Improve Customer Engagement by Implementation of Service Robot - A case study in collaboration with Husqvarna Group

Detta är en Master-uppsats från Göteborgs universitet/Graduate School

Sammanfattning: Background and Purpose: Customer engagement has strategic importance for firms since itenhances the performance of the firm in various aspects. Nowadays, firms are employingadvanced technology to increase customer engagement. Infused by the development ofartificial intelligence technology, frontline service robots are widely implemented by serviceproviders. This study aims to explore the relationship between the frontline service robot andcustomer engagement.Methodology: An extensive literature review of previous academic research has been utilizedand a conceptual framework is developed. The quantitative research method is used in thisstudy with a deductive approach based on a field social survey at Husqvarna concept store.Findings and Conclusions: The results of this study emphasized the importance of thefeeling of customers after they interact with the service robot and found a positiverelationship between it and the perceived innovativeness, service experience, customersatisfaction, and customer engagement.

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