{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,4]],"date-time":"2026-06-04T22:11:37Z","timestamp":1780611097046,"version":"3.54.1"},"reference-count":109,"publisher":"SAGE Publications","issue":"4","license":[{"start":{"date-parts":[[2023,2,24]],"date-time":"2023-02-24T00:00:00Z","timestamp":1677196800000},"content-version":"unspecified","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by-nc\/4.0\/"},{"start":{"date-parts":[[2023,2,24]],"date-time":"2023-02-24T00:00:00Z","timestamp":1677196800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/journals.sagepub.com\/page\/policies\/text-and-data-mining-license"}],"funder":[{"name":"Faculty of Business, Economics and Law, Auckland University of Technology Internal Contestable Fund"}],"content-domain":{"domain":["journals.sagepub.com"],"crossmark-restriction":true},"short-container-title":["Journal of Information Technology"],"published-print":{"date-parts":[[2023,12]]},"abstract":"<jats:p>Robotic process automation (RPA) is often used in organisational digitalisation efforts to automate work processes. RPA, and the software robots at its heart, is an equivocal and contentious technology. Adopting the products of theorising approach, this study views metaphors as central sensemaking and sensegiving devices that shape the interpretation of RPA among stakeholders towards a preferred reality of ways of seeing and experiencing software robots. The empirical materials are drawn from research in three Australasian organisations that have implemented RPA. Grounding our analysis in the domains-interaction model, we identified three root metaphors: person, robot and tool, their constitutive conceptual metaphors, and intended use as heuristics devices. Our findings show that metaphor is a powerful device that employees rely on to make sense of their experiences with a new digital technology that can potentially shape their roles, work practices and job design. In addition, managers and automation team members intentionally leverage metaphors to shape others\u2019 perceptions of a software robot\u2019s capabilities and limitations, its implication for human work and its expanding benefits for organisations over time, among others. Metaphor as a precursor to more formal theory provides scholars with a vocabulary to understand disparate experiences with an emergent automation technology that can be further developed to generate a theory of seeing automation and working with automated agents.<\/jats:p>","DOI":"10.1177\/02683962231157426","type":"journal-article","created":{"date-parts":[[2023,1,30]],"date-time":"2023-01-30T23:24:04Z","timestamp":1675121044000},"page":"416-441","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":18,"title":["When Harry, the human, met Sally, the software robot: Metaphorical sensemaking and sensegiving around an emergent digital technology"],"prefix":"10.1177","volume":"38","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-4942-0802","authenticated-orcid":false,"given":"Angsana A","family":"Techatassanasoontorn","sequence":"first","affiliation":[{"name":"Auckland University of Technology"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2975-4135","authenticated-orcid":false,"given":"Lena","family":"Waizenegger","sequence":"additional","affiliation":[{"name":"Auckland University of Technology"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6241-8398","authenticated-orcid":false,"given":"Bill","family":"Doolin","sequence":"additional","affiliation":[{"name":"Auckland University of