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Keywords: Service employee
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Journal Articles
Beyond replacement: human-machine collaboration in the age of AI
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2025) 36 (4): 477–494.
Published: 18 September 2025
... 2025 04 08 2025 04 08 2025 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Human-machine collaboration Teamwork H-M AI Ethics Service employee Artificial intelligence (AI) is leading a significant wave of innovation through...
Includes: Supplementary data
Journal Articles
Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2025) 36 (4): 631–658.
Published: 20 August 2024
.... 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/approach This research uses a mixed methods approach...
Includes: Supplementary data
Journal Articles
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2023) 34 (5): 896–940.
Published: 05 September 2023
...Yu Wu; Markus Groth; Kaixin Zhang; Amirali Minbashian Purpose Although service researchers have long suggested that customer mistreatment adversely impacts service employees' outcomes, statistical integration of current empirical findings has been lacking. This meta-analysis aims to review...
Journal Articles
Leadership matters in crisis-induced digital transformation: how to lead service employees effectively during the COVID-19 pandemic
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2021) 32 (1): 71–85.
Published: 12 August 2020
...Silke Bartsch; Ellen Weber; Marion Büttgen; Ariana Huber Purpose The COVID-19 pandemic has, besides the health concerns, caused an unprecedented social and economic crisis that has particularly hit service industries hard. Due to extensive safety measures, many service employees have to work...
