“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Stefanie Paluch ◽  
Sven Tuzovic ◽  
Heiko F. Holz ◽  
Alexander Kies ◽  
Moritz Jörling
Keyword(s):  
Technology Acceptance ◽  
Coping Behavior ◽  
Service Robots ◽  
Appraisal Theory ◽  
Research Approach ◽  
Exploratory Research ◽  
Frontline Employees ◽  
Content Type ◽  
Service Employees ◽  
Frontline Service Employees

PurposeAs service robots increasingly interact with customers at the service encounter, they will inevitably become an integral part of employee's work environment. This research investigates frontline employee's perceptions of collaborative service robots (CSR) and introduces a new framework, willingness to collaborate (WTC), to better understand employee–robot interactions in the workplace.Design/methodology/approachDrawing on appraisal theory, this study employed an exploratory research approach to investigate frontline employees' cognitive appraisal of service robots and their WTC with their nonhuman counterparts in service contexts. Data collection consisted of 36 qualitative problem-centered interviews. Following an iterative thematic analysis, the authors introduce a research framework of frontline employees' WTC with service robots.FindingsFirst, this study demonstrates that the interaction between frontline employees and service robots is a multistage appraisal process based on adoption-related perceptions. Second, it identifies important attributes across three categories (employee, robot and job attributes) that provide a foundation to understand the appraisal of CSRs. Third, it presents four employee personas (supporter, embracer, resister and saboteur) that provide a differentiated perspective of how service employee–robot collaboration may differ.Practical implicationsThe article identifies important factors that enable and restrict frontline service employees' (FSEs’) WTC with robots.Originality/valueThis is the first paper that investigates the appraisal of CSRs from the perspective of frontline employees. The research contributes to the limited research on human–robot collaboration and expands existing technology acceptance models that fall short to explain post-adoptive coping behavior of service employees in response to service robots in the workplace.

Does one bad apple ruin a firm’s green brand image? Examining frontline service employees’ environmentally irresponsible behaviors

2020 ◽  
Vol 54 (10) ◽  
pp. 2501-2521 ◽  
Author(s):  
Lin Zhang ◽  
Jintao Wu ◽  
Honghui Chen ◽  
Bang Nguyen
Keyword(s):  
Brand Image ◽  
Frontline Employees ◽  
Content Type ◽  
Service Employees ◽  
Brand Evaluations ◽  
Brand Perception ◽  
Frontline Service Employees ◽  
The Impact ◽  
The Relationship ◽  
Frontline Service

Purpose Drawing on the branded service encounters perspective, the purpose of this study is to investigate how frontline service employees’ environmentally irresponsible behaviors affect customers’ brand evaluations. Design/methodology/approach The research conducted two experiments. The first experiment explored the effect of frontline service employees’ environmentally irresponsible behaviors on customers’ brand evaluations via corporate hypocrisy. The second experiment explored the moderation effect of employees’ prototypicality and the importance of corporate social responsibility (CSR) among customers. Findings Experiment 1 indicates that for firms with a green brand image, frontline employees’ environmentally irresponsible behaviors result in customers’ perception that the firm is hypocritical, thus reducing their brand evaluations. Experiment 2 shows that employee prototypicality and CSR importance to the customer enhance the negative impact of frontline employees’ environmentally irresponsible behaviors on customers’ brand evaluations through customers’ perception of corporate hypocrisy. Research limitations/implications This study is one of the first efforts to explore how frontline service employees’ environmentally irresponsible behaviors affect customers’ responses. It helps understand the impact of frontline employees’ counter-productive sustainable behaviors on customers’ brand perception, as well as the relationship between CSR and employees. Practical implications This study suggests that firms’ green brand image does not always lead to positive customer response. When frontline employees’ behaviors are inconsistent with firms’ green brand image, it can trigger customers’ perceptions of corporate hypocrisy and thus influence their brand evaluations. Therefore, firms should train frontline service employees to make their behaviors align with the firms’ green brand image. Originality/value This study is one of the first efforts to explore how frontline service employees’ environmentally irresponsible behaviors affect customers’ responses. It helps understand the impact of frontline employees’ counter-productive sustainable behaviors on customers’ brand perception, as well as the relationship between CSR and employee.

scholarly journals Control mechanisms and goal orientations: evidence from frontline service employees

2015 ◽  
Vol 49 (3/4) ◽  
pp. 350-371 ◽  
Author(s):  
Luiza Cristina Alencar Rodrigues ◽  
Filipe J. Coelho ◽  
Carlos M. P. Sousa
Keyword(s):  
Goal Orientation ◽  
Significant Role ◽  
Goal Orientations ◽  
Control Mechanisms ◽  
Frontline Employees ◽  
Informal Control ◽  
Content Type ◽  
Service Employees ◽  
Frontline Service Employees ◽  
Frontline Service

