Creating human-technology synergies at the organizational frontlines
基于认知评价理论和互补性文献，区分了员工主导、技术主导和共同主导三种人机协作模式，并提出了人机协同形成的三阶段模型，对管理者和研究者理解如何实现人机协同有参考价值。
Advanced technologies, including robotics and artificial intelligence, are radically transforming organizational frontlines. With rapidly expanding agentic abilities, these technologies increasingly collaborate with employees to co-produce the service and achieve superior outcomes, highlighting the importance of creating human-technology (HUMTECH) synergies at the organizational frontlines. However, the characteristics of these synergies and the process by which they emerge remain unclear. Drawing on cognitive appraisal theory and literature on complementarities, this paper offers a comprehensive understanding of HUMTECH synergies. We delineate three distinct modes of human-technology collaboration—employee-led, technology-led, and co-led—that give rise to HUMTECH synergies. Further, we provide a model that uncovers the three-stage process underlying the creation of HUMTECH synergies. Our model outlines how the emergence of HUMTECH synergies requires the a) existence, b) recognition, and c) enactment of complementarities between employees and technology, explicating the role of human and technological readiness, metaknowledge, and various fit appraisals for superior outcomes.