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A new approach to automating services

Lacity, Mary C. and Willcocks, Leslie P. (2017) A new approach to automating services. MIT Sloan Management Review, Fall. ISSN 1532-9194

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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.

Item Type: Article
Official URL: http://sloanreview.mit.edu/
Additional Information: © 2016 MIT SMR
Divisions: Management
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Sets: Departments > Management
Date Deposited: 26 Oct 2016 08:17
Last Modified: 28 May 2020 23:05
URI: http://eprints.lse.ac.uk/id/eprint/68135

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