Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond

Show full item record

Permalink

Citation

Henkel , A P , Caic , M , Blaurock , M & Okan , M 2020 , ' Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond ' , Journal of Service Management . https://doi.org/10.1108/JOSM-05-2020-0145

Title: Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond
Author: Henkel, Alexander P.; Caic, Martina; Blaurock, Marah; Okan, Mehmet
Contributor: Hanken School of Economics, Marketing, Helsinki
Belongs to series: Journal of Service Management
ISSN: 1757-5818
Abstract: Purpose: Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose of the underlying paper is to take a transformative research perspective on how social robots can be deployed for advancing the well-being of these vulnerable consumers and to spur robotic transformative service research (RTSR). Design/methodology/approach: This paper follows a conceptual approach that integrates findings from various domains: service research, social robotics, social psychology and medicine. Findings: Two key findings advanced in this paper are (1) a typology of robotic transformative service (i.e. entertainer, social enabler, mentor and friend) as a function of consumers' state of social isolation, well-being focus and robot capabilities and (2) a future research agenda for RTSR. Practical implications: This paper guides service consumers and providers and robot developers in identifying and developing the most appropriate social robot type for advancing the well-being of vulnerable consumers in social isolation. Originality/value: This study is the first to integrate social robotics and transformative service research by developing a typology of social robots as a guiding framework for assessing the status quo of transformative robotic service on the basis of which it advances a future research agenda for RTSR. It further complements the underdeveloped body of service research with a focus on eudaimonic consumer well-being.
Date: 2020-08-18
Subject: 512 Business and Management
COVID-19
Eudaimonic well-being
Robotic transformative service research
Social robots
Vulnerable consumers
KOTA2020?
PREM2020_10
2 - Hybrid open access publication channel
1 - Self archived
https://helda.helsinki.fi/dhanken/handle/10227/357813
1- Minst en av författarna har en utländsk affiliation
1- Publicerad utomlands
0- Ingen affiliation med ett företag
Rights:


Files in this item

Total number of downloads: Loading...

Files Size Format View
10_1108_JOSM_05_2020_0145.pdf 534.8Kb PDF View/Open

This item appears in the following Collection(s)

Show full item record