What is it about?
The research seeks to address the challenge of how human and digital employees can collaborate effectively in service roles. The goal is to explore the dynamics of this collaboration from the customer perspective as to how they evaluate the effectiveness of such a collaboration.
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Why is it important?
The research highlights the potential of human-digital collaborations. It suggests that, with the right strategies, these collaborations can lead to increased service satisfaction. The findings could guide the development of more effective collaboration strategies between human and digital employees. This could lead to more productive and harmonious workplaces, where both human and digital workers can thrive, ultimately improving service delivery and organizational success.
Perspectives
I hope this article makes what might seem like a complex subject more accessible and intriguing. The future of work is not just an abstract concept or something relevant only to researchers, managers, or enthusiasts. Whether it’s a chatbot assisting us with banking or a digital agent helping coordinate our schedules, understanding how these collaborations work can shape our expectations and experiences. I hope this article encourages you to think more about the nature of these interactions and their potential to enhance the service operation. Beyond the technical details, this is a conversation about the future of human roles in a rapidly changing digital landscape.
Khanh Le
Auckland University of Technology
Read the Original
This page is a summary of: The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service, Journal of Service Research, January 2024, SAGE Publications,
DOI: 10.1177/10946705241229419.
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