The impact of frontline service technologies on the customers' and employees' wellbeing: Applications in healthcare (R-12209)

While digital transformation is happening in almost every service industry (e.g., banking, transportation), it is especially noteworthy in the healthcare industry. The infusion of frontline service technologies in healthcare confronts customers and employees with new roles, which have mixed effects (i.e., increased satisfaction, more stress) for both actors. Overall, it remains unclear how frontline service technology infusion affects customers' and employees' well-being. The aim of this doctoral research is to better understand the impact of frontline service technologies on customers' and employees' well-being in healthcare services. This research project is divided into two scientific objectives. Objective 1 will deliver a balanced overview of (a) customer and (b) employee well-being mechanisms in human-to-technology service encounters. Objective 2 will provide an integrative overview of what drives customer well-being in (technology-mediated) human-to-human interactions. To address objective 1, we will use storyboards, diary studies, and online surveys. Objective 2 will be addressed using interviews and an experiment. The research project will pave the way to a novel way of studying technology acceptance and inform decision-making regarding the implementation of frontline service technologies in healthcare.

Keywords:customers, frontline employees, Frontline service technology, healthcare, MARKETING, well-being

Disciplines:Innovation and technology management, Consumer behaviour, Marketing not elsewhere classified