Cyborgs as Frontline Service Employees: A Research Agenda

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link.Purpose This paper identifies and explores potential applications of cyborgian technologies within service contexts and how service providers may leverage the integration of cyborgian service actors into their service proposition. In doing so, the paper proposes a new category of ‘melded’ frontline service employees (FLEs), where advanced technologies become embodied within human actors. The paper presents potential opportunities and challenges that may arise through cyborg technological advancements and proposes a future research agenda related to these. Design/methodology This study draws on literature in the fields of services management, Artificial Intelligence [AI], robotics, Intelligence Augmentation [IA] and Human Intelligence [HIs] to conceptualise potential cyborgian applications. Findings The paper examines how cyborg bio- and psychophysical characteristics may significantly differentiate the nature of service interactions from traditional ‘unenhanced’ service interactions. In doing so, we propose ‘melding’ as a conceptual category of technological impact on FLEs. This category reflects the embodiment of emergent technologies not previously captured within existing literature on cyborgs. We examine how traditional roles of FLEs will be potentially impacted by the integration of emergent cyborg technologies, such as neural interfaces and implants, into service contexts before outlining future research directions related to these, specifically highlighting the range of ethical considerations. Originality/Value Service interactions with cyborg FLEs represent a new context for examining the potential impact of cyborgs. This paper explores how technological advancements will alter the individual capacities of humans to enable such employees to intuitively and empathetically create solutions to complex service challenges. In doing so, we augment the extant literature on cyborgs, such as the body hacking movement. The paper also outlines a research agenda to address the potential consequences of cyborgian integration

Design Fiction Diegetic Prototyping: A Research Framework for Visualizing Service Innovations

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link.Purpose: This paper presents a design fiction diegetic prototyping methodology and research framework for investigating service innovations that reflect future uses of new and emerging technologies. Design/methodology/approach: Drawing on speculative fiction, we propose a methodology that positions service innovations within a six-stage research development framework. We begin by reviewing and critiquing designerly approaches that have traditionally been associated with service innovations and futures literature. In presenting our framework, we provide an example of its application to the Internet of Things (IoT), illustrating the central tenets proposed and key issues identified. Findings: The research framework advances a methodology for visualizing future experiential service innovations, considering how realism may be integrated into a designerly approach. Research limitations/implications: Design fiction diegetic prototyping enables researchers to express a range of ‘what if’ or ‘what can it be’ research questions within service innovation contexts. However, the process encompasses degrees of subjectivity and relies on knowledge, judgment and projection. Practical implications: The paper presents an approach to devising future service scenarios incorporating new and emergent technologies in service contexts. The proposed framework may be used as part of a range of research designs, including qualitative, quantitative and mixed method investigations. Originality: Operationalizing an approach that generates and visualizes service futures from an experiential perspective contributes to the advancement of techniques that enables the exploration of new possibilities for service innovation research

Role of Artificial Intelligence (AI) art in care of ageing society: focus on dementia

open access articleBackground: Art enhances both physical and mental health wellbeing. The health benefits include reduction in blood pressure, heart rate, pain perception and briefer inpatient stays, as well as improvement of communication skills and self-esteem. In addition to these, people living with dementia benefit from reduction of their noncognitive, behavioural changes, enhancement of their cognitive capacities and being socially active. Methods: The current study represents a narrative general literature review on available studies and knowledge about contribution of Artificial Intelligence (AI) in creative arts. Results: We review AI visual arts technologies, and their potential for use among people with dementia and care, drawing on similar experiences to date from traditional art in dementia care. Conclusion: The virtual reality, installations and the psychedelic properties of the AI created art provide a new venue for more detailed research about its therapeutic use in dementia

Robot relationships within communal/exchange service contexts: working paper

Emergent technologies are rapidly transforming the nature of services and service experiences. One particular area predicted to have a significant impact on these is the integration of robots into service systems. However, extant literature on service provider-user encounters and their consequential relationships implicitly assumes that the key social agents involved are primarily human. This proposed research will address this gap by investigating the extent to which robot anthropomorphization/animacy influences user perceptions of competence/professionalism and/or social cognition. It considers the impact of these on provider-user relational trust within contrasting service contexts. Specifically, using an innovative methodological approach, it will examine the extent to which ‘communal’ and ‘exchange’ contexts are influential on relational development intention and the type of relationship sought by service users

Cyborgian encounters in relationship marketing contexts

The paper discusses the theoretical development and concepts that may apply to a new class of human-robot relationship for marketing contexts. The presentation will discuss the preliminary findings into how firms/brands may integrate cyborgian service actors into their propositions

Using participant observation in Machinima research.