Purpose – The purpose of this paper is to investigate the influence of organizational controls, both formal and informal, over the goal orientations of frontline employees. The goal orientations of employees, namely, in frontline settings, have been associated with a number of positive outcomes for organizations. Not surprisingly, past research has identified several personal characteristics with an influence on goal orientations. However, the contextual variables that influence employees’ goal orientations remain unspecified. Design/methodology/approach – The authors distributed approximately 1,350 questionnaires through the frontline employees of a Brazilian bank and obtained 296 usable responses. The questionnaire relies on previously validated scales. The final confirmatory factor analysis (CFA) obtained a good fit and provided evidence of scale validity. Findings – Overall, our results suggest that both formal and informal control mechanisms play a significant role explaining employees’ goal orientation. However, informal control mechanisms were found to play a more significant role explaining employees’ goal orientation. Research limitations/implications – This paper relies on employees from a single organization. In addition, it has a cross-sectional nature. The procedural and statistical remedies employed in this study suggest that method variance is not a concern. Practical implications – The results show that managers may resort to control mechanisms to influence the goal orientations of frontline service employees in a manner that is consistent with organizational objectives. Originality/value – To the best of our knowledge, this is the first study that examines the impact of control mechanisms on employees’ goal orientation.

scholarly journals Service robots, agency and embarrassing service encounters

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Valentina Pitardi ◽  
Jochen Wirtz ◽  
Stefanie Paluch ◽  
Werner H. Kunz
Keyword(s):  
Service Delivery ◽  
Service Robots ◽  
Service Encounters ◽  
Frontline Employees ◽  
Content Type ◽  
Service Employees ◽  
Number Of Factors ◽  
Delivery Mechanism ◽  
Method Approach ◽  
Reducing Potential

PurposeExtant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first to explore a service context where service robots are likely to be the preferred service delivery mechanism over human frontline employees. Specifically, the authors examine how customers respond to service robots in the context of embarrassing service encounters.Design/methodology/approachThis study employs a mixed-method approach, whereby an in-depth qualitative study (study 1) is followed by two lab experiments (studies 2 and 3).FindingsResults show that interactions with service robots attenuated customers' anticipated embarrassment. Study 1 identifies a number of factors that can reduce embarrassment. These include the perception that service robots have reduced agency (e.g. are not able to make moral or social judgements) and emotions (e.g. are not able to have feelings). Study 2 tests the base model and shows that people feel less embarrassed during a potentially embarrassing encounter when interacting with service robots compared to frontline employees. Finally, Study 3 confirms that perceived agency, but not emotion, fully mediates frontline counterparty (employee vs robot) effects on anticipated embarrassment.Practical implicationsService robots can add value by reducing potential customer embarrassment because they are perceived to have less agency than service employees. This makes service robots the preferred service delivery mechanism for at least some customers in potentially embarrassing service encounters (e.g. in certain medical contexts).Originality/valueThis study is one of the first to examine a context where service robots are the preferred service delivery mechanism over human employees.

Mobile claim management adoption in emerging insurance markets

2016 ◽  
Vol 34 (1) ◽  
pp. 110-130 ◽  
Author(s):  
Chupun Gowanit ◽  
Natcha Thawesaengskulthai ◽  
Peraphon Sophatsathit ◽  
Thitivadee Chaiyawat
Keyword(s):  
Technology Acceptance ◽  
Consumer Preferences ◽  
Early Stage ◽  
Research Approach ◽  
Exploratory Research ◽  
Structured Interviews ◽  
Content Type ◽  
Tam Model ◽  
Motor Insurance ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the adoption of a mobile insurance claim system (M-insurance) and develops a framework for the adoption of M-insurance by consumers. Design/methodology/approach – This study assesses mobile technology for claim management through the lens of the technology acceptance model (TAM) and diffusion of innovation (DOI) models as a major guideline, using exploratory research through in-depth interviews with four executive experts who are first movers in mobile claim motor insurance in Thailand. Semi-structured interviews and open-ended questions were used to conduct group interviews of insurance consumers who mostly use smartphones. The data were collected in a qualitative research approach from Thai insurance consumers (n=177), and contents were classified and analysed to gain strong insights into respondent opinions, comments, attitudes, behaviour, and experiences. Findings – The results indicate that the external (social) factors influence attitude and behaviour of consumers which link to their intention to adopt M-insurance. These external factors include: preference for face-to-face service; confidence of insurers in accepting claim; and risk of claim knowledge that might cause legal issues among others. In application, the findings shall meaningfully enhance insurer firms’ improvement of adoption rate and development of future features and functions of M-insurance. Research limitations/implications – This study is based on insurance consumers in each region of Thailand but focuses only on mobile claim management for motor insurance. Although the findings bring new insight and understanding of consumer preferences and behaviours, they were not tested statistically. Practical implications – The study has practical implications for motor insurance claimants who are concerned over the complicated policy conditions, the perspective risk of claim knowledge and fault admission, and the on-site investigation by surveyor for another party. These are the guidance impediments to overcome M-insurance adoption improvement. Originality/value – Previously, TAM and DOI approaches have been employed to study general adoption of M-banking by quantitative research which confirmed descriptive data and tested the hypothesis, but neglected crucial data. However, M-insurance is different from M-banking in term of features and functions, purpose and process of usage, and legal liability. Therefore, this study is one of a few empirical studies that attempt to identify insightful factors to consumer uptake of M-insurance which is in its early stage and lacks an underpinning TAM model. This study contributes by identifying insights of “pull” factors to successfully develop M-insurance in Thailand.

