Meyer P, Nelson A, Schymanietz M (2020)
Publication Language: English
Publication Type: Conference contribution, Conference Contribution
Publication year: 2020
Event location: Dublin
Due to rising online competition, increasing cost pressure and omnichannel customer journeys, stationary retailers are attempting to co-create value with customers and frontline employees (FLEs) through new technologies. Technological advances are expected to profoundly change stationary retail’s service systems. Among other technologies, service robots are said to have the potential to revitalise interactive value creation in stationary retail. To date, scholarly research has tended to focus on understanding individual stakeholder’s perceptions of service robots in isolation – either focusing on customers’ or FLEs’ acceptance of and resistance to service robots, while leaving the retail managers’ perspective out of consideration. In this study, a mixed methods approach, combining a systematic literature review (SLR) and a qualitative exploratory interview study among 14 retail managers, is adopted to gain a profound and comprehensive understanding of retail managers’ perceptions of service robots in retail systems. While the SLR identified articles that mainly focus on customers’ and/or FLEs’ perceptions of service robots and only address the retail manager’s issues in the managerial implications, the findings of the subsequently conducted interview study identifies nine aspects of acceptance of and resistance to service robots by retail managers, such as distressed workforce, quality of service interaction or impact on company image.
APA:
Meyer, P., Nelson, A., & Schymanietz, M. (2020). Retail Managers’ Perceptions of Service Robots in Organizational Frontlines – A Mixed Methods Approach. In Proceedings of the 20th Conference of the European Academy of Management (EURAM). Dublin.
MLA:
Meyer, Patrick, Anja Nelson, and Martin Schymanietz. "Retail Managers’ Perceptions of Service Robots in Organizational Frontlines – A Mixed Methods Approach." Proceedings of the 20th Conference of the European Academy of Management (EURAM), Dublin 2020.
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