Robots on Blockchain: Emergence of Robotic Service Organizations

Nobuyuki Fukawa

doi:10.15358/2511-8676-2020-1-9

Contents
- Chapter Expand | CollapseAuthorsPage
- 1–2 Titelei/Inhaltsverzeichnis 1–2
- 3–8 Editorial: Artificial Intelligence and Robots in the Service Encounter Stefanie Paluch, Jochen Wirtz Stefanie Paluch, Jochen Wirtz 3–8
- 9–68 Research Articles 9–68
  - 9–20 Robots on Blockchain: Emergence of Robotic Service Organizations Nobuyuki Fukawa Nobuyuki Fukawa 9–20
  - 21–34 Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview Study Patrick Meyer, Julia M. Jonas, Angela Roth Patrick Meyer, Julia M. Jonas, Angela Roth 21–34
  - 35–51 How Service Quality Influences Customer Acceptance and Usage of Chatbots? Lars Meyer-Waarden, Giulia Pavone, Thanida Poocharoentou, Piyanut Prayatsup, Maëlis Ratinaud, Agathe Tison, Sara Torné Lars Meyer-Waarden, Giulia Pavone, Thanida Poocharoentou, Piyanut Prayatsup, Maëlis Ratinaud, Agathe Tison, Sara Torné 35–51
  - 52–68 Siri, Do I like You? Digital Voice Assistants and Their Acceptance by Consumers Karolina Ewers, Daniel Baier, Nadine Höhn Karolina Ewers, Daniel Baier, Nadine Höhn 52–68
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SMR - Journal of Service Management Research , page 9 - 20

Robots on Blockchain: Emergence of Robotic Service Organizations

Autoren

Nobuyuki Fukawa

DOI
- doi.org/10.15358/2511-8676-2020-1-9
- ISSN: 2511-8676
- ISSN online: 2942-3392
Zusammenfassung

Radical changes in the technological environment have been forcing service providers to consider whether, if so, how to automate any aspects of their services with robots and other emerging technologies. Some service providers have been adopting robotic service assistants, and even creating organizations partially or fully automated by robots. However, some service providers have not been able to fully take advantage of RSAs’ benefits in a way that enhances customer service experiences. We review those challenges of RSAs and discuss the potential application of blockchain technology in governing a robotic service organization, the concept we propose in this study. Drawing on transaction cost theory and resource-based theory, we discuss theoretical implications of the impact of blockchain technology on the governance of a robotic service organization. Our study represents one of the first theoretical research to evaluate the impact of blockchain technology in a robotic service economy.

Abstract

Radical changes in the technological environment have been forcing service providers to consider whether, if so, how to automate any aspects of their services with robots and other emerging technologies. Some service providers have been adopting robotic service assistants, and even creating organizations partially or fully automated by robots. However, some service providers have not been able to fully take advantage of RSAs’ benefits in a way that enhances customer service experiences. We review those challenges of RSAs and discuss the potential application of blockchain technology in governing a robotic service organization, the concept we propose in this study. Drawing on transaction cost theory and resource-based theory, we discuss theoretical implications of the impact of blockchain technology on the governance of a robotic service organization. Our study represents one of the first theoretical research to evaluate the impact of blockchain technology in a robotic service economy.
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