Employee-(ro)bot collaboration in service: an interdependence perspective

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.

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