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Paper Number
1354
Paper Type
Complete
Abstract
Service robots, a form of physically embodied AI, belong to the most promising information technologies. However, their implementation is costly and often fails. This study examines success factors of service robot implementation. Our grounded theory-based study includes 14 cases from seven industries and three countries. It contributes to IS research by identifying the following six critical factors (of which two feature inherent trade-offs) for the successful implementation of information systems: (1) Start with a viable use case. (2) Balance a productivity-oriented follower with a marketing-driven innovator strategy. (3) Trade-off greenfield versus legacy environments in terms of timing and scope of implementation projects. (4) Focus on employee acceptance and engage them early. (5) Redesign processes, use a wholistic process redesign approach. (6) Select suitable technology solutions. Based on our findings, we developed a three-stage framework that integrates our theoretical findings and can serve as an implementation guide for service robots.
Recommended Citation
Knof, Merlind; Stock-Homburg, Ruth Maria; and Wirtz, Jochen, "Navigating the Rise of Service Robots – Success Factors, Trade-Offs, and Implementation" (2024). ICIS 2024 Proceedings. 1.
https://aisel.aisnet.org/icis2024/it_implement/it_implement/1
Navigating the Rise of Service Robots – Success Factors, Trade-Offs, and Implementation
Service robots, a form of physically embodied AI, belong to the most promising information technologies. However, their implementation is costly and often fails. This study examines success factors of service robot implementation. Our grounded theory-based study includes 14 cases from seven industries and three countries. It contributes to IS research by identifying the following six critical factors (of which two feature inherent trade-offs) for the successful implementation of information systems: (1) Start with a viable use case. (2) Balance a productivity-oriented follower with a marketing-driven innovator strategy. (3) Trade-off greenfield versus legacy environments in terms of timing and scope of implementation projects. (4) Focus on employee acceptance and engage them early. (5) Redesign processes, use a wholistic process redesign approach. (6) Select suitable technology solutions. Based on our findings, we developed a three-stage framework that integrates our theoretical findings and can serve as an implementation guide for service robots.
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