The Changing Role of Frontline Employees in a Human-Robotic Workforce

Tuzovic, Sven

doi:10.1007/978-3-031-37097-7_10

Customer Centric Support Services in the Digital Age 2023

DOI: 10.1007/978-3-031-37097-7_10

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The Changing Role of Frontline Employees in a Human-Robotic Workforce

Sven Tuzovic

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2024

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Cited by 1 publication

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Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees

Le,

Cayrat

2024

JOSM

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PurposeThe emergence of new generations of artificial intelligence (AI), such as ChatGPT or Copilot has brought about a wave of innovation in the service workplace. These robotic agents can serve as companions, helping employees cope with work-related stress. This research introduces the concept of “artificial companionship,” which explains how robotic agents can function as partners in assisting service employees to fulfill their job responsibilities and maintain their mental well-being.Design/methodology/approachThis research uses a mixed methods approach grounded in social support theory from psychology and management to develop a conceptual framework for the stress-alleviating implications of artificial companionship. A qualitative employee survey is conducted to justify the relevance of the propositions.FindingsThis research delineates the concept of artificial companionship. It highlights four distinct roles that AI can play in companionship – instrumental, informative, caring, and intimate. Building on this foundation, the research presents a series of propositions that elucidate the potential of artificial companionship in mitigating stress among employees.Practical implicationsFirms should consider aligning the types of artificial companionship with the demands inherent in employees’ job responsibilities to better reinforce their resilience and sustainment in overcoming work-related challenges.Originality/valueThis research introduces a new perspective on artificial companionship through the lens of social support theory. It extends the current understanding of human-robot collaboration in service workspaces and derives a set of propositions to guide future investigations.

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Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees

Le,

Cayrat

2024

JOSM

View full text Add to dashboard Cite

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The Changing Role of Frontline Employees in a Human-Robotic Workforce

Cited by 1 publication

References 45 publications

Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees

Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees

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