Ala-Heikkilä, V., & Järvenpää, M. (2023). Management Accountants’ Image, Role and Identity: Employer Branding and Identity Conflict. Qualitative Research in Accounting & Management, 20(3), 337–371. https://doi.org/10.1108/QRAM-04-2021-0064

Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2020). Customer Experiences in the Age of Artificial Intelligence. Computers in Human Behavior, 114, 106548. https://doi.org/10.1016/j.chb.2020.106548

Bankins, S., Ocampo, A. C., Marrone, M., Restubog, S. L. D., & Woo, S. E. (2023). A Multilevel Review of Artificial Intelligence in Organizations: Implications for Organizational Behavior Research and Practice. Journal of Organizational Behavior, 45(2), 159–182. https://doi.org/10.1002/job.2735

Barbieri, L., Mussida, C., Piva, M., & Vivarelli, M. (2019). Testing the Employment Impact of Automation, Robots and AI: A Survey and Some Methodological Issues. IZA Discussion Paper, 12612. https://doi.org/10.2139/ssrn.3457656

Bauer, A., Wollherr, D., & Buss, M. (2008). Human-Robot Collaboration: A Survey. International Journal of Humanoid Robotics, 5(1), 47–66. https://doi.org/10.1142/S0219843608001303

Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J. (2020). Robots or Frontline Employees? Exploring Customers’ Attributions of Responsibility and Stability After Service Failure or Success. Journal of Service Management, 31(2), 267–289. https://doi.org/10.1108/JOSM-05-2019-0156

Bettencourt, L. A., & Gwinner, K. (1996). Customization of the Service Experience: The Role of the Frontline Employee. International Journal of Service Industry Management, 7(2), 3–20. https://doi.org/10.1108/09564239610113442

Blaurock, M., Büttgen, M., & Schepers, J. (2024). Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production. Journal of Service Research, 0(0). https://doi.org/10.1177/10946705241238751

Blyler, A. P., & Seligman, M. E. P. (2024). AI Assistance for Coaches and Therapists. The Journal of Positive Psychology, 19(4), 579–591. https://doi.org/10.1080/17439760.2023.2257642

Braun, A., Zweck, A., & Holtmannspötter, D. (2016). The Ambiguity of Intelligent Algorithms: Job Killer or Supporting Assistant. European Journal of Futures Research, 4(9), 1–9. https://doi.org/10.1007/s40309-016-0091-3

Brynjolfsson, E., Mitchell, T., & Rock, D. (2018). What Can Machines Learn and What Does It Mean for Occupations and the Economy? AEA Papers and Proceedings, 108, 43–47. https://doi.org/10.1257/pandp.20181019

Cao, S., Jiang, W., Wang, J., & Yang, B. (2024). From Man vs. Machine to Man + Machine: The Art and AI of Stock Analyses. Journal of Financial Economics, 160, 103910. https://doi.org/10.1016/j.jfineco.2024.103910

Cantrell, S., Davenport, T. H., & Kreit, B. (2022a). Strengthening the Bonds of Human and Machine Collaboration. Deloitte. Retrieved on August 13, 2024, from https://www2.deloitte.com/us/en/insights/topics/talent/human-machine-collaboration.html

Cantrell, S., Griffiths M., Jones, R., & Hiipakka, J. (2022b). Building Tomorrow’s Skillsbased Organization. Jobs aren’t Working Anymore. Deloitte. Retrieved on October 30, 2024, from https://www2.deloitte.com/content/dam/Deloitte/global/Documents/Deloitte-Skills-Based-Organization.pdf

Cascio, W. F., & Montealegre, R. (2016). How Technology Is Changing Work and Organizations. Annual Review of Organizational Psychology and Organizational Behavior, 3(1), 349–375. https://doi.org/10.1146/annurev-orgpsych-041015-062352

