The role of social support in human-automation interaction

Sauer, Juergen; Sonderegger, Andreas; Semmer, Norbert K. (2024). The role of social support in human-automation interaction Ergonomics, 67(6), pp. 732-743. Taylor & Francis 10.1080/00140139.2024.2314580

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This theoretical article examines the concept of social support in the context of human-automation interaction, outlining several critical issues. We identified several factors that we expect to influence the consequences of social support and to what extent it is perceived as appropriate (e.g. provider possibilities, recipient expectations), notably regarding potential threats to self-esteem. We emphasise the importance of performance (including extra-role performance) as a potential outcome, whereas previous research has primarily concentrated on health and well-being. We discuss to what extent automation may provide different types of social support (e.g. emotional, instrumental), and how it differs from human support. Finally, we propose a taxonomy of automated support, arguing that source of support is not a binary concept. We conclude that more empirical work is needed to examine the multiple effects of social support for core performance indicators and extra-role performance and emphasise that there are ethical questions involved.

Item Type:	Journal Article (Original Article)
Division/Institute:	Business School > Institute for New Work Business School > Institute for New Work > Achtsamkeit und Positive Leadership Business School
Name:	Sauer, Juergen; Sonderegger, Andreas0000-0003-0054-0544 and Semmer, Norbert K.
ISSN:	0014-0139
Publisher:	Taylor & Francis
Language:	English
Submitter:	Andreas Sonderegger
Date Deposited:	29 Feb 2024 08:35
Last Modified:	26 May 2024 01:38
Publisher DOI:	10.1080/00140139.2024.2314580
Uncontrolled Keywords:	Social support; automation; human-machine interaction; performance; extra-role performance
ARBOR DOI:	10.24451/arbor.21315
URI:	https://arbor.bfh.ch/id/eprint/21315