Concepedia

Service Automation

Service Automation is a systematic method within service management that integrates technological tools and processes to execute service tasks with minimal human intervention, thereby distinguishing itself from manual or partially supported service delivery approaches.

123

Publications

8.8K

Citations

349

Authors

186

Institutions

Publications per year

2017–2026

70

Parents

Publications

123

Close encounters of the digital kind: A research agenda for the digitalization of public services

Ida Lindgren, Christian Østergaard Madsen, Sara Hofmann et al. · Government Information Quarterly · 2019 · 488 citations · Full text

, , +16

Adoption of robots and service automation by tourism and hospitality companies

Stanislav Ivanov, Craig Webster, Katerina Berezina · PROA-UA · 2019 · 420 citations · Full text

, , +15

How Big Data Analytics Enables Service Innovation: Materiality, Affordance, and the Individualization of Service

Christiane Lehrer, Alexander Wieneke, Jan vom Brocke et al. · Journal of Management Information Systems · 2018 · 395 citations · Full text

, , +14

“Futurizing” smart service: implications for service researchers and managers

Nancy Wuenderlich, Kristina Heinonen, Amy L. Ostrom et al. · Journal of Services Marketing · 2015 · 344 citations · Full text

, , +17

Service system fundamentals: Work system, value chain, and life cycle

Steven Alter · IBM Systems Journal · 2008 · 332 citations · Full text

, , +15

1–5 of 123

Authors

349

  1. SI
    Stanislav Ivanov

    Varna University of Management, Bulgaria

    3 publications · 856 citations

    3

    h-index

  2. FL
    Freddy Lécué

    Institut national de recherche en sciences et technologies du numérique, France

    3 publications · 89 citations

    3

    h-index

  3. JW
    Jochen Wirtz

    National University of Singapore, Singapore

    3 publications · 271 citations

    3

    h-index

  4. MC
    Mary C. Lacity

    University of Missouri–St. Louis, United States

    3 publications · 207 citations

    3

    h-index

  5. SM
    Sarit Mukherjee

    Nokia (United States), United States

    2 publications · 64 citations

    2

    h-index

1–5 of 349

Institutions

186

  1. National University of Singapore

    Singapore, Singapore

    3 h-index

    3 publications

    271 citations

  2. Universidade do Porto

    Porto, Portugal

    3 h-index

    6 publications

    471 citations

  3. IBM (United States)

    Armonk, United States

    3 h-index

    7 publications

    166 citations

  4. Orange (France)

    Paris, France

    3 h-index

    6 publications

    225 citations

  5. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    3 h-index

    11 publications

    667 citations

  6. IBM Research - Thomas J. Watson Research Center

    Yorktown Heights, United States

    2 h-index

    4 publications

    100 citations

  7. Polytechnic Institute of Bragança

    Bragança, Portugal

    2 h-index

    2 publications

    55 citations

  8. Hanken School of Economics

    Helsinki, Finland

    2 h-index

    2 publications

    402 citations

1–8 of 186

Venues

  1. Journal of Service Research

    JSR · 3 publications · 233 citations

    3

    h-index

  2. Journal of service management

    3 publications · 129 citations

    3

    h-index

  3. IBM Systems Journal

    2 publications · 358 citations

    2

    h-index

  4. Journal of Information Technology Teaching Cases

    JITTC · 2 publications · 187 citations

    2

    h-index

  5. Journal of Operations Management

    2 publications · 236 citations

    2

    h-index

1–5