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 ...


    Access

    Download


    Export, share and cite




    The service triad : an empirical study of service robots, customers and frontline employees

    Odekerken-Schröder, Gaby / Mennens, Kars / Steins, Mark et al. | BASE | 2021

    Free access

    Robotic transformative service research : deploying social robots for consumer well-being during COVID-19 and beyond

    Henkel, Alexander P. / Caic, Martina / Blaurock, Marah et al. | BASE | 2020

    Free access

    Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond

    Henkel, Alexander P. / Caic, Martina / Blaurock, Marah et al. | BASE | 2020

    Free access

    Value co-creation in maritime logistics networks: A service triad perspective

    Vural, Ceren Altuntaş / Göçer, Aysu / Halldórsson, Árni | Elsevier | 2018