Confirmation of Candidature - Cobotic Model to Address Employee and Customer Engagement : John Habib

The utilisation of artificial intelligence (AI) and service robots within organisations is perceived as a two-fold transformation. While it streamlines processes, enhances quality, and boosts profits, it also poses a threat to job security for employees, potentially leading to a reluctance to collaborate in service creation, resulting in increased turnover and reduced overall involvement. Additionally, customers may experience discomfort during interactions with service robots, leading to perceptions of poor service quality in certain instances. This study aims to explore the dynamic between robots and employees within the service sector, specifically in hospitality, and to develop a collaborative model for robots and employees that enhances both employee and customer engagement. The research is anticipated to contribute to the fields of engagement, AI, and human resources. Four studies will be conducted to address the research questions. Studies 1A and 1B will focus on RQ1, employing grounded theory qualitative focus groups and semi-structured interviews, followed by a quantitative online survey. Studies 2A and 2B will address RQ2&3 through quantitative online surveys employing scenario-based approaches. This research endeavours to offer novel strategies for organisations to enhance employee and customer engagement.

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