Technology"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"179","published-online":{"date-parts":[[2023,2,24]]},"reference":[{"key":"e_1_3_3_2_1","doi-asserted-by":"publisher","DOI":"10.1086\/518544"},{"key":"e_1_3_3_3_1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-66963-2_7"},{"key":"e_1_3_3_4_1","doi-asserted-by":"publisher","DOI":"10.1515\/picbe-2017-0072"},{"key":"e_1_3_3_5_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2021.101662"},{"key":"e_1_3_3_6_1","doi-asserted-by":"publisher","DOI":"10.1177\/0170840609334952"},{"key":"e_1_3_3_7_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jsis.2020.101618"},{"key":"e_1_3_3_8_1","doi-asserted-by":"publisher","unstructured":"Boraita F Henry J Collard AS (2020) Developing a critical robot literacy for young people from conceptual metaphors analysis. In: IEEE Frontiers in Education Conference (FIE) Uppsala Sweden 21\u201324 October 2020 pp. 1\u20137. DOI: 10.1109\/FIE44824.2020.9273959.","DOI":"10.1109\/FIE44824.2020.9273959"},{"key":"e_1_3_3_9_1","doi-asserted-by":"publisher","DOI":"10.5465\/amr.2009.0213"},{"key":"e_1_3_3_10_1","doi-asserted-by":"publisher","DOI":"10.1075\/arcl.5.06cam"},{"key":"e_1_3_3_11_1","doi-asserted-by":"publisher","DOI":"10.1017\/CBO9780511816802.013"},{"key":"e_1_3_3_12_1","doi-asserted-by":"publisher","DOI":"10.1080\/10926488.2018.1481257"},{"key":"e_1_3_3_13_1","doi-asserted-by":"publisher","DOI":"10.5465\/amr.2005.18378876"},{"key":"e_1_3_3_14_1","doi-asserted-by":"publisher","DOI":"10.1177\/0170840611425729"},{"key":"e_1_3_3_15_1","doi-asserted-by":"publisher","DOI":"10.1177\/0170840608090533"},{"key":"e_1_3_3_16_1","doi-asserted-by":"publisher","DOI":"10.1177\/0170840607086634"},{"key":"e_1_3_3_17_1","unstructured":"Denagama Vitharanage IM Bandara W Syed R et al. (2020) An empirically supported conceptualisation of robotic process automation (RPA) benefits. In: ECIS 2020 Proceedings Marrakech Morocco 15\u201317 June 2020. Research-in-Progress Papers 58. Available at: https:\/\/aisel.aisnet.org\/ecis2020_rip\/58"},{"key":"e_1_3_3_18_1","doi-asserted-by":"publisher","DOI":"10.1177\/0963947010395522"},{"key":"e_1_3_3_19_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.infoandorg.2021.100352"},{"key":"e_1_3_3_20_1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-44999-5_10"},{"key":"e_1_3_3_21_1","doi-asserted-by":"publisher","DOI":"10.1007\/s12525-021-00519-7"},{"key":"e_1_3_3_22_1","doi-asserted-by":"publisher","DOI":"10.1037\/0033-295X.114.4.864"},{"key":"e_1_3_3_23_1","doi-asserted-by":"publisher","DOI":"10.1207\/s15327868ms0204_2"},{"key":"e_1_3_3_24_1","doi-asserted-by":"publisher","DOI":"10.1145\/3001896"},{"key":"e_1_3_3_25_1","doi-asserted-by":"publisher","DOI":"10.1016\/s0364-0213(99)80038-x"},{"key":"e_1_3_3_26_1","volume-title":"The Way We Think: Conceptual Blending and the Mind\u2019s Hidden Complexities","author":"Fauconnier G","year":"2002","unstructured":"Fauconnier G, Turner M (2002) The Way We Think: Conceptual Blending and the Mind\u2019s Hidden Complexities. New York, NY: Basic Books."},{"key":"e_1_3_3_27_1","first-page":"207","volume-title":"Organizational Symbolism","author":"Frost PJ","year":"1983","unstructured":"Frost PJ, Morgan G (1983) Symbols and sensemaking: the realization of a framework. In: Pondy LR, Frost PJ, Morgan G, et al. (eds) Organizational Symbolism. Stamford, CT: JAI Press, 207\u2013236."