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.
Also read
-
Maastricht Montesquieu Institute (MMI) to be discontinued as of 1 September 2025
MMI to be discontinued as of 1 September 2025; research continues elsewhere.
-
UM stands firm for academic freedom and international law
The world is going through turbulent times. The horrific violence in places like Gaza and Ukraine, as well as anti-academic trends in countries such as the United States, have also sparked discussion within our university community. These discussions range from the role universities should play in...
-
More green, more life: how FS is working on biodiversity on campus
Facility Services (FS) at Maastricht University is actively working to create a greener, more vibrant, and more sustainable university campus, in line with the ambitions of the new UM Sustainability Roadmap. Through initiatives such as Bioblitz – in which students and staff can spot and register...