Stakeholder views on sustainability in an urban destination context: an inclusive path to destination competitiveness

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gaurav Panse ◽  
Alan Fyall ◽  
Sergio Alvarez
Keyword(s):  
Urban Tourism ◽  
Research Approach ◽  
Exploratory Research ◽  
Tourism Destination ◽  
Urban Settings ◽  
Content Type ◽  
Cultural Sustainability ◽  
Mass Tourism ◽  
Destination Competitiveness ◽  
Development Goals

Purpose Mass tourism in urban settings has proven to be economically significant in many parts of the world. To date, however, the academic debate on sustainable tourism has focused primarily on the ecological and socio-cultural sustainability of tourism in rural and coastal, rather than urban, settings. This paper aims to review the emerging debate on sustainable urban tourism, its complexities and challenges, and questions how urban destinations that are striving to become sustainable cities, can leverage benefit from the implementation of sustainable policies and practices to achieve tourism ‘destination’ competitiveness. Design/methodology/approach The paper uses a qualitative, exploratory research approach using in-depth interviews to seek responses from key stakeholders on their views and experiences of sustainability in the context of an urban destination. Thematic analysis is used to analyze and present the findings. Findings This study concludes that destinations need to be viewed in their broader regional context. Rather than be viewed solely as destinations that are ‘kind to the environment,’ sustainable urban destinations need to demonstrate a deeper commitment to all stakeholder groups, and especially local residents, to provide a fair and desirable ecosystem for achievement of the UN Sustainable Development Goals. Originality/value This paper reflects on the potential relationship between ‘urban sustainability’ and the ‘destination competitiveness’ of an urban tourism destination. This then will provide the platform for sustainability to truly contribute to future destination competitiveness.

Analysis of technological, individual and community factors influencing the use of popular Web 2.0 tools in LIS education

2017 ◽  
Vol 35 (5) ◽  
pp. 977-993 ◽  
Author(s):  
Chokri Barhoumi
Keyword(s):  
Standard Deviation ◽  
Web 2.0 ◽  
Technology Acceptance ◽  
Information Science ◽  
Instant Messaging ◽  
Research Approach ◽  
Web 2.0 Tools ◽  
Content Type ◽  
Community Factors ◽  
Factors Influencing

Purpose This research paper aims to explore the technological, individual and community factors influencing the use of popular Web 2.0 tools in library and information science (LIS) education to prepare LIS students for Library 2.0. The study was guided by the activity theory (AT) and technology acceptance model (TAM) of Davis as a lens. The study reveals a set of factors concerning the technical tools, subjective perceptions, goals of online discussion, social presence within a community, rules for participation and roles of the participants that affect their online engagement patterns. Design/methodology/approach This study was performed during the 2015 academic year; it used a descriptive analytical research approach for exploring and analysing technological, individual and community factors influencing the use of the popular Web 2.0 tools in LIS education. Findings The results show that at the technological level of the AT, educators in the sample found the WhatsApp instant messaging and Twitter to be the easiest tools to use, selecting those tools at, respectively, 73.2 per cent (standard deviation = 0.450) and 61.1 per cent (standard deviation = 0.490). WhatsApp and Twitter also lead at the individual level of the AT, as the most valuable platforms for sharing information and knowledge. Video, text and photo objects are the most commonly shared items, used by 90.7, 93.5 and 98.9 per cent, respectively. Originality/value This study may be useful to help information science educators to prepare graduates for the emerging Web 2.0 environments and to prepare students for Library 2.0.