},{"key":"e_1_3_3_28_1","doi-asserted-by":"publisher","DOI":"10.4172\/2168-9695.1000124"},{"key":"e_1_3_3_29_1","doi-asserted-by":"publisher","DOI":"10.1002\/smj.4250120604"},{"key":"e_1_3_3_30_1","doi-asserted-by":"publisher","DOI":"10.1287\/orsc.5.3.363"},{"key":"e_1_3_3_31_1","doi-asserted-by":"publisher","DOI":"10.1037\/0033-295x.97.1.3"},{"key":"e_1_3_3_32_1","doi-asserted-by":"publisher","DOI":"10.5465\/amr.1999.2202132"},{"key":"e_1_3_3_33_1","unstructured":"G\u00fcner EO Han S Juell-Skielse G (2020) Robotic process automation as routine capability: a literature review. In: ECIS 2020 Proceedings Marrakech Morocco 15\u201317 June 2020. Research Papers 153. Available at: https:\/\/aisel.aisnet.org\/ecis2020_rp\/153"},{"key":"e_1_3_3_34_1","doi-asserted-by":"publisher","DOI":"10.1093\/oso\/9780195069013.001.0001"},{"issue":"1","key":"e_1_3_3_35_1","first-page":"41","article-title":"How OpusCapita used RPA internal capabilities to offer services to clients","volume":"17","author":"Hallikainen P","year":"2018","unstructured":"Hallikainen P, Bekkhus R, Pan SL (2018) How OpusCapita used RPA internal capabilities to offer services to clients. MIS Quarterly Executive 17(1): 41\u201352.","journal-title":"MIS Quarterly Executive"},{"key":"e_1_3_3_36_1","doi-asserted-by":"publisher","DOI":"10.17705\/1jais.00730"},{"key":"e_1_3_3_37_1","doi-asserted-by":"publisher","DOI":"10.1177\/0268396219832004"},{"key":"e_1_3_3_38_1","volume-title":"Introduction to the Journal of Information Technology\u2019s Special Issue on Products of Theorizing: Towards Native Theories of Emerging Information Technology","author":"Hassan NR","year":"2021","unstructured":"Hassan NR, Willcocks L, Rivard S, et al. (2021) Introduction to the Journal of Information Technology\u2019s Special Issue on Products of Theorizing: Towards Native Theories of Emerging Information Technology. Available at: https:\/\/drive.google.com\/file\/d\/1JEiENIg25RtBPYqzoucc3-uTrNT2Wl1M\/view"},{"key":"e_1_3_3_39_1","doi-asserted-by":"publisher","DOI":"10.1111\/isj.12133"},{"key":"e_1_3_3_40_1","doi-asserted-by":"publisher","DOI":"10.1177\/0163443720916412"},{"key":"e_1_3_3_41_1","volume-title":"Blue Prism CEO: We Developed the RPA Platform Digital Exchange to Free the Makers to Innovate","author":"High P","year":"2019","unstructured":"High P (2019, June 3). Blue Prism CEO: We Developed the RPA Platform Digital Exchange to Free the Makers to Innovate. Jersey City, NJ: Forbes. Available at: https:\/\/www.forbes.com\/sites\/peterhigh\/2019\/06\/03\/blue-prism-ceo-we-developed-the-rpa-platform-digital-exchange-to-free-the-makers-to-innovate\/"},{"key":"e_1_3_3_42_1","doi-asserted-by":"publisher","DOI":"10.1287\/isre.2.1.29"},{"key":"e_1_3_3_43_1","article-title":"AI interns: software already taking jobs from humans","author":"Hodson H","year":"2015","unstructured":"Hodson H (2015, March 31). AI interns: software already taking jobs from humans. New Scientist. Available at: https:\/\/www.newscientist.com\/article\/mg22630151-700-ai-interns-software-already-taking-jobs-from-humans\/","journal-title":"New Scientist"},{"key":"e_1_3_3_44_1","doi-asserted-by":"publisher","DOI":"10.1007\/s12525-019-00365-8"},{"key":"e_1_3_3_45_1","article-title":"Automation with intelligence - pursuing organisation-wide reimagination","author":"Horton R","year":"2020","unstructured":"Horton R, Watson J, Schaefer G, et al. (2020, November 25) Automation with intelligence - pursuing organisation-wide reimagination. Deloitte Insights. Available at: https:\/\/www2.deloitte.com\/uk\/en\/insights\/focus\/technology-and-the-future-of-work\/intelligent-automation-2020-survey-results.html?id=gx:2el:3pr:4diNSE73699:5awa:6di:MMDDYY:&pkid=1007254","journal-title":"Deloitte Insights"},{"key":"e_1_3_3_46_1","volume-title":"IEEE Guide for Terms and Concepts in Intelligent Process Automation","author":"IEEE Corporate Advisory Group","year":"2017","unstructured":"IEEE Corporate Advisory Group (2017) IEEE Guide for Terms and Concepts in Intelligent Process Automation."