Service Robots in the Wild: The Impact of the Robotic-Human Intrusion Challenge on FLE Well-Being
Chelsea Phillips · Queensland University of Technology · 2024
As service industries navigate extreme staff shortages, service robots have been identified as a way to mitigate this difficulty. This thesis investigates how the integration of service robots in frontline service environments affects the well-being of frontline employees who must work alongside them in aged care and hospitality. By leveraging novel field data, this research reveals that service robots augment rather than replace human skills and pose opportunity rather than threat. This thesis envisions a robotic-human future where robots and service workers work to their strengths, and provides guidance for real world implementation.