Lacity, Mary C. and Willcocks, Leslie P. (2016) 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 |
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| Official URL: | http://sloanreview.mit.edu/ |
| Additional Information: | © 2016 MIT SMR |
| Library of Congress subject classification: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Sets: | Departments > Management |
| Date Deposited: | 26 Oct 2016 08:17 |
| URL: | http://eprints.lse.ac.uk/68135/ |
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