Research articles

Scroll down to find all my published research articles

Reimagining the sustainable social development of AI for the service sector: the role of startups

Read paper

Purpose: The emergence of artificial intelligence (AI) is leading to a job transformation within the service ecosystem in which issues related to AI governance principles may hinder the social sustainability of the sector. The relevance of AI startups in driving innovation has been recognized; thus, this paper aims to investigate whether and how AI startups may influence the sustainable social development (SSD) of the service sector.

Method: An empirical study based on 24 in-depth interviews was conducted to qualitatively explore the perceptions of service sector facing AI policymakers, AI consultants and academics (n = 12), as well as AI startups (founders, AI developers; n = 12). An inductive coding approach was used to identify and analyze the data.

Findings: As part of a complex system, AI startups influence the SSD of the service sector in relation to other stakeholders’ contributions for the ethical deployment of AI. Four key factors influencing AI startups’ ability to contribute to the SSD of the service sector were identified: awareness of socioeconomic issues; fostering decent work; systematically applying ethics; and business model innovation.

Practical implications: This study proposes measures for service sector AI startups to promote collaborative efforts and implement managerial practices that adapt to their available resources.

Organizational change process for healthcare organizations introducing mobile service robots

Read paper

Purpose: Healthcare organizations seeking to integrate service robots face challenges not directly addressed by existing change management literature. These challenges include inconsistencies in robot capabilities, stakeholder expectations, and the integration of robots into existing work routines. To address this gap, an extended organizational change process framework is proposed based on findings from a qualitative study.

Method: In May 2023, an empirical study based on 15 in-depth interviews with employees from customer service, sales, product development, and user experience (UX) departments of a company that designs and develops service robots for healthcare was conducted.

Findings: The key to realizing technology's benefits is focusing on people embracing and implementing change. We propose a change management process that clarifies robot providers' roles to elucidate the actions they may take to implement mobile service robots successfully.

Practical implications: This framework aids healthcare organizations in smoother robot implementation, aligning with user needs. Emphasis on collaboration between healthcare organizations and robot providers and the broader involvement of individuals who hold significant influence over the technology's operation in the workplace follows the required socio-technical approach for technology-driven change.

Navigating meaningful work: Exploring the impact of mobile telepresence robots on healthcare professionals

Read paper

Purpose: This study investigates how mobile telepresence robots (MTRs) intersect with healthcare professionals' agency and organizational structures to shape meaningful work practices. It addresses the broader challenge of integrating robotic technologies into healthcare settings.

Method: A qualitative field study was conducted across a nursing home, two hospitals, and private clinics in southern Spain. Data were collected through 25 interviews, on-site observations, and secondary sources to examine the use and impact of MTRs in everyday healthcare work.

Findings: The study reveals that MTRs simultaneously create opportunities, such as enhancing remote care delivery, and pose challenges, such as reducing face-to-face interactions—thereby generating paradoxical tensions between distance and proximity. A conceptual framework identifies technology appropriation and innovation as key mechanisms that help navigate these tensions. These mechanisms are enabled by organizational structures, including the availability of technical support.

Practical implications: The findings offer practical insights for healthcare organizations aiming to implement robotic technologies in ways that promote meaningful work. Supporting healthcare professionals’ agency and providing robust structural support are key for managing the paradoxes that arise and ensuring thoughtful, sustainable technology integration.

Get in touch

Terms and conditions