Automating Motivation: A Workplace Analysis of Service Technicians and the Motivational Impact of Automated Assistance

  • Katja GutscheEmail author
  • Jennifer Griffith
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 10371)


Like every industrial sector, the service sector will likely experience a digital transformation. The blending of technology with the service sector will have an enormous effect on business processes and the service staff. Despite expected changes and the relevance of well-performing service staff, research on the effects of smart service devices on the worker motivation and service excellence is missing. This paper outlines research-in-progress whose aim is to outline the consequences on worker motivation caused by an increase of assistance through smart service devices. Our starting point is the analysis of the current workplace of maintenance technicians. Further work will test causal relationships between automated assistance and motivation as a function of work design.


Service operation Human-centered service processes Smart service devices Workplace analysis Services in industry 4.0 


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Copyright information

© Springer International Publishing AG 2017

Authors and Affiliations

  1. 1.Furtwangen UniversityFurtwangenGermany
  2. 2.University of New HampshireDurhamUSA

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