},{"key":"e_1_3_3_47_1","doi-asserted-by":"publisher","DOI":"10.1177\/1350508402009002908"},{"key":"e_1_3_3_48_1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-30429-4_19"},{"key":"e_1_3_3_49_1","doi-asserted-by":"publisher","DOI":"10.17705\/1cais.04904"},{"key":"e_1_3_3_50_1","doi-asserted-by":"publisher","DOI":"10.2307\/249799"},{"key":"e_1_3_3_51_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.infoandorg.2021.100377"},{"key":"e_1_3_3_52_1","doi-asserted-by":"publisher","DOI":"10.4324\/9780203642368"},{"key":"e_1_3_3_53_1","first-page":"1","volume-title":"Robotic Process Automation-Robots Conquer Business Processes in Back Offices","author":"Kroll C","year":"2016","unstructured":"Kroll C, Bujak A, Darius V, et al. (2016) Robotic Process Automation-Robots Conquer Business Processes in Back Offices. Capgemini Consulting, pp. 1\u201348."},{"key":"e_1_3_3_54_1","volume-title":"How Covid-19 Has Pushed Companies Over the Technology Tipping Point\u2014And Transformed Business Forever","author":"LaBerge L","year":"2020","unstructured":"LaBerge L, Clayton OT, Schneider J, et al. (2020) How Covid-19 Has Pushed Companies Over the Technology Tipping Point\u2014And Transformed Business Forever. McKinsey. Available at: https:\/\/www.mckinsey.com\/business-functions\/strategy-and-corporate-finance\/our-insights\/how-covid-19-has-pushed-companies-over-the-technology-tipping-point-and-transformed-business-forever"},{"issue":"1","key":"e_1_3_3_55_1","first-page":"21","article-title":"Robotic process automation at Telef\u00f3nica O2","volume":"15","author":"Lacity M","year":"2016","unstructured":"Lacity M, Willcocks L (2016a) Robotic process automation at Telef\u00f3nica O2. MIS Quarterly Executive 15(1): 21\u201335.","journal-title":"MIS Quarterly Executive"},{"key":"e_1_3_3_56_1","doi-asserted-by":"crossref","unstructured":"Lacity M Willcocks L (2016b) Robotic process automation: the next transformation lever for shared services. The Outsourcing Unit Working Research Paper Series. pp. 1\u201335.","DOI":"10.1057\/s41266-016-0016-9"},{"issue":"1","key":"e_1_3_3_57_1","first-page":"1","article-title":"A new approach to automating services","volume":"58","author":"Lacity M","year":"2017","unstructured":"Lacity M, Willcocks LP (2017) A new approach to automating services. MIT Sloan Management Review 58(1): 1\u201316.","journal-title":"MIT Sloan Management Review"},{"key":"e_1_3_3_58_1","doi-asserted-by":"publisher","DOI":"10.17705\/2msqe.00047"},{"key":"e_1_3_3_59_1","volume-title":"Metaphors We Live by","author":"Lakoff G","year":"1980","unstructured":"Lakoff G, Johnson M (1980) Metaphors We Live by. Chicago, IL: University of Chicago Press."},{"key":"e_1_3_3_60_1","first-page":"207","volume-title":"Human Values and the Design of Computer Technology","author":"Laurel B","year":"1997","unstructured":"Laurel B (1997) Interface agents: metaphors with character. In: Friedman B (ed) Human Values and the Design of Computer Technology. Stanford, CA: CSLI Publications, 207\u2013219."},{"key":"e_1_3_3_61_1","first-page":"63","volume-title":"Socialbots and Their Friends: Digital Media and the Automation of Sociality","author":"Latzko-Toth G","year":"2017","unstructured":"Latzko-Toth G (2017) The socialization of early Internet bots: IRC and the ecology of human-robot interactions online. In: Gehl R, Bakardjieva M (eds) Socialbots and Their Friends: Digital Media and the Automation of Sociality. London, UK: Routledge, 63\u201384."