The Robotic-Human Service Trilemma: the challenges for well-being within the human service triad
ISSN: 1757-5818
Article publication date: 17 May 2023
Issue publication date: 27 June 2023
Abstract
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 challenged by service robots. The authors present a balanced centricity perspective to well-being that contrasts previous trade-off approaches and that enhances the body of service robot literature with a well-being lens.
Keywords
Acknowledgements
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.
Citation
Phillips, C., Russell–Bennett, R., Odekerken-Schröder, G., Mahr, D. and Letheren, K. (2023), "The Robotic-Human Service Trilemma: the challenges for well-being within the human service triad", Journal of Service Management, Vol. 34 No. 4, pp. 770-805. https://doi.org/10.1108/JOSM-03-2022-0091
Publisher
:Emerald Publishing Limited
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