工作的主张，以加深对技术注入（尤其是服务机器人）如何影响未来客户一线体验的理解。

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