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dc.contributor.advisorWaizenegger, Lena
dc.contributor.advisorCooper-Thomas, Helena
dc.contributor.authorUgale, Arlene
dc.date.accessioned2020-01-06T20:45:11Z
dc.date.available2020-01-06T20:45:11Z
dc.date.copyright2020
dc.identifier.urihttp://hdl.handle.net/10292/13076
dc.description.abstractMany organisations are implementing conversational agents (CAs) such as chatbots and virtual assistants to perform customer service functions due to the technology’s cost-effectiveness and ease of use for customers. The literature offers two opposing views regarding the effects of CAs on the future of the human workforce. This research explores these opposing views and investigates the effects of CAs from the employee’s perspective. Therefore, my research questions focus on the effects of CAs on the (1) work practices of customer service employees and (2) job satisfaction and job security of customer service employees. Applying a qualitative research approach, the study shows that the actualisation of the technology affordances of CAs changes the work practices of customer service employees. The study finds a relationship between the work practices and job satisfaction (and job security) of customer service employees by implementing the Job Characteristics Model (JCM). These relationships suggest that the implementation of CAs is positively associated with customer service employees’ job satisfaction and security. This is illustrated through a proposed extension to the JCM. The discussion of the findings provides theoretical and practical contributions, limitations and suggestions for future research.en_NZ
dc.language.isoenen_NZ
dc.publisherAuckland University of Technology
dc.subjectConversational agentsen_NZ
dc.subjectTechnology affordancesen_NZ
dc.subjectWork practicesen_NZ
dc.subjectJob satisfactionen_NZ
dc.subjectJob securityen_NZ
dc.titleImpact of Conversational Agents on Customer Service Employeesen_NZ
dc.typeDissertationen_NZ
thesis.degree.grantorAuckland University of Technology
thesis.degree.levelMasters Dissertations
thesis.degree.nameMaster of Businessen_NZ
dc.rights.accessrightsOpenAccess
dc.date.updated2020-01-05T22:20:36Z


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