Telerobots in real estate services: A case of automated service encounters

Giulia Nardelli, Alexandre Alapetite, John Paulin Hansen, Trine Plambech

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Abstract

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.
Original languageEnglish
Title of host publicationProceedings of AIRSI2019 "Artificial Intelligence & Robotics in Service Interactions: Trends, Benefits & Challenges
Number of pages11
Publication date2019
Publication statusPublished - 2019
EventAIRSI2019 "Artificial Intelligence & Robotics in Service Interactions: Trends, Benefits & Challenges" - Zaragoza, Spain
Duration: 7 Aug 2019 → …

Conference

ConferenceAIRSI2019 "Artificial Intelligence & Robotics in Service Interactions: Trends, Benefits & Challenges"
CountrySpain
CityZaragoza
Period07/08/2019 → …

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