Service Science

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    Robotic Psychology. What Do We Know about Human-Robot Interaction and What Do We Still Need to Learn?
    ( 2019-01-08) Stock, Ruth ; Nguyen, Mai Anh
    “Robotization”, the integration of robots in human life will change human life drastically. In many situations, such as in the service sector, robots will become an integrative part of our lives. Thus, it is vital to learn from extant research on human-robot interaction (HRI). This article introduces robotic psychology that aims to bridge the gap between humans and robots by providing insights into particularities of HRI. It presents a conceptualization of robotic psychology and provides an overview of research on service-focused human-robot interaction. Theoretical concepts, relevant to understand HRI with are reviewed. Major achievements, shortcomings, and propositions for future research will be discussed.
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    Service Ecosystems Emergence and Interaction: A Simulation Study
    ( 2019-01-08) Fujita, Satoru ; Vaughan, Claudia ; Vargo, Stephen L.
    This paper describes the examination of emerging institutions and phase transition of service ecosystems in value cocreation processes under the basic tenets of service-dominant logic. We conducted several computational experiments with an agent-based model, in which we represented the generic actors and their operant resources, and examined their interactive behaviors in agent-based simulations. In the simulations, actors started changing their social properties from self-supporting individuals to reciprocal resource integraters. During the transaction, the actors increasingly specialized into specific roles and clusters of actors with the identical roles emerged – pointing towards processes of institutionalization, and dependent on the conditions of land fertility levels. Several phase transitions were observed in emerging service ecosystems, which were supported by complex structures of exchange and collaboration networks.
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    Cognitive and Emotional Load Influence Response Time of Service Agents: A Large Scale Analysis of Chat Service Conversations
    ( 2019-01-08) Rafaeli, Anat ; Altman, Daniel ; Yom-Tov, Galit
    We highlight two psychological aspects of the load in service work -- cognitive load (amount of information customers present) and emotional load (emotions customers present), and examine their effects on response time of service agents, in service conversations conducted using text-based chats. Using operational data of 145,995 chat service conversations, we show that cognitive load and emotional load increase agent response time both between and within service conversations. Our analyses unpack common assumptions that number of customers is identical to amount of work load, and shed light on customer-agent dynamics both between and within service conversations. In using operational data for studying text-based service communication, which is rapidly expanding and insufficiently studied, we open up exciting opportunities for further research.
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