Chandra, S., Shirish, A., & Srivastava, S. C. (2022). To Be or Not to Be …Human? Theorizing the Role of Human-Like Competencies in Conversational Artificial Intelligence Agents. Journal of Management Information Systems, 39(4), 969–1005. https://doi.org/10.1080/07421222.2022.2127441

Chin, T., Cheng, T. C. E., Wang, C., & Huang, L. (2024). Combining Artificial and Human Intelligence to Manage Cross-Cultural Knowledge in Humanitarian Logistics: A Yin– Yang Dialectic Systems View of Knowledge Creation. Journal of Knowledge Management, 28(7), 1963–1977. https://doi.org/10.1108/JKM-06-2023-0458

Choi, D.-J., Park, J. J., & Lee, S. (2020). Artificial Intelligence for the Diagnosis of Heart Failure. npj Digital Medicine, 3(54). https://doi.org/10.1038/s41746-020-0261-3

Choi, S., Yi, Y., & Zhao, X. (2024). The Human Touch vs. AI Efficiency: How Perceived Status, Effort, and Loyalty Shape Consumer Satisfaction with Preferential Treatment. Journal of Retailing and Consumer Services, 81, 103969. https://doi.org/10.1016/j.jretconser.2024.103969

Clark, N. (2023) Trust the Bots’: Brits Must Learn to Trust Latest Computers and Not Fear AI, Says Tech Secretary. The Sun. Retrieved on August 13, 2024, from https://www.thesun.co.uk/news/21854543/brits-learn-trust-latest-computersmichelle-donelan/

Coelho, F., & Augusto, M. (2010). Job Characteristics and the Creativity of Frontline Service Employees. Journal of Service Research, 13(4), 426–438. https://doi.org/10.1177/1094670510369379

Dahlin, E. (2019). Are Robots Stealing Our Jobs? Socius: Sociological Research for a Dynamic World, 5. https://doi.org/10.1177/2378023119846249

Darvishi, A., Khosravi, H., Sadiq, S., Gašević, D., & Siemens, G. (2024). Impact of AI Assistance on Student Agency. Computers & Education, 210, 104967. https://doi.org/10.1016/j.compedu.2023.104967

De Keyser, A., Köcher, S., Alkire (née Nasr), L., Verbeeck, C., & Kandampully, J. (2019). Frontline Service Technology Infusion: Conceptual Archetypes and Future Research Directions. Journal of Service Management, 30(1), 156–183. https://doi.org/10.1108/JOSM-03-2018-0082

Dégallier-Rochat, S., Kurpicz-Briki, M., Endrissat, N., & Yatsenko, O. (2022). Human Augmentation, not Replacement: A Research Agenda for AI and Robotics in the Industry. Frontiers in Robotics and AI, 9, 997386. https://doi.org/10.3389/frobt.2022.997386

Dellermann, D., Calma, A., Lipusch, N., Weber, T., Weigel, S., & Ebel, P. (2019). The Future of Human-AI Collaboration: A Taxonomy of Design Knowledge for Hybrid Intelligence Systems. Proceeding of the 52nd Hawaii International Conference on System Sciences, Maui, USA, 274–283. https://doi.org/10.24251/HICSS.2019.034

