Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing Paluch, Stefanie Wittkop, Thomas Sheth, Jagdish N. Jain, Varsha Mogaji, Emmanuel Ambika, Anupama Artificial intelligence AI-based services Willingness to collaborate Employees’ wellbeing 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. Springer International Publishing AG 2023 info:eu-repo/semantics/bookPart doc-type:bookPart text http://purl.org/coar/resource_type/c_3248 https://www.th-owl.de/elsa/record/13786 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> eng info:eu-repo/semantics/altIdentifier/doi/10.1007/978-3-031-33898-4_12 info:eu-repo/semantics/altIdentifier/isbn/978-3-031-33897-7 info:eu-repo/semantics/closedAccess