"My Colleague is a Robot" – Exploring Frontline Employees’ Willingness to work with Collaborative Service Robots

22.10.2021
  Collaborative Service Robot Collaborative Service Robot

As 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. A group of international researchers carried out this research, including Stefanie Paluch (RWTH Aachen), Sven Tuzovic (Queensland University of Technology), Heiko Holz (RWTH Aachen), Alexander Kies (RWTH Aachen) and Moritz Jörling (em lyon).