Dwivedi, Y. K., Kshetri, N., Hughes, L., Slade, E. L., Jeyaraj, A., Kar, A. K., Baabdullah, A. M., Koohang, A., Raghavan, V., Ahuja, M., Albanna, H., Albashrawi, M. A., Al- Busaidi, A. S., Balakrishnan, J., Barlette, Y., Basu, S., Bose, I., Brooks, L., Buhalis, D., Carter, L., Chowdhury, S., Crick, T., Cunningham, S. W., Davies, G. H., Davison, R. M., Dé, R., Dennehy, D., Duan, Y., Dubey, R., Dwivedi, R., Edwards, J. S., Flavián, C., Gauld, R., Grover, V., Hu, M. C., Janssen, M., Jones, P., Junglas, I., Khorana, S., Kraus, S., Larsen, K. R., Latreille, P., Laumer, S., Malik, F. T., Mardani, A., Mariani, M., Mithas, S., Mogaji, E., Nord, J. H., O'Connor, S., Okumus, F., Pagani, M., Pandey, N., Papagiannidis, S., Pappas, I. O., Pathak, N., Pries-Heje, J., Raman, R., Rana, N. P., Rehm, S. V., Ribeiro-Navarrete, S., Richter, A., Rowe, F., Sarker, S., Stahl, B. C., Tiwari, M. K., van der Aalst, W., Venkatesh, V., Viglia, G., Wade, M., Walton, P., Wirtz, J., & Wright, R. (2023). “So what if ChatGPT wrote it?” Multidisciplinary Perspectives on Opportunities, Challenges and Implications of Generative Conversational AI for Research, Practice and Policy. International Journal of Information Management, 71, 102642. https://doi.org/10.1016/j.ijinfomgt.2023.102642

Ergin, E., Karaarslan, D., Şahan, S., & Bingöl, Ü. (2023). Can Artificial Intelligence and Robotic Nurses Replace Operating Room Nurses? The Quasi-Experimental Research. Journal of Robotic Surgery, 17, 1847–1855. https://doi.org/10.1007/s11701-023-01592-0

Flavian, C., Perez-Rueda, A., Belanche, D., & Casalo, L. V. (2021). Intention to Use Analytical Artificial Intelligence (AI) in Services: The Effect of Technology Readiness and Awareness. Journal of Service Management, 33(2), 293–320. https://doi.org/10.1108/JOSM-10-2020-0378

Frey, C. B., & Osborne, M. A. (2017). The Future of Employment: How Susceptible are Jobs to Computerisation? Technological Forecasting & Social Change, 114, 254–280. https://doi.org/10.1016/j.techfore.2016.08.019

Glikson, E., & Woolley, A. W. (2020). Human Trust in Artificial Intelligence: Review of Empirical Research. Academy of Management Annals, 14(2). https://doi.org/10.5465/annals.2018.0057

Goodrich, M. A., & Schultz, A. C. (2007). Human-Robot Interaction: A Survey. Foundations and Trends in Human-Computer Interaction, 1(3), 203–275. https://doi.org/10.1561/1100000005

Gordon, H. J., Demerouti, E., Le Blanc, P. M., Bakker, A. B., Bipp, T., & Verhagen, M. A. M. T. (2018). Individual Job Redesign: Job Crafting Interventions in Healthcare. Journal of Vocational Behavior, 104, 98–114. https://doi.org/10.1016/j.jvb.2017.07.002

Grace, K., Salvatier, J., Dafoe, A., Zhang, B., & Evans, O. (2018). Viewpoint: When Will AI Exceed Human Performance? Evidence from AI Experts. Journal of Artificial Intelligence Research, 62, 729–754. https://doi.org/10.1613/jair.1.11222

Harborth, D., & Kümpers, K. (2022). Intelligence Augmentation: Rethinking the Future of Work by Leveraging Human Performance and Abilities. Virtual Reality, 26(3), 849– 870. https://doi.org/10.1007/s10055-021-00590-7

He, C., Teng, R., & Song, J. (2023). Linking Employees’ Challenge-Hindrance Appraisals Toward AI to Service Performance: The Influences of Job Crafting, Job Insecurity and AI Knowledge. International Journal of Contemporary Hospitality Management, 36(3), 975–994. https://doi.org/10.1108/IJCHM-07-2022-0848

Hollander, J. (2024). AI in the Hospitality: Here’s What You Need to Know. HotelTechReport. Retrieved on December 17, 2024, from https://hoteltechreport.com/news/ai-inhospitality

Holman, D. J., Axtell, C. M., Sprigg, C. A., Totterdell, P., & Wall, T. D. (2010). The Mediating Role of Job Characteristics in Job Redesign Interventions: A Serendipitous Quasi‐Experiment. Journal of Organizational Behavior, 31(1), 84–105. https://doi.org/10.1002/job.631

