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A new approach to automating services

Author

Listed:
  • Lacity, Mary C.
  • Willcocks, Leslie P.
Abstract
Companies are achieving productivity gains by using software robots to perform routine, rules-based service processes. If implemented well, such automation can result in high-performing human-robot teams, in which software robots and human employees complement one another.

Suggested Citation

  • Lacity, Mary C. & Willcocks, Leslie P., 2016. "A new approach to automating services," LSE Research Online Documents on Economics 68135, London School of Economics and Political Science, LSE Library.
    • Handle: RePEc:ehl:lserod:68135
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    File URL: http://eprints.lse.ac.uk/68135/
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    Citations

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    Cited by:

    1. Roman Šperka & Michal Halaška, 2023. "The performance assessment framework (PPAFR) for RPA implementation in a loan application process using process mining," Information Systems and e-Business Management, Springer, vol. 21(2), pages 277-321, June.
    2. Angelo Gasparre & Lia Tirabeni, 2024. "Choreographies of Care: A Dance of Human and Material Agency in Rehabilitation Work with Robots," Work, Employment & Society, British Sociological Association, vol. 38(2), pages 483-504, April.
    3. Uklańska Anna, 2023. "Robotic Process Automation (RPA) – Bibliometric Analysis and Literature Review," Foundations of Management, Sciendo, vol. 15(1), pages 129-140, January.
    4. Hasmawaty & Yulis Tyagita Utami & Darius Antoni, 2022. "Building Green Smart City Capabilities in South Sumatra, Indonesia," Sustainability, MDPI, vol. 14(13), pages 1-16, June.
    5. Shengliang Zhang & Chaoying Huang & Xiaodong Li & Ai Ren, 2022. "Understanding Impacts of Service Robots with the Revised Gap Model," Sustainability, MDPI, vol. 14(5), pages 1-23, February.
    6. Ahi, Alan A. & Sinkovics, Noemi & Shildibekov, Yelnur & Sinkovics, Rudolf R. & Mehandjiev, Nikolay, 2022. "Advanced technologies and international business: A multidisciplinary analysis of the literature," International Business Review, Elsevier, vol. 31(4).
    7. Guenther, Miriam & Guenther, Peter, 2021. "The complex firm financial effects of customer satisfaction improvements," International Journal of Research in Marketing, Elsevier, vol. 38(3), pages 639-662.
    8. Krakau, Jan & Feldmann, Carsten & Kaupe, Victor, 2021. "Robotic process automation in logistics: Implementation model and factors of success," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Jahn, Carlos & Kersten, Wolfgang & Ringle, Christian M. (ed.), Adapting to the Future: Maritime and City Logistics in the Context of Digitalization and Sustainability. Proceedings of the Hamburg International Conf, volume 32, pages 219-256, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
    9. Syaiful Anwar Mohamed & Moamin A. Mahmoud & Mohammed Najah Mahdi & Salama A. Mostafa, 2022. "Improving Efficiency and Effectiveness of Robotic Process Automation in Human Resource Management," Sustainability, MDPI, vol. 14(7), pages 1-18, March.
    10. Plattfaut, Ralf & Koch, Julian, 2021. "Preserving the legacy – Why do professional soccer clubs (not) adopt innovative process technologies? A grounded theory study," Journal of Business Research, Elsevier, vol. 136(C), pages 237-250.
    11. Foerster-Pastor Foerster-Metz Ulrike Stefanie & Golowko Nina, 2018. "The need for digital and soft skills in the Romanian business service industry," Management & Marketing, Sciendo, vol. 13(1), pages 831-847, March.

    More about this item

    JEL classification:

    • J50 - Labor and Demographic Economics - - Labor-Management Relations, Trade Unions, and Collective Bargaining - - - General

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