Existing research addresses how automated service encounters offer direct and physical interaction with customers in frontline services. However, these contributions are often theoretical, and more empirical research is needed on how automated interactions in services influence customer experiences, value creation and providers’ outcomes. The purpose of this study is to explore how automated service interaction offered by telepresence robots (telerobots) impacts the service encounters in real estate. Through an experimental case study, we investigate how automated visits through telerobots affects the service experience for potential tenants of co-working spaces as compared to face-to-face interactions. Overall, the automated experience resulted better as compared to what participants typically experience when seeing pictures online, but not yet good enough to substitute visiting the premises in real life.
|Title of host publication||Proceedings of AIRSI2019 "Artificial Intelligence & Robotics in Service Interactions: Trends, Benefits & Challenges|
|Number of pages||11|
|Publication status||Published - 2019|
|Event||AIRSI2019 "Artificial Intelligence & Robotics in Service Interactions: Trends, Benefits & Challenges" - Zaragoza, Spain|
Duration: 7 Aug 2019 → …
|Conference||AIRSI2019 "Artificial Intelligence & Robotics in Service Interactions: Trends, Benefits & Challenges"|
|Period||07/08/2019 → …|