Huang, M.-H., & Rust, R. T. (2024). The Caring Machine: Feeling AI for Customer Care. Journal of Marketing, 88(5), 1–23. https://doi.org/10.1177/00222429231224748

Huang, M.-H., & Rust, R. T. (2021). Engaged to a Robot? The Role of AI in Service. Journal of Service Research, 24(1), 30–41. https://doi.org/10.1177/1094670520902266

Huang, M.-H., & Rust, R. T. (2018). Artificial Intelligence in Service. Journal of Service Research, 21(2), 155–172. https://doi.org/10.1177/1094670517752459

Huang, S., Yang, J., Fong, S., & Zhao, Q. (2021). Artificial Intelligence in the Diagnosis of COVID-19: Challenges and Perspectives. International Journal of Biological Sciences, 17(6), 1581–1587. https://doi.org/10.7150/ijbs.58855

Huang, S., Yin, H., & Lv, L. (2019). Job Characteristics and Teacher Well-Being: The Mediation of Teacher Self-Monitoring and Teacher Self-Efficacy. Educational Psychology, 39(3), 313–331. https://doi.org/10.1080/01443410.2018.1543855

IEEE (2024). Technology Megatrends. IEEE. Retrieved on August 13, 2024 from https://engage.ieee.org/FD-Megatrends-2024.html

Johnson, A. (2023). Which Jobs Will AI Replace? These 4 Industries Will Be Heavily Impacted. Forbes. Retrieved on August 13, 2024, from https://www.forbes.com/sites/ariannajohnson/2023/03/30/which-jobs-will-ai-replace-these-4-industries-willbe-heavily-impacted/

Jorzik, P., Klein, S. P., Kanbach, D. K., & Kraus, S. (2024). AI-Driven Business Model Innovation: A Systematic Review and Research Agenda. Journal of Business Research, 182, 114764. https://doi.org/10.1016/j.jbusres.2024.114764

Jussupow E, Spohrer K, Heinzl A. (2022). Identity Threats as a Reason for Resistance to Artificial Intelligence: Survey Study with Medical Students and Professionals. JMIR Formative Research, 6(3), 28750. https://doi.org/10.2196/28750

Khoa, D. T., & Chan, K. W. (2023). Being Alone or Together: How Frontline Anthropomorphized Robots Affect Solo (vs. Joint) Service Consumption. Journal of Service Research, 27(4), 579–599. https://doi.org/10.1177/10946705231218405

Kiesler, D. J. (1983). The 1982 Interpersonal Circle: A Taxonomy for Complementarity in Human Transactions. Psychological Review, 90(3), 185–214. https://doi.org/10.1037/0033-295X.90.3.185

Kim, S., Kim, J., Badu-Baiden, F., Giroux, M., & Choi, Y. (2021). Preference for Robot Service or Human Service in Hotels? Impacts of the COVID-19 Pandemic. International Journal of Hospitality Management, 93, 102795. https://doi.org/10.1016/j.ijhm.2020.102795

Klenert, D., Fernández-Macías, E., & Antón, J.-I. (2023). Do Robots Really Destroy Jobs? Evidence from Europe. Economic and Industrial Democracy, 44(1), 280–316. https://doi.org/10.1177/0143831X211068891

Knani, M., Echchakoui, S., & Ladhari, R. (2022). Artificial Intelligence in Tourism and hospitality: Bibliometric Analysis and Research Agenda. International Journal of Hospitality Management, 107, 103317. https://doi.org/10.1016/j.ijhm.2022.103317

Kong, H., Yuan, Y., Baruch, Y., Bu, N., Jiang, X., & Wang, K. (2021). Influences of Artificial Intelligence (AI) Awareness on Career Competency and Job Burnout. International Journal of Contemporary Hospitality Management, 33(2), 717–734. https://doi.org/10.1108/IJCHM-07-2020-0789

