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Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond

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info:eu-repo/semantics/closedAccess

Date

2020

Author

Henkel, Alexander P.
Martina, Caic
Blaurock, Marah
Okan, Mehmet

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Citation

Henkel, A. P., Caic, M., Blaurock, M., & Okan, M. (2020). Robotic transformative service research: deploying social robots for consumer well-being during Covid-19 and beyond. Journal of Service Management. 31(6), 1131-1148, DOI: 10.1108/JOSM-05-2020-0145.

Abstract

Purpose: Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose of the underlying paper is to take a transformative research perspective on how social robots can be deployed for advancing the well-being of these vulnerable consumers and to spur robotic transformative service research (RTSR). Design/methodology/approach: This paper follows a conceptual approach that integrates findings from various domains: service research, social robotics, social psychology and medicine. Findings: Two key findings advanced in this paper are (1) a typology of robotic transformative service (i.e. entertainer, social enabler, mentor and friend) as a function of consumers' state of social isolation, well-being focus and robot capabilities and (2) a future research agenda for RTSR. Practical implications: This paper guides service consumers and providers and robot developers in identifying and developing the most appropriate social robot type for advancing the well-being of vulnerable consumers in social isolation. Originality/value: This study is the first to integrate social robotics and transformative service research by developing a typology of social robots as a guiding framework for assessing the status quo of transformative robotic service on the basis of which it advances a future research agenda for RTSR. It further complements the underdeveloped body of service research with a focus on eudaimonic consumer well-being. Purpose: Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose of the underlying paper is to take a transformative research perspective on how social robots can be deployed for advancing the well-being of these vulnerable consumers and to spur robotic transformative service research (RTSR). Design/methodology/approach: This paper follows a conceptual approach that integrates findings from various domains: service research, social robotics, social psychology and medicine. Findings: Two key findings advanced in this paper are (1) a typology of robotic transformative service (i.e. entertainer, social enabler, mentor and friend) as a function of consumers' state of social isolation, well-being focus and robot capabilities and (2) a future research agenda for RTSR. Practical implications: This paper guides service consumers and providers and robot developers in identifying and developing the most appropriate social robot type for advancing the well-being of vulnerable consumers in social isolation. Originality/value: This study is the first to integrate social robotics and transformative service research by developing a typology of social robots as a guiding framework for assessing the status quo of transformative robotic service on the basis of which it advances a future research agenda for RTSR. It further complements the underdeveloped body of service research with a focus on eudaimonic consumer well-being. © 2020, Alexander P. Henkel, Martina Čaić, Marah Blaurock and Mehmet Okan.

Source

Journal of Service Management

Volume

31

Issue

6

URI

https://hdl.handle.net/11494/2163

Collections

  • İşletme Bölümü Yayın Koleksiyonu [17]
  • Scopus İndeksli Yayınlar Koleksiyonu [879]
  • WoS İndeksli Yayınlar Koleksiyonu [1133]



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