Employee-(ro)bot collaboration in service: an interdependence perspective
ISSN: 1757-5818
Article publication date: 26 April 2022
Issue publication date: 1 March 2023
Abstract
Purpose
Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is expected to play a vital role in service delivery in these increasingly disrupted times. Firms are facing the challenge of designing effective FLE-FLR collaborations to enhance customer experience. This paper develops a framework to explore the potential of FLE-FLR collaboration through the lens of interdependence in customer service experience and advances research that specifically focuses on employee-robot team development.
Design/methodology/approach
This paper uses a conceptual approach rooted in the interdependence theory, team design, management, robotics and automation literature.
Findings
This paper proposes and defines the Frontline employee – Frontline robot interdependence (FLERI) concept based on three structural components of an interdependent relationship – joint goal, joint workflow and joint decision-making authority. It also provides propositions that outline the potential impact of FLERI on customer experience and employee performance, and outline several boundary conditions that could enhance or inhibit those effects.
Practical implications
Managerial insights into designing an employee-robot team in service delivery are provided.
Originality/value
This study is the first to propose a novel conceptual framework (FLERI) that focuses on the notion of human-robot collaboration in service settings.
Keywords
Acknowledgements
This paper forms part of a special section “Evolutions and disruptions in retailing service through digital transformation”, guest edited by Minjeong Kim and Jung-Hwan Kim.
Funding: The author(s) received no financial support for the research, authorship, and/or publication of this article.
Citation
Le, K.B.Q., Sajtos, L. and Fernandez, K.V. (2023), "Employee-(ro)bot collaboration in service: an interdependence perspective", Journal of Service Management, Vol. 34 No. 2, pp. 176-207. https://doi.org/10.1108/JOSM-06-2021-0232
Publisher
:Emerald Publishing Limited
Copyright © 2022, Emerald Publishing Limited