The Robotic-Human Service Trilemma : the challenges for well-being within the human service triad

Journal article


Phillips, Chelsea, Russell–Bennett, Rebekah, Odekerken-Schröder, Gaby, Mahr, Dominik and Letheren, Kate. (2023). The Robotic-Human Service Trilemma : the challenges for well-being within the human service triad. Journal of Service Management. 34(4), pp. 770-805. https://doi.org/10.1108/JOSM-03-2022-0091
AuthorsPhillips, Chelsea, Russell–Bennett, Rebekah, Odekerken-Schröder, Gaby, Mahr, Dominik and Letheren, Kate
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 Service robot; Systematic literature review; Well-being; Human service triad; Trilemma; Challenge
Year01 Jan 2023
JournalJournal of Service Management
Journal citation34 (4), pp. 770-805
PublisherEmerald Group Publishing Limited
ISSN1757-5818
Digital Object Identifier (DOI)https://doi.org/10.1108/JOSM-03-2022-0091
Web address (URL)https://www.emerald.com/insight/content/doi/10.1108/JOSM-03-2022-0091/full/html
Open accessPublished as non-open access
Research or scholarlyResearch
Page range770-805
Publisher's version
License
All rights reserved
File Access Level
Controlled
Output statusPublished
Publication dates
Online17 May 2023
Publication process dates
Accepted21 Apr 2023
Deposited01 Oct 2024
Additional information

© Emerald Publishing Limited

Place of publicationUnited Kingdom
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