@article{2024:tsaga:working_to,
title = {Working Together to Get the Job Done – The What, When, and How of Human–AI Collaboration in the Frontline},
year = {2024},
note = {Frontline service employees (FLEs) are key actors in service delivery,
often serving as the primary touchpoint between service companies and
customers. With the growing integration of artificial intelligence
(AI) in service, research has predominantly explored AI's impact on
customer experiences while neglecting the employee perspective. This
article addresses this gap by exploring the collaboration of FLEs with
AI. This is particularly important as the most significant changes
resulting from the introduction of AI in service companies are in the
job performance of FLEs. While prior research has just mentioned
FLE–AI collaboration, it has not systematically categorized or
broken down the collaboration practice into its constituent
dimensions. However, this detailed understanding is essential for
promoting a nuanced understanding of AI's role in augmenting jobs,
implementing the collaboration strategically, and adapting it as
needed. Building on existing research, this article contributes to the
field by proposing a holistic framework of FLE–AI collaboration. The
framework organizes the collaboration into three dimensions,
identifying common patterns and providing a structured overview of the
term, offering insights into task-specific collaboration utility,
suitable skill allocations, and the relationship structures between
FLEs and AI. By systematically conceptualizing these aspects, this
article not only provides a conceptual foundation for understanding
FLE–AI collaboration but also delivers actionable insights for
service scholars and practitioners to integrate AI effectively into
the FLE's job. It supports the targeted deployment of AI in service
environments, guiding task allocation, workforce development, and
relationship management.},
journal = {SMR - Journal of Service Management Research},
pages = {155--170},
author = {Tsaga, Irini},
volume = {8},
number = {3-4}
}