[{"user_id":"83781","doi":"10.1007/978-3-031-33898-4_12","type":"book_chapter","date_updated":"2026-05-27T12:09:44Z","abstract":[{"text":"Due to the superior job performing abilities and increasing computational capabilities, collaborating with artificial-intelligence-based services (AIBS or AI-based services) will be inevitable for employees in the service context. AI-based services in the form of virtual (e.g., chatbot) or physical (e.g., service robot) embodiments, which are characterized by a higher degree of autonomy and are intended to augment the tasks of human employees in a highly collaborative way, will increasingly become an integral part of employee’s work environment. Semi-structured interviews and a focus group discussion have been used to identify constructs driving employees’ perception of AI-based services and their impact on wellbeing. Combined with a thorough literature analysis, relations between the identified constructs have been derived from introducing a conceptual model of employees’ willingness to collaborate (WTC). This study identifies technology characteristics, job demands, resources, and control as constructs, directly influencing employees’ perceived risk of AI-based services.","lang":"eng"}],"publisher":"Springer International Publishing AG","date_created":"2026-05-26T17:34:27Z","title":"Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing","editor":[{"full_name":"Sheth, Jagdish N.","last_name":"Sheth","first_name":"Jagdish N."},{"last_name":"Jain","first_name":"Varsha ","full_name":"Jain, Varsha "},{"first_name":"Emmanuel ","last_name":"Mogaji","full_name":"Mogaji, Emmanuel "},{"first_name":"Anupama ","last_name":"Ambika","full_name":"Ambika, Anupama "}],"author":[{"full_name":"Paluch, Stefanie","first_name":"Stefanie","last_name":"Paluch"},{"first_name":"Thomas","id":"61636","last_name":"Wittkop","full_name":"Wittkop, Thomas"}],"year":"2023","publication":"Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement ","department":[{"_id":"DEP3019"}],"language":[{"iso":"eng"}],"_id":"13786","keyword":["Artificial intelligence","AI-based services","Willingness to collaborate","Employees’ wellbeing"],"publication_identifier":{"isbn":["978-3-031-33897-7"],"eisbn":["978-3-031-33898-4 "]},"place":"Cham","status":"public","page":"281–302","citation":{"ieee":"S. Paluch and T. Wittkop, “Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing,” in <i>Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement </i>, J. N. Sheth, V. Jain, E. Mogaji, and A. Ambika, Eds. Cham: Springer International Publishing AG, 2023, pp. 281–302. doi: <a href=\"https://doi.org/10.1007/978-3-031-33898-4_12\">10.1007/978-3-031-33898-4_12</a>.","bjps":"<b>Paluch S and Wittkop T</b> (2023) Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and Its Impact on Wellbeing. In Sheth JN et al. (eds), <i>Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement </i>. Cham: Springer International Publishing AG, pp. 281–302.","mla":"Paluch, Stefanie, and Thomas Wittkop. “Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and Its Impact on Wellbeing.” <i>Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement </i>, edited by Jagdish N. Sheth et al., Springer International Publishing AG, 2023, pp. 281–302, <a href=\"https://doi.org/10.1007/978-3-031-33898-4_12\">https://doi.org/10.1007/978-3-031-33898-4_12</a>.","apa":"Paluch, S., &#38; Wittkop, T. (2023). Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing. In J. N. Sheth, V. Jain, E. Mogaji, &#38; A. Ambika (Eds.), <i>Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement </i> (pp. 281–302). Springer International Publishing AG. <a href=\"https://doi.org/10.1007/978-3-031-33898-4_12\">https://doi.org/10.1007/978-3-031-33898-4_12</a>","van":"Paluch S, Wittkop T. Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing. In: Sheth JN, Jain V, Mogaji E, Ambika A, editors. Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement . Cham: Springer International Publishing AG; 2023. p. 281–302.","short":"S. Paluch, T. Wittkop, in: J.N. Sheth, V. Jain, E. Mogaji, A. Ambika (Eds.), Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement , Springer International Publishing AG, Cham, 2023, pp. 281–302.","havard":"S. Paluch, T. Wittkop, Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing, in: J.N. Sheth, V. Jain, E. Mogaji, A. Ambika (Eds.), Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement , Springer International Publishing AG, Cham, 2023: pp. 281–302.","din1505-2-1":"<span style=\"font-variant:small-caps;\">Paluch, Stefanie</span> ; <span style=\"font-variant:small-caps;\">Wittkop, Thomas</span>: Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing. In: <span style=\"font-variant:small-caps;\">Sheth, J. N.</span> ; <span style=\"font-variant:small-caps;\">Jain, V.</span> ; <span style=\"font-variant:small-caps;\">Mogaji, E.</span> ; <span style=\"font-variant:small-caps;\">Ambika, A.</span> (Hrsg.): <i>Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement </i>. Cham : Springer International Publishing AG, 2023, S. 281–302","ama":"Paluch S, Wittkop T. Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing. In: Sheth JN, Jain V, Mogaji E, Ambika A, eds. <i>Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement </i>. Springer International Publishing AG; 2023:281-302. doi:<a href=\"https://doi.org/10.1007/978-3-031-33898-4_12\">10.1007/978-3-031-33898-4_12</a>","ufg":"<b>Paluch, Stefanie/Wittkop, Thomas</b>: Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing, in: <i>Sheth, Jagdish N. u. a. (Hgg.)</i>: Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement , Cham 2023,  S. 281–302.","chicago":"Paluch, Stefanie, and Thomas Wittkop. “Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and Its Impact on Wellbeing.” In <i>Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement </i>, edited by Jagdish N. Sheth, Varsha  Jain, Emmanuel  Mogaji, and Anupama  Ambika, 281–302. Cham: Springer International Publishing AG, 2023. <a href=\"https://doi.org/10.1007/978-3-031-33898-4_12\">https://doi.org/10.1007/978-3-031-33898-4_12</a>.","chicago-de":"Paluch, Stefanie und Thomas Wittkop. 2023. Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing. In: <i>Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement </i>, hg. von Jagdish N. Sheth, Varsha  Jain, Emmanuel  Mogaji, und Anupama  Ambika, 281–302. Cham: Springer International Publishing AG. doi:<a href=\"https://doi.org/10.1007/978-3-031-33898-4_12\">10.1007/978-3-031-33898-4_12</a>, ."},"publication_status":"published"}]