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Frontline employees automated social presence (ASP) cocreation orientation

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Laud, G ORCID: 0000-0001-7090-5575, Ranaweera, C, Leo, C, Sedighadeli, S and Roy, S 2019 , 'Frontline employees automated social presence (ASP) cocreation orientation', paper presented at the The 16th International Research Symposium on Advancing Service Research and Practice, June 10-13, Karlstad, Sweden.

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Abstract

New technologies are transforming the nature of service experiences and relational dynamics between service providers, frontline employees (FLEs) and customers. Such technologies are both pervasive and invasive and create opportunities and challenges for users and beneficiaries. The perception of some technologies such as robots, as having an automated social presence (ASP), is likely to have a significant impact on service experiences.

Item Type: Conference or Workshop Item (Paper)
Authors/Creators:Laud, G and Ranaweera, C and Leo, C and Sedighadeli, S and Roy, S
Keywords: artificial intelligence, service robots, service employees
Journal or Publication Title: Proceedings of the 16th International Research Symposium on Advancing Service Research and Practice
Publisher: CTF, Service Research Center, Karlstad University
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