"Employee Adoption to Service Automation: Analysisng Responses to Technological Changes in the Service Sector"

Abstract

The recent global health crises and changing workplace dynamics have accelerated the pace of technology transformation within enterprises. Many organizations must take human response into account when determining how to best manage the adoption of new technology, since this can help ensure the overall success of the implementation. The purpose of this paper is to evaluate earlier research on the impact of automation technology on employment. Because the impact of automation is assessed at various levels of analysis using different methodologies and, for some levels of analysis, the impact of each individual type of automation technology is assessed, the literature examining how automation technologies affect employment is incredibly intricate and detailed. In order to increase productivity and boost employee performance and remain competitive in the market, many firms are having trouble selecting the best technology adoption tactics. Based on prior evidence, research gaps and future research priorities are identified and debated.