Purpose

The human service triad (i.e. the relationship between the customer, frontline employee (FLE) and managerial employee) experiences a range of well-being challenges when faced with the introduction of service robots. Despite growth in service robot scholarship, understanding of the well-being challenges affecting the human service triad remains fragmented. Hence, the purpose of this paper is to synthesise the literature and offer a research agenda aligned with the proposed Robotic-Human Service Trilemma. By taking a job performance approach (which considers the actions, behaviours and outcomes linked to organisational goals), the Robotic-Human Service Trilemma conceptualises three well-being challenges (intrusion, sideline and interchange). These challenges are realised via the realistic capabilities and constraints of service robot implementation.

Design/methodology/approach

This research relies on a systematic review of all disciplines concerning service robots. In total, 82 articles were analysed using thematic coding and led to the development of the Robotic-Human Service Trilemma and research agenda.

Findings

The analyses reveal the Robotic-Human Service Trilemma consists of three challenges: intrusion, sideline and indifference. The findings demonstrate that FLEs are required to counterbalance the constraints of service robots, leading to an uneven well-being burden within the human service triad. This paper suggests a research agenda for investigation of the challenges that underpin the Robotic-Human Service Trilemma.

Originality/value

Through the conceptualisation of the Robotic-Human Service Trilemma, this study is the first to explore how states of well-being equilibrium exist within the human service triad and how these states are challenged by service robots. The authors present a balanced centricity perspective to well-being that contrasts previous trade-off approaches and that enhances the body of service robot literature with a well-being lens.

中文翻译：

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机器人-人类服务三难困境：人类服务三位一体中幸福感的挑战

目的

面对服务机器人的引入，人类服务三元组（即客户、一线员工 (FLE) 和管理人员之间的关系）经历了一系列幸福挑战。尽管服务机器人奖学金有所增长，但对影响人类服务三位一体的福祉挑战的理解仍然零散。因此，本文的目的是综合文献并提供与拟议的机器人-人类服务三难困境相一致的研究议程。通过采用工作绩效方法（考虑与组织目标相关的行动、行为和结果），机器人-人类服务三难困境概念化了三个幸福挑战（入侵、副业和交流）。这些挑战是通过服务机器人实施的现实能力和约束来实现的。

设计/方法/途径

这项研究依赖于对有关服务机器人的所有学科的系统回顾。总共使用主题编码分析了 82 篇文章，并导致了机器人-人类服务三难困境和研究议程的发展。

发现

分析表明，机器人-人类服务三难困境包括三个挑战：入侵、副业和冷漠。研究结果表明，FLE 需要平衡服务机器人的限制，从而导致人类服务三位一体中的幸福负担不均衡。本文提出了一个研究议程，用于调查支撑机器人-人类服务三难困境的挑战。

原创性/价值

通过机器人-人类服务三难困境的概念化，本研究首次探讨了人类服务三元组中幸福平衡状态的存在方式以及服务机器人如何挑战这些状态。作者提出了一种平衡的以中心为中心的幸福观，与以前的权衡方法形成对比，并通过幸福的视角增强了服务机器人文献的主体。