Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond
| dc.authorid | 0000-0002-9303-5768 | en_US |
| dc.contributor.author | Henkel, Alexander P. | |
| dc.contributor.author | Martina, Caic | |
| dc.contributor.author | Blaurock, Marah | |
| dc.contributor.author | Okan, Mehmet | |
| dc.date.accessioned | 2020-09-07T08:43:12Z | |
| dc.date.available | 2020-09-07T08:43:12Z | |
| dc.date.issued | 2020 | |
| dc.department | AÇÜ, İşletme Fakültesi | en_US |
| dc.description.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 ?ai?, Marah Blaurock and Mehmet Okan. | |
| dc.identifier.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. | en_US |
| dc.identifier.doi | 10.1108/JOSM-05-2020-0145 | |
| dc.identifier.endpage | 1148 | |
| dc.identifier.issue | 6 | |
| dc.identifier.scopusquality | Q1 | |
| dc.identifier.startpage | 1131 | |
| dc.identifier.uri | https://hdl.handle.net/11494/2163 | |
| dc.identifier.volume | 31 | |
| dc.identifier.wosquality | Q1 | |
| dc.indekslendigikaynak | Web of Science | |
| dc.indekslendigikaynak | Scopus | |
| dc.institutionauthor | Okan, Mehmet | |
| dc.language.iso | en | en_US |
| dc.publisher | Emerald Group Publishing Ltd. | en_US |
| dc.relation.ispartof | Journal of Service Management | |
| dc.relation.publicationcategory | Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı | en_US |
| dc.rights | info:eu-repo/semantics/closedAccess | en_US |
| dc.subject | Social robots | en_US |
| dc.subject | Vulnerable consumers | en_US |
| dc.subject | COVID-19 | en_US |
| dc.subject | Eudaimonic well-being | en_US |
| dc.subject | Robotic transformativeservice research | en_US |
| dc.title | Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond | en_US |
| dc.type | Article |
