---
_id: '13786'
abstract:
- lang: eng
  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.
author:
- first_name: Stefanie
  full_name: Paluch, Stefanie
  last_name: Paluch
- first_name: Thomas
  full_name: Wittkop, Thomas
  id: '61636'
  last_name: Wittkop
citation:
  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>'
  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>'
  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.'
  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>,
    .'
  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'
  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.'
  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>.'
  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>.'
  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.'
  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.'
  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.'
date_created: 2026-05-26T17:34:27Z
date_updated: 2026-05-27T12:09:44Z
department:
- _id: DEP3019
doi: 10.1007/978-3-031-33898-4_12
editor:
- first_name: Jagdish N.
  full_name: Sheth, Jagdish N.
  last_name: Sheth
- first_name: 'Varsha '
  full_name: 'Jain, Varsha '
  last_name: Jain
- first_name: 'Emmanuel '
  full_name: 'Mogaji, Emmanuel '
  last_name: Mogaji
- first_name: 'Anupama '
  full_name: 'Ambika, Anupama '
  last_name: Ambika
keyword:
- Artificial intelligence
- AI-based services
- Willingness to collaborate
- Employees’ wellbeing
language:
- iso: eng
page: 281–302
place: Cham
publication: 'Artificial Intelligence in Customer Service : The Next Frontier for
  Personalized Engagement '
publication_identifier:
  eisbn:
  - '978-3-031-33898-4 '
  isbn:
  - 978-3-031-33897-7
publication_status: published
publisher: Springer International Publishing AG
status: public
title: Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence
  and its Impact on Wellbeing
type: book_chapter
user_id: '83781'
year: '2023'
...