Service Science

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    Instrument Development for R-Service Quality: A Literature Review
    ( 2022-01-04) Lin, Yanqing
    Motivated by a paucity of knowledge on the measurement of robotic service (r-service) quality, the current study strives to review the existing literature on r-service quality, with a focus on the potential methodological issues of developing measurement instruments and identifying the dimensionality of r-service quality. With a content analysis of 55 articles, this study identifies several methodological limitations of existing studies in developing measurement scales of r-service quality. This review reveals that dimensions of r-service quality are prone to be contingent on specific con-texts of service industry and service type. Several common dimensions regarding evaluating r-service are identified, including tangibility, responsiveness, reliability, empathy, assurance, ease of use/usability, usefulness, anthropomorphism, perceived intelligence, and social presence. This study is the first systematic literature review on r-service quality dimensionality.
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    Dissociation, Association, or Addition? Conceptualizing the Interplay of Mechanisms for Recombinant Digital Innovation in Service Systems
    ( 2022-01-04) Waltermann, Hubertus
    Recombinant innovation is a useful approach to generate new digital service solutions with the help of established resources. However, it is unclear how its underlying mechanisms are interrelated and why they are applied. Based on theory from service systems and digital innovation, we analyze the interplay of dissociative, associative, and additive recombination by using the example of the media industry in a multiple case study. We find that the three mechanisms are applied in a supplementary concatenation and triggered by internal and external drivers. We contribute to IS literature by developing a conceptual model that illustrates the nexus of the mechanisms based on digital technologies as the central resource in service systems.
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    A Review on the Customer Role in Smart Service Co-Creation
    ( 2022-01-04) Voss, Marleen ; Ebel, Martin ; Marus, Thomas Jan ; Drenhaus, Dennis Patrick
    In the course of digital servitization and the introduction of smart services, the provider-customer relationship in manufacturing industries is changing. The cooperation between providers and customers, which is also referred to as co-creation in research, can have a positive impact on the value creation of both parties in the various development phases of smart service. Co-creation is understood as a two-way communication in which providers and customers can exchange their resources, for example in the form of knowledge and skills. However, so far research has focused on the role of the provider in this constellation. Through a systematic literature review, this article examines the role of customers within industrial smart services. Four core areas could be identified within co-creation. These are discussed in the context of existing paradoxes and it is shown that the customer perspective should be given equal consideration in future research.
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    Anthropomorphism of AI-based Intelligent Customer Service, and Its Affective and Behavioral Consequences
    ( 2022-01-04) Chang-Chien, Yu-Ting ; Cheng, Jacob Chun ; Hsu, Shih-Chieh ; Yeh, Yi Wen
    Recently, as many users turn to social media to interact with service providers, organizations apply Artificial intelligence (AI) to improve the efficiency and effectiveness of the operation. This type of customer service system is called intelligent customer service (ICS) which one of the most commonly adopted tools is chatbot. Since chatbot is AI-empowered, whether this system can effectively interact with customers and solve their problems is critical. However, the quality of ICS has received significant attention recently, and a lack of systematic study on the outcomes of anthropomorphism leaves this question unanswered in an ICS context. Based on a cognitive-affective-behavioral framework, this study attempts to understand whether anthropomorphism can promote desired behaviors (including usage and citizen-ship behaviors) through enhancing affective out-comes, such as satisfaction and identity. Data collected from 183 chatbot-ICS users, this study illustrates how anthropomorphism can increase quality, enhance satisfaction and identity. Furthermore, we also show that satisfaction and identity lead to further usage and citizenship behaviors. This highlights the importance of increasing anthropomorphism for the chatbot-ICS.
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    Introduction to the Minitrack on Service Science
    ( 2022-01-04) Maglio, Paul ; Lin, Fu-Ren