Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing

book chapter Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing published CHe Stefanie Paluch author Thomas Wittkop author 61636 Jagdish N.Sheth editor Varsha Jain editor Emmanuel Mogaji editor Anupama Ambika editor DEP3019 department 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 AG2023 eng Artificial intelligenceAI-based servicesWillingness to collaborateEmployees’ wellbeing Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement 978-3-031-33897-710.1007/978-3-031-33898-4_12 281–302 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.

Paluch, Stefanie ; Wittkop, Thomas: Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing. In: Sheth, J. N. ; Jain, V. ; Mogaji, E. ; Ambika, A. (Hrsg.): Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement . Cham : Springer International Publishing AG, 2023, S. 281–302

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. Paluch, S., & 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, & A. Ambika (Eds.), Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement (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> Paluch, Stefanie, and Thomas Wittkop. “Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and Its Impact on Wellbeing.” Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement , 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>. 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. S. Paluch and T. Wittkop, “Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing,” in Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement , 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>. Paluch S and Wittkop T (2023) Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and Its Impact on Wellbeing. In Sheth JN et al. (eds), Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement . Cham: Springer International Publishing AG, pp. 281–302.

Paluch, Stefanie und Thomas Wittkop. 2023. Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing. In: Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement , 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>, .

Paluch, Stefanie, and Thomas Wittkop. “Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and Its Impact on Wellbeing.” In Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement , 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>. 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. Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement . 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> Paluch, Stefanie/Wittkop, Thomas: Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing, in: Sheth, Jagdish N. u. a. (Hgg.): Artificial Intelligence in Customer Service : The Next Frontier for Personalized Engagement , Cham 2023, S. 281–302. 137862026-05-26T17:34:27Z2026-05-27T12:09:44Z