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

Abstract

Background and Purpose: Customer engagement has strategic importance for firms since it enhances the performance of the firm in various aspects. Nowadays, firms are employing advanced technology to increase customer engagement. Infused by the development of artificial intelligence technology, frontline service robots are widely implemented by service providers. This study aims to explore the relationship between the frontline service robot and customer engagement. Methodology: An extensive literature review of previous academic research has been utilized and a conceptual framework is developed. The quantitative research method is used in this study 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 the feeling of customers after they interact with the service robot and found a positive relationship between it and the perceived innovativeness, service experience, customer satisfaction, and customer engagement.