{"title":"A new approach to automating services","authors":"Mary C Lacity, L. Willcocks","doi":"10.7551/mitpress/11633.003.0015","DOIUrl":null,"url":null,"abstract":"While many white collar workers may feel threatened by service automation, companies that thoughtfully automate services are finding that the worries are overblown. By pairing humans and robots, companies can deliver better services for less, and jobs can become more interesting.","PeriodicalId":48169,"journal":{"name":"Mit Sloan Management Review","volume":null,"pages":null},"PeriodicalIF":4.0000,"publicationDate":"2016-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"158","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Mit Sloan Management Review","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.7551/mitpress/11633.003.0015","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 158
Abstract
While many white collar workers may feel threatened by service automation, companies that thoughtfully automate services are finding that the worries are overblown. By pairing humans and robots, companies can deliver better services for less, and jobs can become more interesting.
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