Koo, B., Curtis, C., & Ryan, B. (2021). Examining the Impact of Artificial Intelligence on Hotel Employees Through Job Insecurity Perspectives. International Journal of Hospitality Management, 95, 102763. https://doi.org/10.1016/j.ijhm.2020.102763

Kossek, E. E., & Ollier-Malaterre, A. (2020). Desperately Seeking sustainable Careers: Redesigning Professional Jobs for the Collaborative Crafting of Reduced-Load Work. Journal of Vocational Behavior, 117, 103315. https://doi.org/10.1016/j.jvb.2019.06.003

Koponen, J., Julkunen, S., Laajalahti, A., Turunen, M., & Spitzberg, B. (2023). Work Characteristics Needed by Middle Managers When Leading AI-Integrated Service Teams. Journal of Service Research, 0(0). https://doi.org/10.1177/10946705231220462

Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017). ‘Service Encounter 2.0’: An Investigation into the Roles of Technology, Employees and Customers. Journal of Business Research, 79, 238–246. https://doi.org/10.1016/j.jbusres.2017.03.008

Le, K. B. Q., Sajtos, L., & Fernandez, K. V. (2023). Employee-(ro)bot Collaboration in Service: An Interdependence Perspective. Journal of Service Management, 34(2), 176–207. https://doi.org/10.1108/JOSM-06-2021-0232

Le, K. B. Q., Sajtos, L., Kunz, W. H., & Fernandez, K. V. (2024). The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service. Journal of Service Research, 0(0). https://doi.org/10.1177/10946705241229419

Lee, M. K., Jain, A., Cha, H. J., Ojha, S., & Kusbit, D. (2019). Procedural Justice in Algorithmic Fairness: Leveraging Transparency and Outcome Control for Fair Algorithmic Mediation. Proceedings of the ACM on Human-Computer Interaction, 3(CSCW), 1–26. https://doi.org/10.1145/3359284

Li, M., Yin, D., Qiu, H., & Bai, B. (2021). A Systematic Review of AI Rechnology-Based Service Encounters: Implications for Hospitality and Tourism Operations. International Journal of Hospitality Management, 95, 102930. https://doi.org/10.1016/j.ijhm.2021.102930

Li, C.-Y., & Zhang, J.-T. (2023). Chatbots or me? Consumers’ Switching Between Human Agents and Conversational Agents. Journal of Retailing and Consumer Services, 72, 103264. https://doi.org/10.1016/j.jretconser.2023.103264

Lindner, J. (2024a). Global AI in Healthcare Statistics: Market to Reach $45.2B. WifiTalents. Retrieved on August 4, 2024, from https://wifitalents.com/statistic/ai-inhealthcare/#sources.

Lindner, J. (2024b). AI in Finance Industry Statistics: $1 Trillion Saved, $26.67 Billion Projected. WifiTalents. Retrieved on August 4, 2024, from https://wifitalents.com/statistic/ai-in-finance-industry/

Lyons, J. B., Sycara, K., Lewis, M., & Capiola, A. (2021). Human-Autonomy Teaming: Definitions, Debates, and Directions. Frontiers in Psychology, 12, 589585. https://doi.org/10.3389/fpsyg.2021.589585

Ma, E., Bao, Y., Huang, L., Wang, D., & Kim, M. (Sunny). (2023). When a Robot Makes Your Dinner: A Comparative Analysis of Product Level and Customer Experience Between the U.S. and Chinese Robotic Restaurants. Cornell Hospitality Quarterly, 64(2), 184–211. https://doi.org/10.1177/19389655211052286

Malik, N., Tripathi, S. N., Kar, A. K., & Gupta, S. (2022). Impact of Artificial Intelligence on Employees Working in Industry 4.0 Led Organizations. International Journal of Manpower, 43(2), 334–354. https://doi.org/10.1108/IJM-03-2021-0173

