Managing Robotics in Retail: A Service Systems Perspective (Markt- und Unternehmensentwicklung Markets and Organisations)

Foreword
Abstract
Contents
Abbreviations
List of Figures
List of Tables
Part I Introduction—Motivation and Research Setting
1 Motivation
2 Relevance
3 Overall Research Design
	3.1 Research Questions
	3.2 Research Approach
4 Structure of the Dissertation
Part II Theoretical Background—Service Robots in Retail Service Systems
5 Goal and Structure
6 Service-Dominant Logic as a  Research Lens
	6.1 Understanding Retail Functions
	6.2 Contrasting Transaction Cost Theory and Service-Dominant Logic
	6.3 Value Co-Creation from a Service-Dominant Logic Perspective
7 Service Systems as a Unit of Analysis
	7.1 Understanding Service Systems
	7.2 Defining the Retail Service System
8 Frontstage Service Technology Adoption
	8.1 Traditional Theories of Technology Acceptance/Resistance
		8.1.1 Technology Acceptance Theories
		8.1.2 Technology Resistance Theories
	8.2 Contemporary Service Robot Acceptance Models
	8.3 Shortcomings of Current Technology Acceptance/Resistance Theories
9 Conclusion and Summary
Part III Understanding Service Robots—Create a Knowledge Base
10 Goal and Structure
11 Towards a Definition for  Service Robots
12 Sub-study 1a: State of Technology
	12.1 Research Design: Adapted Task-technology fit Approach
		12.1.1 Preparation
		12.1.2 Data Collection and Analysis
	12.2 Findings
13 Sub-study 1b: State of Knowledge
	13.1 Research Design: Systematic Literature Review
		13.1.1 Data Collection
		13.1.2 Data Analysis
	13.2 Findings
14 Discussion and Implications
	14.1 Theoretical Implications
	14.2 Managerial Implications
15 Conclusion and Summary
Part IV Understanding Customers—Interact with Service Robots
16 Goal and Structure
17 Conceptual Background: Customers’ Access to Value Propositions
18 Sub-study 2a: Experimental Field Study
	18.1 Research Design
		18.1.1 Preparation of Service Robot use Cases
		18.1.2 Data Collection
		18.1.3 Data Analysis
	18.2 Findings
19 Sub-study 2b: Exploratory Interview Study
	19.1 Data Collection
	19.2 Data Analysis
	19.3 Findings
		19.3.1 The Functional level
		19.3.2 The Relational Level
		19.3.3 The Organizational Level
20 Sub-study 2c: Short Survey and Questionnaire
	20.1 Data Collection
	20.2 Data Analysis
	20.3 Findings
21 Sub-study 2d: Scale Development
	21.1 Data Collection
	21.2 Data Analysis
	21.3 Findings
22 Discussion and Implications
	22.1 Theoretical Implications
		22.1.1 The Functional Level
		22.1.2 The Relational Level
		22.1.3 The Organizational Level
	22.2 Managerial Implications
23 Conclusion and Summary
Part V Understanding Frontstage Employees—Work with Service Robots
24 Goal and Structure
25 Conceptual Background: Frontstage Service Technologies
	25.1 Frontstage Service Technologies and  Frontstage Employees
	25.2 The Impact of Service Robots on Service Interactions
26 Sub-study 3a: Exploratory Interview Study
	26.1 Data Collection
	26.2 Data Analysis
	26.3 Findings
		26.3.1 The Functional Level
		26.3.2 The Relational Level
		26.3.3 The Organizational Level
27 Sub-study 3b: Scale Development
	27.1 Data Collection
	27.2 Data Analysis
	27.3 Findings
28 Discussion and Implications
	28.1 Theoretical Implications
		28.1.1 The Functional Level
		28.1.2 The Relational Level
		28.1.3 The Organizational Level
	28.2 Managerial Implications
29 Conclusion and Summary
Part VI Understanding Retail Managers—Leverage Service Robots
30 Objective and Structure
31 Conceptual Background: Retail Managers’ Boundary Role
32 Research Design: Exploratory Interview Study
	32.1 Data Collection
	32.2 Data Analysis
33 Findings
	33.1 Antecedents to the Adoption of SRs
		33.1.1 The Functional Level
		33.1.2 The Relational Level
		33.1.3 The Organizational Level
	33.2 Responses to the Adoption of SRs
		33.2.1 Transforming Frontstage Employees
		33.2.2 Transforming Work Routines
34 Discussion and Implications
	34.1 Theoretical Implications
		34.1.1 The Functional Level
		34.1.2 The Relational Level
		34.1.3 The Organizational Level
	34.2 Managerial Implications
35 Conclusion and Summary
Part VII Orchestrating Retail Service Systems—Manage Service Robots
36 Goal and Structure
37 Conceptual Background: Synthesized Key Insights
	37.1 Adoption Strategies
	37.2 Conflicting Goals
	37.3 Conflicting Potentials
38 Research Design
39 Requirement Derivation
	39.1 Design Principles for the Artifact MARIE
	39.2 Shortcomings of Current Technology Adoption Process Models
40 Initial Design of the Artifact MARIE
	40.1 The Global Level
	40.2 The Detailed Level
41 Evaluation of the Artifact MARIE
	41.1 Phase 1: Artificial-Formative Evaluation
	41.2 Phase 2: More Naturalistic-Formative Evaluation
42 Discussion and Implications
	42.1 Theoretical Implications
	42.2 Managerial Implications
43 Conclusion and Summary
Part VIII Concluding—Reflect Findings and Implications
44 Objective and Structure
45 Summary of Parts I–VII
	45.1 Creating a Basis (Part I–III)
	45.2 Understanding Key Stakeholders (Part IV–VI)
	45.3 Orchestrating Retail Service Systems (Part VII)
46 Reflect Findings and Implications
	46.1 Implications for Academia
	46.2 Limitations and Future Research
47 Concluding Remarks
References