Skip to main content
SpringerLink
Log in

Towards a Theory on Process Automation Effects

  • Conference paper
  • First Online:
Business Process Management Forum (BPM 2023)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 490))

Included in the following conference series:

Abstract

Process automation is a crucial strategy for improving business processes, but little attention has been paid to the effects that automation has once it is operational. This paper addresses this research problem by reviewing the literature on human-automation interaction. Although many of the studies in this field have been conducted in different domains, they provide a foundation for developing propositions about process automation effects. Our analysis focuses on how humans perceive automation technology when working within a process, allowing us to propose an effective engagement model between technology, process participants, process managers, and software developers. This paper offers insights and recommendations that can help organizations optimize their use of process automation. We further derive novel research questions for a discourse within the process automation community.

Jan Mendling—The research by Jennifer Haase and Jan Mendling was supported by the Einstein Foundation Berlin under grant EPP-2019-524 and by the German Federal Ministry of Education and Research under grant 16DII133.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 59.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 74.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Balfe, N., Sharples, S., Wilson, J.R.: Understanding is key: an analysis of factors pertaining to trust in a real-world automation system. Hum. Factors 60(4), 477–495 (2018)

    Article  Google Scholar 

  2. Bartlett, M.L., McCarley, J.S.: No effect of cue format on automation dependence in an aided signal detection task. Hum. Factors 61(2), 169–190 (2019)

    Article  Google Scholar 

  3. Brocke, J.v., et al.: Reconstructing the giant: On the importance of rigour in documenting the literature search process (2009)

    Google Scholar 

  4. Collet, C., Petit, C., Champely, S., Dittmar, A.: Assessing workload through physiological measurements in bus drivers using an automated system during docking. Hum. Factors 45(4), 539–548 (2003)

    Article  Google Scholar 

  5. Cooper, H.M.: Organizing knowledge syntheses: a taxonomy of literature reviews. Knowl. soc. 1(1), 104 (1988)

    Google Scholar 

  6. Corbin, J.M., Strauss, A.: Grounded theory research: procedures, canons, and evaluative criteria. Qual. Sociol. 13(1), 3–21 (1990)

    Article  Google Scholar 

  7. Douer, N., Meyer, J.: Judging one’s own or another person’s responsibility in interactions with automation. Hum. Factors 64(2), 359–371 (2022)

    Article  Google Scholar 

  8. Dumas, M., La Rosa, M., Mendling, J., Reijers, H.A.: Fundamentals of Business Process Management, vol. 2. Springer (2018). https://doi.org/10.1007/978-3-662-56509-4

  9. Endsley, M.R.: From here to autonomy: lessons learned from human-automation research. Hum. Factors 59(1), 5–27 (2017)

    Article  Google Scholar 

  10. Eriksson, A., Stanton, N.A.: Driving performance after self-regulated control transitions in highly automated vehicles. Hum. Factors 59(8), 1233–1248 (2017)

    Article  Google Scholar 

  11. Eriksson, A., Stanton, N.A.: Takeover time in highly automated vehicles: noncritical transitions to and from manual control. Hum. Factors 59(4), 689–705 (2017)

    Article  Google Scholar 

  12. Eulerich, M., Waddoups, N., Wagener, M., Wood, D.A.: The Dark Side of Robotic Process Automation (2022). Available at SSRN 4026996

    Google Scholar 

  13. Feigh, K.M., Dorneich, M.C., Hayes, C.C.: Toward a characterization of adaptive systems: a framework for researchers and system designers. Hum. Factors 54(6), 1008–1024 (2012)

    Article  Google Scholar 

  14. Furlough, C., Stokes, T., Gillan, D.J.: Attributing blame to robots: I. the influence of robot autonomy. Hum. Factors 63(4), 592–602 (2021)

    Article  Google Scholar 

  15. Gibbs, G.R.: Thematic coding and categorizing. Analyzing Qual. Data 703, 38–56 (2007)

    Article  Google Scholar 

  16. Gillan, D.J., Wickens, C.D., Hollands, J.G., Carswell, C.M.: Guidelines for presenting quantitative data in HFES publications. Hum. Factors 40(1), 28–41 (1998)

    Article  Google Scholar 

  17. Heymann, M., Degani, A.: Formal analysis and automatic generation of user interfaces: approach, methodology, and an algorithm. Hum. Factors 49(2), 311–330 (2007)

    Article  Google Scholar 

  18. Innes, R.J., Howard, Z.L., Thorpe, A., Eidels, A., Brown, S.D.: The effects of increased visual information on cognitive workload in a helicopter simulator. Hum. Factors 63(5), 788–803 (2021)

    Article  Google Scholar 

  19. Ismatullaev, U.V.U., Kim, S.H.: Review of the factors affecting acceptance of AI-infused systems. Human Factors 00187208211064707 (2022)

    Google Scholar 

  20. Jamieson, G.A., Vicente, K.J.: Designing effective human-automation-plant interfaces: a control-theoretic perspective. Hum. Factors 47(1), 12–34 (2005)

