Robotizing shared service centres: key challenges and outcomes

• Type: Article in International Scientific Journal
• Date: 2021

Authors

Figueiredo, Alcídio Silva (Author) Other; Luisa Helena Pinto (Author) FEP

Journal

Title: Journal of Service Theory and Practice

Vol. 31 No. 1

Pages: 157-178

ISSN: 2055-6225

Publisher: Emerald

Indexing

ISI Web of Knowledge - 19 Citations

Scopus - 28 Citations

Other information

Authenticus ID: P-00T-5YR

DOI: 10.1108/jstp-06-2020-0126

Abstract (EN): Purpose The introduction of robotic process automation (RPA) in shared service centres (SSCs) can hardly be overlooked. This article, therefore, draws on the institutional theory to widen the understanding of its implementation and outcomes regarding people management. Drawing on the lens of the institutional theory and the literature on SSCs and RPA, this study addresses the key challenges and outcomes of robotization. Design/methodology/approach The study follows a qualitative approach and a purposeful sampling design that collected data from six major SSCs) introducing robotization. Data were collected from semi-structured interviews with service representatives, including RPA project managers. A thematic content analysis was used. Findings The introduction of robotics follows mechanisms of coercive, normative and mimetic isomorphism and is effectively replacing workers. So far, this process has been managed through a few reactive people management practices, such as earlier retirements, internal mobility and outsourcing reduction, which warns of future tensions. The findings also show the emergence of new jobs, such as robot developers and robot managers. Originality/value The paper contributes to the limited empirical body of research in RPA in SSCs. The study is novel as it is one of the first offering an implementation roadmap for other SSCs and illustrates the positive impact on processes redesign. It also provides empirical evidence on the debate about the potential for service workers' replacement versus tasks augmentation. In the longer term, this study opens new research avenues related to the tensions and contradictions from the progressive institutionalization of robotization in service organizations.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 22