Marinova, D., De Ruyter, K., Huang, M.-H., Meuter, M. L., & Challagalla, G. (2017). Getting Smart: Learning from Technology-Empowered Frontline Interactions. Journal of Service Research, 20(1), 29–42. https://doi.org/10.1177/1094670516679273

Marti, C. L., Liu, H., Kour, G., Bilgihan, A., & Xu, Y. (2024). Leveraging Artificial Intelligence in Firm-Generated Online Customer Communities: A Framework and Future Research Agenda. Journal of Service Management, 35(3), 438–458. https://doi.org/10.1108/JOSM-10-2023-0443

McGrath, J. E. (1984). Groups: Interaction and Performance (14. ed.). Englewood Cliffs. McLeay, F., Osburg, V. S., Yoganathan, V., & Patterson, A. (2021). Replaced by a Robot: Service Implications in the Age of the Machine. Journal of Service Research, 24(1), 104–121. https://doi.org/10.1177/1094670520933354

Mei, X., Lee, H.-C., Diao, K-Y., Huang, M., Lin, B., Liu, C., Xie, Z., Ma, Y., Robson, P. M., Chung, M., Bernheim, A., Mani, V., Calcagno, C., Li, K., Li., S., Shan, H., Lv, J., Zhao, T., Xia, J., Long, Q., Steinberger, S., Jacobi, A., Deyer, T., Luksza, M., Liu, F., Little, B. P., Fayad, Z. A., & Yang, Y. (2020). Artificial Intelligence-Enabled Rapid Diagnosis of Patients with COVID-19. Nature Medicine, 26, 1224–1228. https://doi.org/10.1038/s41591-020-0931-3

Meyer, L. M., Stead, S., Salge, T. O., & Antons, D. (2024). Artificial Intelligence in Acute Care: A Systematic Review, Conceptual Synthesis, and Research Agenda. Technological Forecasting and Social Change, 206, 123568. https://doi.org/10.1016/j.techfore.2024.123568

Mirbabaie, M., Brünker, F., Möllmann Frick, N. R. J., & Stieglitz, S. (2022). The Rise of Artificial Intelligence: Understanding the AI Identity Threat at the Workplace. Electronic Markets, 32, 73–99. https://doi.org/10.1007/s12525-021-00496-x

Mozafari, N., Weiger, W. H., & Hammerschmidt, M. (2022). Trust me, I’m a Bot: Repercussions of Chatbot Disclosure in Different Service Frontline Settings. Journal of Service Management, 33(2), 221–245. https://doi.org/10.1108/JOSM-10-2020-0380

Neri, E., Coppola, F., Miele, V., Bibbolino, C., & Grassi, R. (2020). Artificial Intelligence: Who is Responsible for the Diagnosis? La Radiologia Medica, 125, 517–521. https://doi.org/10.1007/s11547-020-01135-9

Nguyen, T.-M., & Malik, A. (2022). A Two-Wave Cross-Lagged Study on AI Service Quality: The Moderating Effects of the Job Level and Job Role. British Journal of Management, 33(3), 1221–1237. https://doi.org/10.1111/1467-8551.12540

Paluch, S., Tuzovic, S., Holz, H. F., Kies, A., & Jörling, M. (2022). “My Colleague is a Robot”: Exploring Frontline Employees’ Willingness to Work with Collaborative Service Robots. Journal of Service Management, 33(2), 363–388. https://doi.org/10.1108/JOSM-11-2020-0406

Pantano, E., & Scarpi, D. (2022). I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their Effect on Consumers Emotions in Service. Journal of Service Research, 25(4), 583–600. https://doi.org/10.1177/10946705221103538

Pappas, A., Fumagalli, E., Rouziou, M., & Bolander, W. (2023). More than Machines: The Role of the Future Retail Salesperson in Enhancing the Customer Experience. Journal of Retailing, 99(4), 518–531. https://doi.org/10.1016/j.jretai.2023.10.004