},{"key":"e_1_3_3_62_1","doi-asserted-by":"publisher","unstructured":"Lebeuf C Zagalsky A Foucault M et al. (2019) Defining and classifying software bots: a faceted taxonomy. In: 2019 IEEE\/ACM 1st International Workshop on Bots in Software Engineering (BotSE) Montreal Canada 28 May 2019 pp. 1\u20136. DOI: 10.1109\/BotSE.2019.00008.","DOI":"10.1109\/BotSE.2019.00008"},{"key":"e_1_3_3_63_1","doi-asserted-by":"publisher","DOI":"10.1007\/s12599-020-00641-4"},{"key":"e_1_3_3_64_1","doi-asserted-by":"publisher","DOI":"10.1080\/0960085X.2020.1841574"},{"key":"e_1_3_3_65_1","doi-asserted-by":"publisher","DOI":"10.2307\/25148777"},{"key":"e_1_3_3_66_1","doi-asserted-by":"publisher","DOI":"10.25300\/misq\/2019\/13799"},{"key":"e_1_3_3_67_1","volume-title":"Robot","author":"Moravec HP","year":"2021","unstructured":"Moravec HP (2021) Robot. Encyclopedia Britannica. Available at: https:\/\/www.britannica.com\/technology\/robot-technology"},{"key":"e_1_3_3_68_1","doi-asserted-by":"publisher","DOI":"10.2307\/2392283"},{"key":"e_1_3_3_69_1","doi-asserted-by":"publisher","DOI":"10.2307\/2393011"},{"key":"e_1_3_3_70_1","volume-title":"Images of Organization","author":"Morgan G","year":"1986","unstructured":"Morgan G (1986) Images of Organization. Thousand Oaks, CA: Sage."},{"key":"e_1_3_3_71_1","doi-asserted-by":"publisher","DOI":"10.5465\/amr.2019.0186"},{"key":"e_1_3_3_72_1","doi-asserted-by":"publisher","DOI":"10.1057\/jit.1998.2"},{"key":"e_1_3_3_73_1","doi-asserted-by":"publisher","DOI":"10.1002\/1099-1174(200012)9:4<237::AID-ISAF192>3.0.CO;2-R"},{"key":"e_1_3_3_74_1","doi-asserted-by":"publisher","DOI":"10.1145\/196734.196745"},{"key":"e_1_3_3_75_1","doi-asserted-by":"publisher","DOI":"10.1287\/isre.12.2.121.9700"},{"key":"e_1_3_3_76_1","doi-asserted-by":"publisher","DOI":"10.1111\/edth.1975.25.issue-1"},{"key":"e_1_3_3_77_1","doi-asserted-by":"publisher","DOI":"10.5465\/amr.2002.6588045"},{"key":"e_1_3_3_78_1","first-page":"68","volume-title":"The Oxford Handbook of Identities in Organizations","author":"Oswick R","year":"2020","unstructured":"Oswick R, Oswick C (2020) Identity work: a metaphor taken literally? In: Brown AD (ed) The Oxford Handbook of Identities in Organizations. Oxford, UK: Oxford University Press, 68\u201383."},{"key":"e_1_3_3_79_1","doi-asserted-by":"publisher","DOI":"10.5465\/amr.1996.9702100312"},{"key":"e_1_3_3_80_1","doi-asserted-by":"publisher","DOI":"10.1145\/1121112.1121113"},{"key":"e_1_3_3_81_1","doi-asserted-by":"publisher","DOI":"10.5465\/amr.2018.0072"},{"key":"e_1_3_3_82_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2019.05.004"},{"key":"e_1_3_3_83_1","doi-asserted-by":"publisher","DOI":"10.1177\/0268396220923677"},{"key":"e_1_3_3_84_1","doi-asserted-by":"publisher","DOI":"10.1177\/001872678904200601"},{"key":"e_1_3_3_85_1","doi-asserted-by":"publisher","DOI":"10.1108\/bpmj-12-2018-0380"},{"key":"e_1_3_3_86_1","doi-asserted-by":"publisher","DOI":"10.1017\/CBO9781139173865.011"},{"key":"e_1_3_3_87_1","doi-asserted-by":"publisher","DOI":"10.2307\/4132331"},{"key":"e_1_3_3_88_1","doi-asserted-by":"publisher","DOI":"10.1016\/S1471-7727(00)00003-8"},{"key":"e_1_3_3_89_1","doi-asserted-by":"publisher","DOI":"10.1177\/1056492607310927"},{"key":"e_1_3_3_90_1","unstructured":"Seiffer A Gnewuch U Maedche A (2021) Understanding employee responses to software robots: a systematic literature review. In: ICIS 2021 Proceedings Austin TX 20\u201324 Sepetember 2021. Available at: https:\/\/aisel.aisnet.org\/icis2021\/is_future_work\/is_future_work\/5"},{"key":"e_1_3_3_91_1","doi-asserted-by":"publisher","DOI":"10.1080\/03637758709390239"},{"key":"e_1_3_3_92_1","unstructured":"Staaby A Hansen K Gronli T (2021) Automation of routine work: a case study of employees\u2019 experiences of work meaningfulness. In: Proceedings of the 54th Hawaii International Conference on System Sciences Maui HI 5 January 2021 pp. 156\u2013165. Available at: https:\/\/aisel.aisnet.org\/hicss-54\/cl\/ai_and_future_work\/4\/"},{"key":"e_1_3_3_93_1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-70305-3_5"},{"key":"e_1_3_3_94_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.compind.2019.103162"},{"key":"e_1_3_3_95_1","unstructured":"ThinkAutomation (n.d.) The new buzzword: what is robotic process automation? Available at: https:\/\/www.thinkautomation.com\/eli5\/the-new-buzzword-what-is-robotic-process-automation\/"},{"key":"e_1_3_3_96_1","doi-asserted-by":"publisher","DOI":"10.1177\/017084069301400301"},{"key":"e_1_3_3_97_1","unstructured":"van de Weerd I Nieuwenhuijs B Bex F et al. (2021) Using AI to augment RPA: a conceptual framework. In: ECIS 2021 Proceedings Marrakech Morocco 16 June 2021. Research Papers 129. Available at: https:\/\/aisel.aisnet.org\/ecis2021_rp\/129"},{"key":"e_1_3_3_98_1","doi-asserted-by":"publisher","DOI":"10.1007\/s12599-018-0542-4"},{"key":"e_1_3_3_99_1","doi-asserted-by":"publisher","DOI":"10.3127\/ajis.v26i0.3833"},{"key":"e_1_3_3_100_1","doi-asserted-by":"publisher","DOI":"10.1057\/palgrave.ejis.3000589"},{"key":"e_1_3_3_101_1","doi-asserted-by":"publisher","DOI":"10.1177\/1745691610369"},{"key":"e_1_3_3_102_1","doi-asserted-by":"publisher","DOI":"10.2307\/2393789"},{"key":"e_1_3_3_103_1","volume-title":"Sensemaking in Organizations","author":"Weick KE","year":"1995","unstructured":"Weick KE (1995b) Sensemaking in Organizations. Thousand Oaks, CA: Sage."},{"key":"e_1_3_3_104_1","first-page":"789","volume-title":"Technology, Organizations and Innovation (Volume 2): Theories, Concepts and Paradigms","author":"Weick KE","year":"2000","unstructured":"Weick KE (2000) Technology as equivoque: sensemaking in new technologies. In: Preece D, McLoughlin I, Dawson P (eds) Technology, Organizations and Innovation (Volume 2): Theories, Concepts and Paradigms. London, UK: Routledge, 789\u2013819."},{"key":"e_1_3_3_105_1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-58779-6_14"},{"key":"e_1_3_3_106_1","doi-asserted-by":"publisher","DOI":"10.17705\/1jais.00655"},{"key":"e_1_3_3_107_1","article-title":"Is it time to retire the word \u2018robot\u2019","author":"Willcocks L","year":"2020","unstructured":"Willcocks L (2020a) Is it time to retire the word \u2018robot\u2019. LSE Business Review. Available at: https:\/\/blogs.lse.ac.uk\/businessreview\/2020\/02\/11\/is-it-time-to-retire-the-word-robot\/","journal-title":"LSE Business Review"},{"key":"e_1_3_3_108_1","doi-asserted-by":"publisher","DOI":"10.1177\/0268396220925830"},{"key":"e_1_3_3_109_1","volume-title":"Service Automation Robots and the Future of Work","author":"Willcocks LP","year":"2016","unstructured":"Willcocks LP, Lacity M (2016) Service Automation Robots and the Future of Work. Ashford, UK: SB Publishing."},{"key":"e_1_3_3_110_1","unstructured":"Willcocks LP Lacity M Craig A (2015) The IT function and robotic process automation. LSE Outsourcing Unit Working Research Paper 15\/05. Available at: https:\/\/eprints.lse.ac.uk\/64519\/1\/OUWRPS_15_05_published.pdf"}],"container-title":["Journal of Information Technology"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/02683962231157426","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/full-xml\/10.1177\/02683962231157426","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/02683962231157426","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,1,6]],"date-time":"2026-01-06T00:28:13Z","timestamp":1767659293000},"score":1,"resource":{"primary":{"URL":"https:\/\/journals.sagepub.com\/doi\/10.1177\/02683962231157426"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,2,24]]},"references-count":109,"journal-issue":{"issue":"4","published-print":{"date-parts":[[2023,12]]}},"alternative-id":["10.1177\/02683962231157426"],"URL":"https:\/\/doi.org\/10.1177\/02683962231157426","relation":{},"ISSN":["0268-3962","1466-4437"],"issn-type":[{"value":"0268-3962","type":"print"},{"value":"1466-4437","type":"electronic"}],"subject":[],"published":{"date-parts":[[2023,2,24]]}}}