MCR Earns Esteemed Robert Johnston Best Paper Award for "Journal of Service Management" Research
The Maastricht Center for Robots (MCR) has been recognized for its exceptional contribution to the field of robotics with the prestigious Robert Johnston 2022 Best Paper Award. The award-winning research titled "The Service Triad: An Empirical Study of Service Robots, Customers, and Frontline Employees" was published in the esteemed Journal of Service Management.
This empirical study delves into the role of service robots within the service triad of technology, customers, and frontline employees. Through a combination of a field study at DADAWAN and scenario-based experiments, the researchers aimed to understand the impact of service robots' value perceptions and the quality of employee-customer interactions. The findings reveal the complex interplay among these key actors and their influence on customer repatronage. Moreover, the study highlights the utilitarian value of service robots and offers valuable insights for service managers, robot engineers, and policymakers regarding potential augmentation or substitution roles within the service triad.
As part of its dedication to disseminating knowledge and fostering innovation, the MCR extends an invitation to access the award-winning paper freely. The full article is accessible at https://doi.org/10.1108/JOSM-10-2020-0372.
The Maastricht Center for Robots (MCR) focuses on the opportunities and challenges that arise from the rapid advancement of service and social robots.
You can also follow them on LinkedIn.
Also read
-
Maastricht University takes care of many distinctive buildings and art works that we all know. By giving them a new purpose, we preserve these icons and give them a new meaning, making them the vibrant heart of a bustling city.
Did you know that these buildings and art works also provide access to...
-
Two Law PhD candidates of the Maastricht Faculty received awards for their doctoral theses during the 21st International Congress of the International Association of the Penal Law in Paris.
-
We are happy to have welcomed you on June 19th during our annual CAPHRI Research Day 2024 with the theme “Fostering Wellbeing in our CAPHRI Community”. We look back at yet another successful edition, where we got the chance to meet, interact, discuss, reflect and learn. Thank you for your presence...