Paschen, J., Wilson, M., & Ferreira, J. J. (2020). Collaborative Intelligence: How Human and Artificial Intelligence Create Value Along the B2B Sales Funnel. Business Horizons, 63(3), 403–414. https://doi.org/10.1016/j.bushor.2020.01.003

Paul, S., Yuan, L., Jain, H. K., Robert, L. P., Spohrer, J., & Lifshitz-Assaf, H. (2022). Intelligence Augmentation: Human Factors in AI and Future of Work. AIS Transactions on Human-Computer Interaction, 14(3), 426–445. https://doi.org/10.17705/1thci.00174

Pelau, C., Dabija, D.-C., & Ene, I. (2021). What makes an AI Device Human-Like? The Role of Interaction Quality, Empathy and Perceived Psychological Anthropomorphic Characteristics in the Acceptance of Artificial Ontelligence in the Service Industry. Computers in Human Behavior, 122, 106855. https://doi.org/10.1016/j.chb.2021.106855

Plumwongrot, P., & Pholphirul, P. (2023). Are Robots Stealing Jobs? Empirical Evidence from 10 Developing Countries. Economics of Innovation and New Technology, 32(6), 873–889. https://doi.org/10.1080/10438599.2022.2051020

Prentice, C., Dominique Lopes, S., & Wang, X. (2019). Emotional Intelligence or Artificial Intelligence: An Employee Perspective. Journal of Hospitality Marketing & Management, 29(4), 377–403. https://doi.org/10.1080/19368623.2019.1647124

Rampersad, G. (2020). Robot Will Take Your Job: Innovation for an Era of Artificial Intelligence. Journal of Business Research, 116, 68–74. https://doi.org/10.1016/j.jbusres.2020.05.019

Reis, J. (2024). Customer Service Through AI-Powered Human-Robot Relationships: Where are we now? The Case of Henn na Cafe, Japan. Technology in Society, 77, 102570. https://doi.org/10.1016/j.techsoc.2024.102570

Robinson, S., Orsingher, C., Alkire, L., De Keyser, A., Giebelhausen, M., Papamichail, K. N., & Temerak, M. S. (2020). Frontline Encounters of the AI Kind: An Evolved Service Encounter Framework. Journal of Business Research, 116, 366–376. https://doi.org/10.1016/j.jbusres.2019.08.038

Saviano, M., del Prete, M., Mueller, J., & Caputo, F. (2023). The Challenging Meet Between Human and Artificial Knowledge. A Systems-Based View of its Influences on Firms-Customers Interaction. Journal of Knowledge Management, 27(11), 101–111. https://doi.org/10.1108/JKM-12-2022-0940

Schepers, J. J. L., & van der Borgh, M. (2020). A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture. Journal of Service Research, 23(3), 255–280. https://doi.org/10.1177/1094670520918669

Shanks, I., Scott, M. L., Mende, M., van Doorn, J., & Grewal, D. (2024). Cobotic Service Teams and Power Dynamics: Understanding and Mitigating Unintended Consequences of Human-Robot Collaboration in Healthcare Services. Journal of the Academy of Marketing Science, 0(0), 1–27. https://doi.org/10.1007/s11747-024-01004-1

Sigala, M., Ooi, K.-B., Tan, G., Aw, E., Cham, T.-H., Dwivedi, Y., Kunz, W., Letheren, K., Mishra, A., Russell-Bennett, R., & Wirtz, J. (2024). ChatGPT in Service: Opportunities, Challenges, and Research Directions. Journal of Service Theory and Practice, 34(5), 726–737.

