When robots join our team: A configuration theory of employees’ perceptions of and reactions to Robotic Process Automation

Abstract

Robotic process automation (RPA) as a lightweight automation technology has witnessed an increasing uptake in the industry in recent years. Despite considerable changes in employees’ tasks and processes brought about by the introduction of RPA, there is a lack of research that explores how employees react to an RPA implementation. Hence, the goal of this research is to understand employees’ perceptions of and reactions to RPA as these affect their interaction with the technology and, ultimately, their adoption and use. To address this research gap, we conducted a case study at a financial institution in New Zealand and interviewed 18 employees of the business units and members of the RPA team. Building on a configurational approach, we developed a mid-range theory and identified four distinct configurations that show how employees’ perceived consequences of software robots on their jobs influenced their collaboration with the automation team, their attitude towards the change in work tasks and processes and ultimately their interactions with software robots and attribution of software robots’ roles and performance. Our findings may inform implementation and change management strategies and accommodation initiatives to support employees’ needs to facilitate adoption, which is crucial for organisations to realise the benefits of RPA.

When Harry, the human, met Sally, the software robot: Metaphorical sensemaking and sensegiving around an emergent digital technology

“…This is because automation of routine work with RPA has consequential impact on work and workplaces, leading to changes in organisational structures and redesigned roles for human employees (Staaby et al, 2021). A few studies that pay attention to impacts of RPA on human employees suggest that changes as a result of an RPA implementation take place through an emergent, relational process that involves interactions between the technology, the organisation-centric approach enacted by managers and developers, and human employee responses to software robots (Andersson et al, 2022; Seiffer et al, 2021; Staaby et al, 2021; Waizenegger and Techatassanasoontorn, 2022). However, there is a lack of research that pays close attention to how key organisational participants, including developers, managers and employees, engage with RPA and shape the dynamics of changes to work and workplaces.…”

“…Despite a few studies that take on a human employee’s perspective to understand impacts of RPA on their work (Andersson et al, 2022; Seiffer et al, 2021; Staaby et al, 2021; Waizenegger and Techatassanasoontorn, 2022), IS research has yet to develop empirically grounded theoretical artefacts (Lowry et al, 2020) with a broader perspective to explain how key organisational participants including developers, managers and employees engage with this new digital technology and shape the dynamics of change and transformation of work. Previous studies found that managers and developers play an important role in driving changes induced by a new digital technology implementation (Andersson et al, 2022; Hekkala et al, 2018; Staaby et al, 2021).…”

The impact of ambidexterity on robotic process automation implementation strategy in service enterprises

“…Robotic Process Automation (RPA) is a key technology of Industry 4.0 [4,28], involving intelligent network integration of machines and processes [1,23]. RPA leverages software bots to automate repetitive business processes that are traditionally performed by humans [8,32,33]. Currently, RPA-identified as one of the easiest, least invasive, and fastest automation approaches-is gaining increasing significance [33].…”

“…RPA leverages software bots to automate repetitive business processes that are traditionally performed by humans [8,32,33]. Currently, RPA-identified as one of the easiest, least invasive, and fastest automation approaches-is gaining increasing significance [33]. Compared to previous digital transformation technologies [22], RPA can be implemented swiftly.…”

“…Apart from practitioners, interest in RPA is also growing among researchers. It is worth noting, however, that publications addressing the topic are scarce [14,32,33]. This means that Robotic Process Automation requires further exploration within the intersecting disciplines of computer science and management.…”