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INTEREST CATEGORY: SERVICE
POSTING TYPE: Revisits

Author: Kyung Hoon Kim

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The Future of Work – Service Employee-(Ro)bot Collaboration

Special Section call for papers: Journal of Service Management

Extended Abstract Deadline: January 16th, 2023

Guest-Editors & Track Chairs:
Werner Kunz (University of Massachusetts Boston)
Laszlo Sajtos (University of Auckland)
Carlos Flavián (University of Zaragoza)

Full Paper Deadline: October 1st, 2023

Selected papers from the submissions to The Future of Work – Service Employee-(Ro)bot Collaboration track at the 2023 GMC at Seoul will be considered for possible publication in a special section of the Journal of Service Management.

Topics of interest 

This special section aims to contribute to the new research field of service (ro)bots and their impact on customer/employee experience and society at large. Submissions can be conceptual or empirical (quantitative or qualitative) in nature. The topics can be approached from a customer/employee or business perspective or both. Collaboration can be established with front-line service (ro)bots or any other AI-based system. Submissions focused on varied service environments are welcome (health, education, banking, tourism and hospitality, etc.). We highly value interdisciplinary approaches. Possible topics include, but are not limited to:

• Service employees and (ro)bots to attract and guide customers along the customer journey
• Characteristics of (ro)bot, service and consumer attended that encourage collaboration
• System approach of service (ro)bots
• Service employees and (ro)bots coordination in multiteam systems
• Employee perceptions and attributions of the objectives of robot incorporation
• (Ro)bots impact on service employees’ emotions and mental wellbeing, and mitigating adverse effects
• Service employees and (ro)bots interdependence of workflows, goals and authority
• Transparency and visibility of service employees and (ro)bots collaboration
• Automation paradox in frontline service settings
• The role of touch versus tech in the service delivery with (ro)bots
• Develop metrics for managing teamwork between service employees and (ro)bots
• The interaction of service employees and (ro)bots in non-scripted service settings
• Service employees and AI-based agents in non-physical service tasks, including communication, customer service and service recover

Submission

All manuscripts submitted must not have been published, accepted for publication, or be currently under consideration elsewhere.

1. Submission Deadline of Extended Abstracts: January 16th, 2023

Authors should submit their extended abstracts to the Chairs of ‘The Future of Work – Frontline Employee-Robot Collaboration‘ track of the 2023 Global Marketing Conference in Seoul.  Track Chairs: Prof. Dr. Werner Kunz, University of Massachusetts Boston, werner.kunz@umb.edu. Prof. Dr. Laszlo Sajtos, University of Auckland Business School, l.sajtos@auckland.ac.nz. Prof. Dr. Carlos Flavián, University of Zaragoza, cflavian@unizar.es.

2023 GMC at Seoul Homepage including the Submission Guidelines for the extended abstract:  .

2. Full paper submission deadline: Oct. 1st, 2023

Authors should submit their full papers to the Guest Editors of this JOSM special section on ‘The Future of Work – Service Employee-(Ro)bot Collaboration’ through the ScholarOne online submission system and should be made to the special section which is identified on the journal submission site.

Manuscripts should be submitted in accordance with the author guidelines available on the journal home page at

Expected publication: Volume 35, 2024

Please direct any further inquiries to the editors, listed below.

Guest Editor Contact Details: 

Dr. Werner Kunz, Digital Media Lab, University of Massachusetts Boston, Werner.Kunz@umb.edu

Dr. Laszlo Sajtos, Dept. of Marketing, University of Auckland Business School, l.sajtos@auckland.ac.nz,

Dr. Carlos Flavián, University of Zaragoza, cflavian@unizar.es