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Service robot–employee task allocation strategies : Well-being within the intrusion challenge
Phillips, Chelsea Odekerken-Schröder, Gaby Russell-Bennett, Rebekah Steins, Mark Mahr, Dominik Letheren, Kate
Phillips, Chelsea
Odekerken-Schröder, Gaby
Russell-Bennett, Rebekah
Steins, Mark
Mahr, Dominik
Letheren, Kate
Abstract
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.
Keywords
FLE, human–robotic triad, service robots, work well-being, intrusion challenge
Date
2025
Type
Journal article
Journal
Journal of Service Management
Book
Volume
Issue
Page Range
1-26
Article Number
ACU Department
Peter Faber Business School
Faculty of Law and Business
Faculty of Law and Business
Collections
Relation URI
Source URL
Event URL
Open Access Status
License
All rights reserved
File Access
Controlled
Notes
© Emerald Publishing Limited