Funding Information: This paper forms part of a special section “Human-Robot Service Interactions: Moral, Ethical and Well-Being Implications”, guest edited by Nichola Robertson and Yelena Tsarenko. Publisher Copyright: © 2023, Emerald Publishing Limited. ; Purpose: The human service triad (i.e. the relationship between the customer, frontline employee (FLE) and managerial employee) experiences a range of well-being challenges when faced with the introduction of service robots. Despite growth in service robot scholarship, understanding of the well-being challenges affecting the human service triad remains fragmented. Hence, the purpose of this paper is to synthesise the literature and offer a research agenda aligned with the proposed Robotic-Human Service Trilemma. By taking a job performance approach (which considers the actions, behaviours and outcomes linked to organisational goals), the Robotic-Human Service Trilemma conceptualises three well-being challenges (intrusion, sideline and interchange). These challenges are realised via the realistic capabilities and constraints of service robot implementation. Design/methodology/approach: This research relies on a systematic review of all disciplines concerning service robots. In total, 82 articles were analysed using thematic coding and led to the development of the Robotic-Human Service Trilemma and research agenda. Findings: The analyses reveal the Robotic-Human Service Trilemma consists of three challenges: intrusion, sideline and indifference. The findings demonstrate that FLEs are required to counterbalance the constraints of service robots, leading to an uneven well-being burden within the human service triad. This paper suggests a research agenda for investigation of the challenges that underpin the Robotic-Human Service Trilemma. Originality/value: Through the conceptualisation of the Robotic-Human Service Trilemma, this study is the first to explore how states of well-being equilibrium exist within the human service triad and how these states are ...
The Robotic-Human Service Trilemma : the challenges for well-being within the human service triad
2023-10-16
Article (Journal)
Electronic Resource
English
512 Business and Management , Challenge , Human service triad , Service robot , Systematic literature review , Trilemma , Well-being , KOTA2023? , PREM2023_10 , 0 - Publication not at the moment available open access in publisher's service , 0 - Not open access , 1 - Self archived , http://hdl.handle.net/10138/566162 , 1- Minst en av författarna har en utländsk affiliation , 1- Publicerad utomlands , 0- Ingen affiliation med ett företag , PRJ , 1,5 , AACSB year , 2023
DDC: | 629 |
The service triad : an empirical study of service robots, customers and frontline employees
BASE | 2021
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