Human performance as an asset value creator: An automated service impact model

Academic Article


  • The options of service operations automation are constantly increasing. No doubt, this will have an effect on the industrial service operation quality and the value productive assets. Following the path of service digitalization asks service managers to design a change process matching the employees needs to best assure their human performance and a high job outcome. This paper outlines the general findings from human-automation research, job performance and service operations designing a work frame for successful automated service operations.
  • Authors

  • Gutsche, Katja
  • Griffith, Jennifer