Google Scholar 

Smids, J., Nyholm, S., & Berkers, H. (2020). Robots in the Workplace: A Threat to – or Opportunity for – Meaningful Work? Philosophy & Technology, 33(3), 503–522. https://doi.org/10.1007/s13347-019-00377-4

Spector, J. M., & Ma, S. (2019). Inquiry and Critical Thinking Skills for the Next Generation: From Artificial Intelligence Back to Human Intelligence. Smart Learning Environments, 6(1), 1–11. https://doi.org/10.1186/s40561-019-0088-z

Subramony, M., Groth, M., Hu, X., & Wu, Y. (2021). Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review. Journal of Service Research, 24(2), 230–248. https://doi.org/10.1177/1094670521999721

Talmage-Rostron, M. (2024). How Will Artificial Intelligence Affect Jobs 2024–2030. Nexford University. Retrieved on August 4, 2024, from https://www.nexford.edu/insights/how-will-ai-affect-jobs

Tang, P. M., Koopman, J., Mcclean, S. T., Zhang, J. H., Li, C. H., de Cremer, D., Lu, Y., & Ng, C. T. S. (2021). When Conscientious Employees Meet Intelligent Machines: An Integrative Approach Inspired by Complementarity Theory and Role Theory. Academy of Management Journal, 65(3), 1019–1054. https://doi.org/10.5465/amj.2020.1516

The Economic Times (2023, April 6). Are Robot Waiters the Future? Some Restaurants Think So. The Economic Times. Retrieved on August 4, 2024, from https://economictimes.indiatimes.com/news/international/business/are-robot-waiters-the-futuresome-restaurants-think-so/articleshow/99286575.cms?from=mdr

Tursunbayeva, A., & Renkema, M. (2023). Artificial Intelligence in Health-Care: Implications for the Job Design of Healthcare Professionals. Asian Pacific Journal of Human Resources, 61(4), 845–887. https://doi.org/10.1111/1744-7941.12325

Van Quaquebeke, N. V., & Gerpott, F. H. (2023). The Now, New, and Next of Digital Leadership: How Artificial Intelligence (AI) Will Take Over and Change Leadership as We Know It. Journal of Leadership & Organizational Studies, 30(3), 265–275. https://doi.org/10.1177/15480518231181731

Verma, S., & Singh, V. (2022). Impact of Artificial Intelligence-Enabled Job Characteristics and Perceived Substitution Crisis on Innovative Work Behavior of Employees from High-Tech Firms. Computers in Human Behavior, 131, 107215. https://doi.org/10.1016/j.chb.2022.107215

Vrontis, D., Christofi, M., Pereira, V., Tarba, S., Makrides, A., & Trichina, E. (2021). Artificial Intelligence, Robotics, Advanced Technologies and Human Resource Management: A Systematic Review. The International Journal of Human Resource Management, 33(6), 1237–1266. https://doi.org/10.1080/09585192.2020.1871398

Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018). Brave New World: Service Robots in the Frontline. Journal of Service Management, 29(5), 907–931. https://doi.org/10.1108/JOSM-04-2018-0119

World Economic Forum (2024). Why there will be Plenty of Jobs in the Future: Even with Artificial Intelligence. World Economic Forum. Retrieved on August 4, 2024, from https://www.weforum.org/agenda/2024/02/artificial-intelligence-ai-jobs-future/.

Williams, G. Y., & Lim, S. (2024). Psychology of AI: How AI Impacts the Way People Feel, Think, and Behave. Current Opinion in Psychology, 58, 101835. https://doi.org/10.1016/j.copsyc.2024.101835

Wu, X., Shuhua L., Yonglin G., & Shujie F. (2024). Human or AI Robot? Who is Fairer on the Service Organizational Frontline. Journal of Business Research, 181, 114730. https://doi.org/10.1016/j.jbusres.2024.114730

Xiao, L., & Kumar, V. (2021). Robotics for Customer Service: A Useful Complement or an Ultimate Substitute? Journal of Service Research, 24(1), 9–29. https://doi.org/10.1177/1094670519878881

Xu, J., Tang, X., Chang, E.-C., & Peng, H. (2024). Working with AI: The Impact of Organizational Intelligent Service Strategy on Employees’ Perception of Career Achievement. Humanities and Social Sciences Communications, 11(1), 895. https://doi.org/10.1057/s41599-024-03265-1