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- Title
Dienstleistungsmanagement im Zeitalter von AI und Robotik – ein Potenzial für Kundenwert und Produktivität – aber nicht so rasch.
- Authors
Bieger, Thomas; Laesser, Christian; Berger, Florian
- Abstract
The article "Service Management in the Age of AI and Robotics - Potential for Customer Value and Productivity - but not so fast" deals with service management in the context of artificial intelligence (AI) and robotics. It emphasizes that services are an important part of marketing and are closely linked to customer satisfaction and product design. The CEO of Jungfraubahnen, Urs Kessler, provides examples of the implementation of AI and robotics in various areas of service management. It is pointed out that the acceptance of customers and employees is crucial for the successful use of these technologies. It is also noted that the productivity of personal services can be improved through the use of robotics and AI, which can have a positive impact on wage potential and career opportunities.
- Subjects
VOCATIONAL guidance; CUSTOMER satisfaction; ARTIFICIAL intelligence; PRODUCT design; CONSUMERS
- Publication
Marketing Review St. Gallen, 2024, Issue 4, p2
- ISSN
1865-6544
- Publication type
Article