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
-
Quality Assurance: Support to Achieve the Best Research
When it comes to trustworthy research, the outcomes tell only a part of the story. In CAPHRI, focus lies on how those results are achieved, and help is offered along the way.
-
UM Lost Property Finds a New Purpose Through Jas voor Jeugd
Every year, a large number of lost property items at Maastricht University (UM) are never reclaimed. A shame, as many of these items are still perfectly usable. Thanks to the collaboration with Jas voor Jeugd, they are now being given a valuable second life.
-
How CURIOUS is strengthening health education in Somalia
Through the Erasmus+ funded CURIOUS project, universities from Europe and Somalia work together to improve nursing education by sharing knowledge and building lasting partnershipsUM news
