The perception of the management and lower-level employees of the impacts of using Robotic Process Automation: the case of a shared services company.
Miguel GomesIsabel SerucaPublished in: CENTERIS/ProjMAN/HCist (2022)
Keyphrases
- lower level
- higher level
- process automation
- high level
- low level
- service oriented architecture
- service management
- upper level
- optimality conditions
- telecommunications networks
- customer service
- information technology
- management system
- mobile robot
- customer support
- service oriented
- web services
- configuration management
- service platform
- service delivery
- artificial intelligence
- knowledge management
- case study
- working environment
- business activities
- information systems
- end users
- public services
- marketing campaigns
- customer relationship management
- product development
- workflow management systems
- intelligent agents
- business managers
- service providers