服务机器人-员工任务分配策略:入侵挑战中的幸福感

IF 7.8 2区 管理学 Q1 MANAGEMENT Journal of Service Management Pub Date : 2025-01-01 DOI:10.1108/josm-11-2023-0466
Chelsea Phillips, Gaby Odekerken-Schröder, Rebekah Russell-Bennett, Mark Steins, Dominik Mahr, Kate Letheren
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引用次数: 0

摘要

先前的研究并没有考虑到在服务机器人存在的情况下,员工与客户关系的改变对人类一线员工的影响(即入侵挑战),也没有考虑到员工与客户关系的改变对员工的影响。本研究旨在探讨在入侵挑战下,前线员工工作幸福感响应的任务分配策略。设计/方法/方法本研究采用混合方法,即进行深入的定性研究(研究1,n = 15),然后进行定量的实地研究(研究2,n = 81)。研究结果表明,外来人员面临着入侵挑战,影响着社会、目的、身体和社区福祉。研究1表明,虽然服务机器人引发了这种挑战,但人工智能机器人使用它们来分配任务,以保持他们最初的工作幸福感状态。研究2表明,使用机器人而不是同事对FLE工作幸福感有积极影响。实际意义服务机器人作为人工智能的任务分配策略,可以通过帮助人工智能在入侵挑战中保持工作状态来增强人工智能的能力。原创性/价值这项研究是第一个涉及现场服务机器人网站的用户,其中的数据是基于个人生活经验,而不是预期的经验。这是第一项研究如何应对入侵挑战的研究。
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Service robot–employee task allocation strategies: well-being within the intrusion challenge

Purpose

Previous research has not considered the impact on human frontline employees (FLEs) of altered employee–customer relationships in the presence of a service robot (i.e. an intrusion challenge), nor how FLEs may respond. The purpose of this study is to explore the task allocation strategies by human frontline employees’ (FLE) work well-being responses within the intrusion challenge.

Design/methodology/approach

This study employs a mixed-method approach, whereby an in-depth qualitative study (Study 1, n = 15) is followed by a quantitative field study (Study 2, n = 81).

Findings

Results indicate that FLEs experience the intrusion challenge, impacting social, purpose, physical and community well-being. Study 1 reveals that while service robots trigger this challenge, FLEs use them for task allocation to maintain their initial work well-being state. Study 2 shows that using robots instead of colleagues positively affects FLE work well-being.

Practical implications

Service robots, as a task allocation strategy by FLEs, can be used to empower FLEs by assisting them to preserve their work well-being within the intrusion challenge.

Originality/value

This study is one of the first to involve FLEs from a live service robot site, where data is based on personal lived experiences rather than anticipated experiences. This is the first study to investigate how FLEs respond to the intrusion challenge.

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来源期刊
CiteScore
19.20
自引率
9.40%
发文量
55
期刊介绍: The Journal of Service Management (JOSM) centers its scope on research in service management. It disseminates papers showcasing distinctive and noteworthy contributions to service literature, serving as a communication platform for individuals in the service management field, transcending disciplines, functional areas, sectors, and nationalities. The journal publishes double-blind reviewed papers emphasizing service literature/theory and its practical applications.
期刊最新文献
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation Hybrid human–robot teams in the frontline: automated social presence and the role of corrective interrogation Interplay of provider and customer factors for servitization success: a transaction cost theory approach Boundary-breaking opportunities in service failure and recovery Service robot–employee task allocation strategies: well-being within the intrusion challenge
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