J Service Res
Introduction
Journal of Service Research, 24(1)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
Editorial
Rise of the Machines? Customer Engagement in Automated Service Interactions
—Linda D. Hollebeek, David E. Sprott, and Michael K. Brady [] []
Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?
—Li Xiao and V. Kumar [] []
Engaged to a Robot? The Role of AI in Service
—Ming-Hui Huang and Roland T. Rust [] []
One-Voice Strategy for Customer Engagement
—Jagdip Singh, Satish Nambisan, R. Gary Bridge, and Jürgen Kai-Uwe Brock [] []
Feeling Manipulated: How Tip Request Sequence Impacts Customers and Service Providers?
—Nathan Warren, Sara Hanson, and Hong Yuan [] []
Tangible Service Automation: Decomposing the Technology-Enabled Engagement Process (TEEP) for Augmented Reality
—Jonas Heller, Mathew Chylinski, Ko de Ruyter, Debbie I. Keeling, Tim Hilken, and Dominik Mahr [] []
Replaced by a Robot: Service Implications in the Age of the Machine
—Fraser McLeay, Victoria Sophie Osburg, Vignesh Yoganathan, and Anthony Patterson [] []
A Strategic Framework for Task Automation in Professional Services
—Scott E. Sampson [] []
Avatar Design of Virtual Salespeople: Mitigation of Recommendation Conflicts
—Yu-Ting Lin, Her-Sen Doong, and Andreas B. Eisingerich [] []