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http://hdl.handle.net/1942/39670
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DC Field | Value | Language |
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dc.contributor.author | HOTTAT, Eline | - |
dc.contributor.author | LEROI-WERELDS, Sara | - |
dc.contributor.author | STREUKENS, Sandra | - |
dc.date.accessioned | 2023-03-09T14:59:44Z | - |
dc.date.available | 2023-03-09T14:59:44Z | - |
dc.date.issued | 2023 | - |
dc.date.submitted | 2023-03-03T15:27:46Z | - |
dc.identifier.citation | Journal of Service Management, 34 (4) , p. 696-724 | - |
dc.identifier.uri | http://hdl.handle.net/1942/39670 | - |
dc.description.abstract | PurposeFollowing a contingency approach, this paper aims to understand when service automation can enhance or destroy value for customers in the frontline by (1) providing a comprehensive overview of factors that influence the value co-creation/co-destruction potential of service automation and (2) zooming in on the combination of service contexts and service tasks to develop research propositions.Design/methodology/approachThis paper uses a grounded theory approach based on qualitative data from multiple methods (i.e. a diary study with follow-up interviews, a consultation of academic experts and a storyboard study) as well as a systematic literature review to develop (1) a Framework of Automated Service Interactions (FASI) and (2) a contingency model for service tasks/contexts.FindingsThis paper presents a framework which gives an overview of factors influencing the value co-creation/co-destruction potential of service automation. The framework discerns between three types of factors: service design (i.e. controllable and manageable by the organization), static contingency (i.e. uncontrollable and fixed) and dynamic contingency (i.e. uncontrollable and flexible). Furthermore, the paper presents a contingency model based on the combination of service contexts and service tasks which results in seven research propositions.Originality/valueThis paper brings structure in the fragmented field of service automation. It integrates and summarizes insights regarding service automation and sheds more light on when service automation has the potential to create or destroy value in the organizational frontline. | - |
dc.language.iso | en | - |
dc.publisher | EMERALD GROUP PUBLISHING LTD | - |
dc.rights | Emerald Publishing Limited | - |
dc.subject.other | Service automation | - |
dc.subject.other | Value co-creation | - |
dc.subject.other | Value co-destruction | - |
dc.subject.other | Service robot | - |
dc.subject.other | Self-service technology | - |
dc.subject.other | Frontline service technology | - |
dc.title | To automate or not to automate? A contingency approach to service automation | - |
dc.type | Journal Contribution | - |
dc.identifier.epage | 724 | - |
dc.identifier.issue | 4 | - |
dc.identifier.spage | 696 | - |
dc.identifier.volume | 34 | - |
local.format.pages | 29 | - |
local.bibliographicCitation.jcat | A1 | - |
dc.description.notes | Leroi-Werelds, S (corresponding author), Hasselt Univ, Dept Mkt & Strategy, Diepenbeek, Belgium. | - |
dc.description.notes | eline.hottat@uhasselt.be; sara.leroiwerelds@uhasselt.be; | - |
dc.description.notes | sandra.streukens@uhasselt.be | - |
local.publisher.place | HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND | - |
local.type.refereed | Refereed | - |
local.type.specified | Article | - |
dc.identifier.doi | 10.1108/JOSM-04-2022-0125 | - |
dc.identifier.isi | 000924856200001 | - |
local.provider.type | wosris | - |
local.description.affiliation | [Hottat, Eline; Leroi-Werelds, Sara; Streukens, Sandra] Hasselt Univ, Dept Mkt & Strategy, Diepenbeek, Belgium. | - |
local.uhasselt.international | no | - |
item.fulltext | With Fulltext | - |
item.accessRights | Open Access | - |
item.contributor | HOTTAT, Eline | - |
item.contributor | LEROI-WERELDS, Sara | - |
item.contributor | STREUKENS, Sandra | - |
item.fullcitation | HOTTAT, Eline; LEROI-WERELDS, Sara & STREUKENS, Sandra (2023) To automate or not to automate? A contingency approach to service automation. In: Journal of Service Management, 34 (4) , p. 696-724. | - |
crisitem.journal.issn | 1757-5818 | - |
crisitem.journal.eissn | 1757-5826 | - |
Appears in Collections: | Research publications |
Files in This Item:
File | Description | Size | Format | |
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Hottat et al. 2023 - Author version.PDF.pdf | Peer-reviewed author version | 1.02 MB | Adobe PDF | View/Open |
JOSM-04-2022-0125_proof 696..724.pdf Restricted Access | Published version | 825.77 kB | Adobe PDF | View/Open Request a copy |
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