Research Information System
IEEE Transactions on Engineering Management, vol.71, pp.14500-14511, 2024 (SCI-Expanded, SSCI, Scopus)
The application of social service robots in organisational contexts may be perceived negatively or positively, shaping varying forms of intra-role identities. Positive perceptions and attitudes are mostly referred to the concept of technophilia, a strong enthusiasm for new technologies. In contrast, negative perceptions are explained by the concept of technophobia, the fear or aversion to technology. There is a limited understanding of how both technophilia and technophobia traits can together cause paradoxical tensions in a role, making opposing sides of the role salient. This study aims to unpack the theoretical grounds of technophilia and technophobia traits by identifying intra-role paradoxical tensions. Identifying these tensions can offer a well-adjusted explanation of how contradictions within a role evolve and persist in times of using technologies. We applied a grounded theory methodology (GTM) to generating and conceptualising data to eventually help the emergence of concepts that shape the technophilia-technophobia spectrum. We identified and conceptualised three intra-role identity paradoxical tensions: (1) caring identity - controlling identity, (2) technology leadership identity - technology followership identity, and (3) autonomous identity - coercive identity. These paradoxical tensions reveal why employees uphold both technophilia-technophobia traits simultaneously when using social service robots. We also articulated the coping strategies that employees maintain to strike a balance between opposing identities.