... rights only Service encounter Technology and service Smart services Service robot In recent years, consumers have become increasingly familiar with robots delivering orders to their rooms, chatbots inquiring about their stay experience, and automated chefs preparing meals. Technology...

...Chen-Yu Lin Purpose This study aims to identify the antecedent factors influencing consumer attitudes and patronage intentions toward an intelligent unmanned convenience store (IUCVS) in Taiwan. The IUCVS is a new smart service that offers customers a novel shopping experience, given...

... of the first, according to authors’ knowledge, to investigate consumer perceptions of PST. Health insurance Wearable technology Smart services Self-tracking Fitness tracker Over the past few years, self-tracking – also referred to as life-logging or the quantified-self (QS) – has emerged...

... on such SSTs. Design/methodology/approach The paper is based on conceptual development of customer SSDs and exploratory qualitative insight from representatives of companies offering various types of SSDs. Findings This paper introduces SSDs as customer-possessed and controlled smart service devices...

...Nancy V. Wuenderlich; Kristina Heinonen; Amy L. Ostrom; Lia Patricio; Rui Sousa; Chris Voss; Jos G.A.M. Lemmink Purpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects...