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Managing changes in the environment of human–robot interaction and welfare services

Author

Listed:
  • Outi Tuisku

    (Tampere University of Applied Sciences)

  • Satu Parjanen

    (Lappeenranta-Lahti University of Technology LUT)

  • Mirva Hyypiä

    (Lappeenranta-Lahti University of Technology LUT)

  • Satu Pekkarinen

    (Lappeenranta-Lahti University of Technology LUT)

Abstract

The purpose of this study was to investigate decision-makers’ views on changes that robotics will create in welfare services. The purpose was also to discover what the opportunities and challenges are in human–robot interaction during these changes and how to manage these changes. As a research method, an online survey was used. The survey was sent to Finnish decision-makers (N = 184). They were divided into three groups: Techno-positive (n = 66), Techno-neutral (n = 47), and Techno-critical (n = 71). According to the results, more than 80% of the respondents saw that robots can offer support in existing work tasks, and more than 70% saw that the robots can do existing tasks. The most often mentioned challenges were the reduction of interaction and the reduction of human touch. Further, there are various knowledge needs among the respondents. Most of the knowledge needs were not based on the technical use of the robots; rather, they were quite scattered. The results suggest that successful use and implementation of robots in welfare services require a comprehensive plan and change agents. This study suggests that techno-positive people could act as change agents, assisting in implementing the changes. In addition, to manage change in the welfare services it is essential to improve the quality of the information, solve the resistance to change, create organizational awareness, and understanding, and establish a psychological commitment to change the processes.

Suggested Citation

  • Outi Tuisku & Satu Parjanen & Mirva Hyypiä & Satu Pekkarinen, 2024. "Managing changes in the environment of human–robot interaction and welfare services," Information Technology and Management, Springer, vol. 25(1), pages 1-18, March.
    • Handle: RePEc:spr:infotm:v:25:y:2024:i:1:d:10.1007_s10799-023-00393-z
    DOI: 10.1007/s10799-023-00393-z
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    References listed on IDEAS

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    1. Satu Pekkarinen & Outi Tuisku & Lea Hennala & Helinä Melkas, 2020. "Robotics in Finnish welfare services: dynamics in an emerging innovation ecosystem," European Planning Studies, Taylor & Francis Journals, vol. 28(8), pages 1513-1533, August.
    2. Satu Pekkarinen & Helinä Melkas, 2017. "Digitalisation in Health Care and Elderly Care Services: From Potholes to Innovation Opportunities," International Journal of Information Systems and Social Change (IJISSC), IGI Global, vol. 8(1), pages 24-45, January.
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    5. Vuokko Niiranen & Joakim Zitting & Sanna Laulainen, 2019. "Challenges for Management in Implementing Reforms at the Ministry Level and in Health and Social Service Organizations in Finland," Administrative Sciences, MDPI, vol. 9(3), pages 1-10, August.
    6. Subhodeep Mukherjee & Manish Mohan Baral & Chittipaka Venkataiah & Surya Kant Pal & Ramji Nagariya, 2021. "Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(4), pages 445-460, December.
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