@inbook{13786,
  abstract     = {{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       = {{Paluch, Stefanie and Wittkop, Thomas}},
  booktitle    = {{Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement }},
  editor       = {{Sheth, Jagdish N. and Jain, Varsha  and Mogaji, Emmanuel  and Ambika, Anupama }},
  isbn         = {{978-3-031-33897-7}},
  keywords     = {{Artificial intelligence, AI-based services, Willingness to collaborate, Employees’ wellbeing}},
  pages        = {{281–302}},
  publisher    = {{Springer International Publishing AG}},
  title        = {{{Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing}}},
  doi          = {{10.1007/978-3-031-33898-4_12}},
  year         = {{2023}},
}