THE TRANSFORMING IMPACT OF DIGITALIZATION ON SERVICE.

Digitization has significantly improved the efficiency and effectiveness of service delivery. As robots offer service companies new opportunities to serve their customers innovatively, the service industry is eager to experiment with their use. Analysis in this article shows in which areas of application service companies can integrate robots into customer interaction, for which tasks they are suitable, and which design features need to be considered. The results highlight that digitization facilitates real-time monitoring and evaluation of service performance, enabling service providers to promptly identify and address issues. [ABSTRACT FROM AUTHOR]