Technologies in service communication: looking forward

Dominik Mahr, Jisu Huh

Research output: Contribution to journalArticlepeer-review

1 Scopus citations

Abstract

Purpose: The aim of the paper is to bring together the state-of-the-art research and theory from the communication and service research fields to examine the implications of new technologies for the future of service communication. Design/methodology/approach: The authors apply the media affordances perspective to develop an overarching framework that facilitates theoretical conceptualization and research question formulation on the constantly evolving technology-enabled communication formats. Findings: Central to the forward-looking framework of service communication facilitated by new technologies, this paper identifies various affordances at the service frontline where service customers and providers interact with the technologies. Customers are empowered to expand their roles blurring the role distinction between service providers and customers. Depending on what kind of relationships service providers form with the emerging technologies, they may develop new service communication strategies and new interaction possibilities with customers. As a result, the technologies' affordances would facilitate value creation outcomes that can manifest in the external (whether it is in the physical or digital space) and/or internal (one's own mind) spaces. Applying the affordances framework, the authors map out four key areas of future research regarding new technologies in service communication: (1) social media technologies; (2) multisensory reality-enhancing technologies; (3) AI-enabled voice assistants; and (4) AI-driven service robots. Originality/value: This paper proposes an original theoretical framework to stimulate and guide future research and theory development regarding the implications of new technologies in the constantly evolving and complex service communication landscape.

Original languageEnglish (US)
Pages (from-to)648-656
Number of pages9
JournalJournal of Service Management
Volume33
Issue number4-5
DOIs
StatePublished - Jul 8 2022

Bibliographical note

Publisher Copyright:
© 2022, Dominik Mahr and Jisu Huh.

Keywords

  • Affordances
  • Innovation
  • Services communication
  • Technology

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