This paper reports on the research methodology used to investigate the social and relational aspects of Machinima, ie., the creation of original films using live and edited gamesplay from 3D games engines (Academy of Machinima Arts and Sciences). The aims of the research were to develop insight into the Machinima community, focusing upon the collaboration and consumption patterns of games players as well as the distribution and dissemination strategies for the original films. This paper firstly outlines the emergence of the Machinima community and its current stages of evolution in order to contextualise the subsequent discussion. Thereafter, it reviews the research design and methodology and considers a range of ethical dilemmas presented by the approaches taken to investigate the phenomenon. Finally, the paper concludes with a discussion of benefits and challenges and how these may be overcome. The methodology has potential to be useful in the study of similar emergent online socially and artistically oriented games-based phenomena where sensitivities in accessing the phenomenon, framing research questions and collecting relevant data are prevalent

Negotiations in buyer-seller relationships

This research provides a basis for consideration of the nature of inter-personal interaction between buyers and sellers in a marketing context. It brings together the models of business relationship development and negotiations. Modem businesses recognise that some relationships are more profitable than others. As a result, the focus is now on retention of customers, greater openness and closer relationships between organisations and agreements leading towards more mutually beneficial outcomes between partners. This emphasises the strategic importance of inter-personal relationships and, specifically, negotiation behaviour. Indeed, negotiation in marketing is a core competence which is vital to ensuring the longevity of business relationships. Despite the recognition of this, there is very little research into negotiations in the context of relationship marketing. Existing models of negotiation present a range of approaches from the extremes of the highly adversarial and competitive to integration and solution-building between the parties. Outcome success increases in importance to the negotiating parties as relationships develop into partnerships, and resource investment increases. Interpersonal interaction is characterised by exchange of information across a broad range of issues specific to the dyadic relationship. The process and nature of exchange becomes increasingly integrative. One of the significant features of this work is that of its observation and exploration of real and substantive negotiations between buyers and sellers. In order to examine the nature of interactions, this thesis develops and tests a coding mechanism applicable to real-life negotiations, supported by interview and questionnaire instruments. Negotiations have been categorised into Early, Mid and Partner stages of relational development. The findings of analyses indicate distinct patterns of negotiator behaviour at different stages of relational development. This has implications for the development of marketing theory as well as the behavioural stances adopted by individuals engaging in negotiations. Findings can aid decision-making in developing business relationships and also provide a means of recognising individual negotiator competences. This leads to more effectively targeted preparation and planning for interactions as well as skills training and, ultimately, outcome success

States of consciousness: performing sensory perceptions

This conference discussion paper outlines the potential impacts of our emerging scientific understanding of the breadth of human (and non-human) sensory perceptions on the future of theatrical performance. We examine how sensory perspectives may be taught and learned by performers and audiences

Internet of Things: understanding trust in techno-service systems

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link.The characteristics of the Internet of Things (IoT) are such that traditional models of trust developed within interpersonal, organisational, virtual and Information Systems (IS) contexts may be inappropriate for use within an IoT context. The purpose of this study is to offer empirically generated understandings of trust within potential IoT applications. In an attempt to capture and communicate the complex and all-pervading but frequently inconspicuous nature of ubiquitous technologies within potential IoT techno-systems, propositions developed are investigated using a novel mixed methods research design combining a videographic projective technique with a quantitative survey, sampling 1200 respondents. Research findings suggest the dimensionality of trust may vary according to the IoT techno-service context being assessed. The contribution of this paper is twofold. First, and from a theoretical perspective, it offers a conceptual foundation for trust dimensions within potential IoT applications based upon empirical evaluation. Second, and from a pragmatic perspective, the paper offers insights into how findings may guide practitioners in developing appropriate trust management systems dependent upon the characteristics of particular techno-service contexts

Trust and its predictors within a cyber-physical system context

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link.This research aims to provide empirically derived insights into trust and its predictors within a cyber-physical system context of a household service. The methodology comprises an innovative mixed methods design encompassing a videographic animated film portraying a potential ‘slice of life’ household service system scenario that was subsequently incorporated into a quantitative survey. A total of 400 responses were then used to examine trust dimensions and their hypothesized predictors. Findings suggest trust is two dimensional with 'online networking competency', 'perceptions of risk', 'propensity to trust technology in general' and 'concerns about security' being significant predictors. Surprisingly, 'concerns about privacy' does not have a significant effect. The contribution of this research is twofold. Firstly, from a theoretical perspective, the paper offers empirical insights into trust and its predictors within a cyber-physical system context of a household service. Secondly, and from a pragmatic perspective, the model derived from this study may aid practitioners in developing trust strategies and trust management systems within such contexts