Does transformational leadership always matter in frontline service roles?

2018 ◽  
Vol 28 (6) ◽  
pp. 733-751 ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Lan Snell ◽  
Pingping Qiu
Keyword(s):  
Customer Service ◽  
Service Performance ◽  
Hierarchical Regression ◽  
Content Type ◽  
Service Employees ◽  
High Level ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

Effect of restaurant manager emotional intelligence and support on front-of-house employees’ job satisfaction

2017 ◽  
Vol 29 (11) ◽  
pp. 2807-2825 ◽  
Author(s):  
Su Jin Han ◽  
Woo Gon Kim ◽  
Sora Kang
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Hierarchical Linear Model ◽  
Management Training ◽  
Service Performance ◽  
Research Approach ◽  
Content Type ◽  
Service Employees ◽  
Manager Support ◽  
Frontline Service

Purpose This study aims to investigate the influence of restaurant manager’s emotional intelligence (EI) and manager support on service employees’ attitudes and performance by applying affective event theory. Design/methodology/approach The multi-level research approach incorporates three different levels of analysis: employees’ job satisfaction and service performance; manager’s EI and support; and) restaurant unit level service under pressure. Data were collected from wait staff employed in full-service restaurants in the southeastern region of the USA. This research uses the hierarchical linear model to process the survey data. Findings The findings indicate that manager EI and support have a significant impact on employees’ job satisfaction, and further leads to high levels of service performance. The moderating effect of service under pressure between leader’s EI and employees’ job satisfaction is not statistically significant. Practical implications Results suggest practical management implications to restaurant managers and frontline service employees. This study’s research findings imply management training and development programs should help managers regulate their own and better understand service employees’ emotions. Findings further highlight the important role manager support has upon employee’s job satisfaction and frontline service performance. Originality/value The present study offers a comprehensive perspective to better understand the variation of employees’ job satisfaction that arises from three different sources: between individuals, between teams and between restaurants. The findings also provide new insight into EI scale development.

Can return on investment in knowledge management initiatives in organizations be measured?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maayan Nakash ◽  
Dan Bouhnik
Keyword(s):  
Knowledge Management ◽  
Return On Investment ◽  
Objective Assessment ◽  
Business Environment ◽  
Performance Measure ◽  
Research Approach ◽  
High Status ◽  
Theory Approach ◽  
Exploratory Research ◽  
Content Type

PurposeThis paper focuses on the meanings attributed to the measurement of return on investment (ROI) in knowledge management (KM) initiatives in knowledge-intensive organizations. At the heart of this exploratory research is the introduction of a unique coherent perspective of discipline experts regarding the ROI metric, as part of their perception of assessing effectiveness in this field.Design/methodology/approachThe research begins with in-depth semi-structured personal interviews and continues with focus groups, as part of a qualitative research paradigm. The data were analyzed using a thematic analysis method, based on the grounded theory approach.FindingsThe findings provide empirical evidence regarding the significant challenges associated with the objective assessment of KM performance, which is deeply rooted in numerical-financial values. Despite the high status of ROI in the business environment, the authors find that decision-makers surprisingly avoid evaluating ROI for the most important resource of the organization, notwithstanding the immeasurable hopes that depend on this performance measure and the expectation of establishing the profitability of investment in organizational KM.Originality/valueThe uniqueness of this research is the adoption of the skeptical-critical research approach. For the first time, the authors interrogate the suitability and relevance of the general model of the ROI metric as a means of proving the value and contribution of well-managed knowledge to organizations. The authors call for adoption of a new integrative perspective for evaluating effectiveness, which will reflect the holistic set of KM in organizations.

Exploring customers’ attitudes to the adoption of robots in tourism and hospitality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohamed Abou-Shouk ◽  
Hesham Ezzat Gad ◽  
Ayman Abdelhakim
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Structural Equation ◽  
Service Robots ◽  
Content Type ◽  
Factors Affecting ◽  
Positive Attitudes ◽  
Travel Agencies ◽  
Tourism And Hospitality ◽  
Acceptance Model

Purpose This study aims to explore the factors affecting customers’ attitudes to the adoption of robots in hotels and travel agencies. Design/methodology/approach Structural equation modelling was used to test the extended technology acceptance model based on data collected from 570 customers of hotels and travel agencies. Findings The findings revealed that hotel customers have more positive attitudes to service robots than their peers in travel agencies. Originality/value This research contributes to the literature on robots in tourism and responds to the call to investigate customers’ attitudes to the adoption of robots in developing countries.

Sign in / Sign up

Export Citation Format

Share Document