A3 Vertaisarvioitu kirjan tai muun kokoomateoksen osa

Smart Technologies in Service Provision and Experience




TekijätMele Cristina, Russo Spena Tiziana, Kaartemo Valtteri

ToimittajaBo Edvardsson, Bård Tronvoll

KustannuspaikkaCham

Julkaisuvuosi2022

Kokoomateoksen nimiPalgrave Handbook of Service Management

Aloitussivu887

Lopetussivu906

ISBN978-3-030-91827-9

eISBN978-3-030-91828-6

DOIhttps://doi.org/10.1007/978-3-030-91828-6_42

Verkko-osoitehttps://doi.org/10.1007/978-3-030-91828-6_42

Rinnakkaistallenteen osoitehttps://research.utu.fi/converis/portal/detail/Publication/175378651


Tiivistelmä

Service technologies have evolved rapidly in the last 20 years, concretely affecting service practices. The spread of smartphones, tablets, and smart objects has contributed to the exponential increase in connectivity. The growing number of connected smart devices configures complex ecosystems in which objects interact and communicate through the exchange of data and access to a multiplicity of previously shared information. In this context, technologies open new horizons and scenarios that are not always imaginable and also highlight the need to radically rethink service practices and methods of organizing service relations. This chapter addresses how smart technologies (e.g., artificial intelligence, wearables, chatbots, service/social robots, blockchain) can affect service practices by making service provision smart and fostering a smart service experience.


Ladattava julkaisu

This is an electronic reprint of the original article.
This reprint may differ from the original in pagination and typographic detail. Please cite the original version.





Last updated on 2024-26-11 at 10:43