Frontline Service Technology infusion: conceptual archetypes and future research directions

Smart technologies and connected objects are rapidly changing the organizational frontline

Arne De Keyser; Sarah Köcher; Linda Alkire (née Nasr); Cédric Verbeeck; Jay Kandampully

2019

Scholarcy highlights

  • Smart technologies and connected objects are rapidly changing the organizational frontline
  • This paper uses a conceptual approach integrating existing work on Frontline Service Technology infusion with artificial intelligence, robotics, XR and blockchain literature, while building on insights gathered through expert interviews and focus group conversations with members of two service research centers
  • The authors would like to thank the organizers and participants of the 2018 Organizational Frontlines Research Symposium for their feedback on an earlier version of this manuscript

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