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首页> 外文期刊>Journal of Service Theory and Practice >Cyborgs as frontline service employees: a research agenda
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Cyborgs as frontline service employees: a research agenda

机译：Cyborgs作为前线服务员工：研究议程

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Purpose The purpose of this paper is to identify and explore potential applications of cyborgian technologies within service contexts and how service providers may leverage the integration of cyborgian service actors into their service proposition. In doing so, the paper proposes a new category of "melded" frontline employees (FLEs), where advanced technologies become embodied within human actors. The paper presents potential opportunities and challenges that may arise through cyborg technological advancements and proposes a future research agenda related to these. Design/methodology/approach This study draws on literature in the fields of services management, artificial intelligence, robotics, intelligence augmentation (IA) and human intelligence to conceptualise potential cyborgian applications. Findings The paper examines how cyborg bio- and psychophysical characteristics may significantly differentiate the nature of service interactions from traditional "unenhanced" service interactions. In doing so, the authors propose "melding" as a conceptual category of technological impact on FLEs. This category reflects the embodiment of emergent technologies not previously captured within existing literature on cyborgs. The authors examine how traditional roles of FLEs will be potentially impacted by the integration of emergent cyborg technologies, such as neural interfaces and implants, into service contexts before outlining future research directions related to these, specifically highlighting the range of ethical considerations. Originality/value Service interactions with cyborg FLEs represent a new context for examining the potential impact of cyborgs. This paper explores how technological advancements will alter the individual capacities of humans to enable such employees to intuitively and empathetically create solutions to complex service challenges. In doing so, the authors augment the extant literature on cyborgs, such as the body hacking movement. The paper also outlines a research agenda to address the potential consequences of cyborgian integration.
机译：目的本文的目的是识别和探索机箱技术在服务环境中的潜在应用以及服务提供商如何利用Cyborgian服务行动者的整合到其服务主张中的融合。在这样做时，本文提出了一类新的“融合”前线员工（氟），其中先进的技术体现在人体演员中。本文介绍了通过机器人技术进步可能出现的潜在机会和挑战，并提出了与这些相关的未来研究议程。设计/方法论/方法本研究在服务管理，人工智能，机器人，智力增强（IA）和人类智能领域的文献中借鉴了概念化潜在的机器人的应用。调查结果审查了Cyborg生物和心理物理特征如何可以显着区分从传统的“未加入”服务互动的服务交互性质。在这样做时，作者提出“融合”作为逃离技术影响的概念类别。此类别反映了先前未在现有文献中捕获的紧急技术的实施例。作者审查了氟玻璃的传统角色是如何因在概述与这些相关的未来研究方向之前的现代性博博技术（如神经界面和植入物）中的传统角色，例如神经界面和植入物。与Cyborg FLES的创意/值服务交互代表了用于检查机器人潜在影响的新背景。本文探讨了技术进步如何改变人类的个人能力，使这些员工能够直观地，并表情会对复杂的服务挑战产生解决方案。在这样做时，作者在机器人上增加了现存的文学，例如身体黑客运动。本文还概述了研究议程，以解决机器人整合的潜在后果。

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