WEKO3
Item
Human augmentation technology as a driver of enhanced service experiences
https://aist.repo.nii.ac.jp/records/2003430
https://aist.repo.nii.ac.jp/records/2003430b8d8eda9-9e8b-4752-8f3c-b323b945e168
| Name / File | License | Actions |
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Service_Experience_Book_Chapter_watanabe_AAM.pdf (257 KB)
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| Item type | AIST Metadata(journal article)(1) | |||||||||||||
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| PubDate | 2026-03-12 | |||||||||||||
| Title | ||||||||||||||
| Title | Human augmentation technology as a driver of enhanced service experiences | |||||||||||||
| Language | en | |||||||||||||
| Description | ||||||||||||||
| Description Type | Abstract | |||||||||||||
| Description | The application of human augmentation technology (HAT), such as virtual reality, avatar robots, and multimodal sensors, is increasing on service frontlines. To ensure effective use, it is important to take a holistic view of HAT’s role and impact in service encounters. Therefore, this chapter discusses the concept of ‘HAT for service encounters’ and its potential impact on service experiences. Based on a review of existing HAT and frontline service technology studies, a working definition of HAT for service encounters is provided to highlight HAT’s role in enhancing service experiences. A categorical scheme is also introduced to provide an overview of the impacts of different types of HAT (sensory, cognitive, physical, and social) on service encounters and HAT users (frontline employees/customers). This chapter contributes to the theoretical understanding of HAT for service encounters in service research, and its implementation in the service industry. | |||||||||||||
| Language | en | |||||||||||||
| Author (Creator) name |
Watanabe, Kentaro
× Watanabe, Kentaro （代表著者）
ORCID
0000-0002-0284-4982
× Ho, Quang Bach （著者）
ORCID
0000-0003-0254-1348
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| Access Rights | ||||||||||||||
| Access Rights | open access | |||||||||||||
| Access Rights URI | http://purl.org/coar/access_right/c_abf2 | |||||||||||||
| Terms of Use | ||||||||||||||
| Rights | This is a draft chapter. The final version is available in Handbook of Service Experience edited by Kristensson, P., Witell, L., Zaki, M., published in 2025, Edward Elgar Publishing Ltd. https://doi.org/10.4337/9781035300198.00022 | |||||||||||||
| Language | en | |||||||||||||
| Keyword | ||||||||||||||
| Language | ja | |||||||||||||
| Subject Scheme | Other | |||||||||||||
| Subject | 人間拡張技術 | |||||||||||||
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| Language | ja | |||||||||||||
| Subject Scheme | Other | |||||||||||||
| Subject | サービス体験 | |||||||||||||
| Keyword | ||||||||||||||
| Language | ja | |||||||||||||
| Subject Scheme | Other | |||||||||||||
| Subject | フロントラインサービス技術 | |||||||||||||
| Keyword | ||||||||||||||
| Language | ja | |||||||||||||
| Subject Scheme | Other | |||||||||||||
| Subject | サービスエンカウンター | |||||||||||||
| Keyword | ||||||||||||||
| Language | ja | |||||||||||||
| Subject Scheme | Other | |||||||||||||
| Subject | フロントライン従業員 | |||||||||||||
| Keyword | ||||||||||||||
| Language | en | |||||||||||||
| Subject Scheme | Other | |||||||||||||
| Subject | human augmentation technology | |||||||||||||
| Keyword | ||||||||||||||
| Language | en | |||||||||||||
| Subject Scheme | Other | |||||||||||||
| Subject | service experience | |||||||||||||
| Keyword | ||||||||||||||
| Language | en | |||||||||||||
| Subject Scheme | Other | |||||||||||||
| Subject | frontline service technology | |||||||||||||
| Keyword | ||||||||||||||
| Language | en | |||||||||||||
| Subject Scheme | Other | |||||||||||||
| Subject | service encounter | |||||||||||||
| Keyword | ||||||||||||||
| Language | en | |||||||||||||
| Subject Scheme | Other | |||||||||||||
| Subject | frontline employees | |||||||||||||
| Publisher | ||||||||||||||
| Publisher | Edward Elgar Publishing Ltd. | |||||||||||||
| Language | en | |||||||||||||
| Date | ||||||||||||||
| Date | 2026-03-12 | |||||||||||||
| Date Type | Issued | |||||||||||||
| Language | ||||||||||||||
| Language | eng | |||||||||||||
| Resource Type | ||||||||||||||
| Resource Type Identifier | http://purl.org/coar/resource_type/c_6501 | |||||||||||||
| Resource Type | journal article | |||||||||||||
| Version Type | ||||||||||||||
| Version Type | AM | |||||||||||||
| Version Type Resource | http://purl.org/coar/version/c_ab4af688f83e57aa | |||||||||||||
| Relation | ||||||||||||||
| Relation Type | isVersionOf | |||||||||||||
| Identifier Type | DOI | |||||||||||||
| Related Identifier | https://doi.org/10.4337/9781035300198.00022 | |||||||||||||
| Source Title | ||||||||||||||
| Source Title | Handbook of Service Experience | |||||||||||||
| Language | en | |||||||||||||
| Page Start | ||||||||||||||
| Start Page | 191 | |||||||||||||
| Page End | ||||||||||||||
| End Page | 203 | |||||||||||||