    Article  Google Scholar 

  21. Johnson, A.W., Duda, K.R., Sheridan, T.B., Oman, C.M.: A closed-loop model of operator visual attention, situation awareness, and performance across automation mode transitions. Hum. Factors 59(2), 229–241 (2017)

    Article  Google Scholar 

  22. Kaplan, A.D., Kessler, T.T., Brill, J.C., Hancock, P.: Trust in artificial intelligence: meta-analytic findings. Hum. factors 65(2), 337–359 (2021)

    Article  Google Scholar 

  23. Lee, J.D.: Review of a pivotal human factors article:"humans and automation: use, misuse, disuse, abuse". Hum. Factors 50(3), 404–410 (2008)

    Article  Google Scholar 

  24. Ludacka, F., Duell, J., Waibel, P.: Digital transformation of global accounting at Deutsche Bahn Group: the case of the TIM BPM suite. In: vom Brocke, J., Mendling, J., Rosemann, M. (eds.) Business Process Management Cases Vol. 2, pp. 57–68. Springer, Heidelberg (2021). https://doi.org/10.1007/978-3-662-63047-1_5

    Chapter  Google Scholar 

  25. Lyons, J.B., Vo, T., Wynne, K.T., Mahoney, S., Nam, C.S., Gallimore, D.: Trusting autonomous security robots: the role of reliability and stated social intent. Hum. Factors 63(4), 603–618 (2021)

    Article  Google Scholar 

  26. Madhavan, P., Wiegmann, D.A.: Effects of information source, pedigree, and reliability on operator interaction with decision support systems. Hum. Factors 49(5), 773–785 (2007)

    Article  Google Scholar 

  27. Marek, J., Blümlein, K., Wehking, C.: Process automation at generali CEE holding: a journey to digitalization. In: vom Brocke, J., Mendling, J., Rosemann, M. (eds.) Business Process Management Cases Vol. 2, pp. 19–28. Springer, Heidelberg (2021). https://doi.org/10.1007/978-3-662-63047-1_2

    Chapter  Google Scholar 

  28. Marquez, J.J., Gore, B.F.: Measuring safety and performance in human-automation systems: special issue commentary. Hum. Factors 59(2), 169–171 (2017)

    Article  Google Scholar 

  29. McGuirl, J.M., Sarter, N.B.: Supporting trust calibration and the effective use of decision aids by presenting dynamic system confidence information. Hum. Factors 48(4), 656–665 (2006)

    Article  Google Scholar 

  30. van de Merwe, K., Mallam, S., Nazir, S.: Agent transparency, situation awareness, mental workload, and operator performance: A systematic literature review. Human Factors (2022). https://doi.org/10.1177/00187208221077804

  31. Naikar, N., Sanderson, P.M.: Evaluating design proposals for complex systems with work domain analysis. Hum. Factors 43(4), 529–542 (2001)

    Article  Google Scholar 

  32. Noppen, P., Beerepoot, I., van de Weerd, I., Jonker, M., Reijers, H.A.: How to keep RPA maintainable? In: Fahland, D., Ghidini, C., Becker, J., Dumas, M. (eds.) BPM 2020. LNCS, vol. 12168, pp. 453–470. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-58666-9_26

    Chapter  Google Scholar 

  33. Onnasch, L., Wickens, C.D., Li, H., Manzey, D.: Human performance consequences of stages and levels of automation: an integrated meta-analysis. Hum. Factors 56(3), 476–488 (2014)

    Article  Google Scholar 

  34. Parasuraman, R.: Designing automation for human use: empirical studies and quantitative models. Ergonomics 43(7), 931–951 (2000)

    Article  Google Scholar 

  35. Parasuraman, R., Manzey, D.H.: Complacency and bias in human use of automation: an attentional integration. Hum. Factors 52(3), 381–410 (2010)

    Article  Google Scholar 

  36. Parasuraman, R., Sheridan, T.B., Wickens, C.D.: A model for types and levels of human interaction with automation. IEEE Trans. Syst. Man Cybern. Part A Syst. Hum. 30(3), 286–297 (2000)

    Article  Google Scholar 

  37. Prinzel, L.J., III., Freeman, F.G., Scerbo, M.W., Mikulka, P.J., Pope, A.T.: Effects of a psychophysiological system for adaptive automation on performance, workload, and the event-related potential p300 component. Hum. Factors 45(4), 601–614 (2003)

    Article  Google Scholar 

  38. Sarter, N.B., Woods, D.D.: How in the world did we ever get into that mode? mode error and awareness in supervisory control. Hum. Factors 37(1), 5–19 (1995)

    Article  Google Scholar 

  39. Sebok, A., Wickens, C.D.: Implementing lumberjacks and black swans into model-based tools to support human-automation interaction. Hum. Factors 59(2), 189–203 (2017)

    Article  Google Scholar 

  40. Sheridan, T.B., Parasuraman, R.: Human vs. automation in responding to failures: an expected-value analysis. In: Proceedings of the Human Factors and Ergonomics Society Annual Meeting, vol. 44, pp. 1–4. SAGE Publications Sage CA: Los Angeles (2000)

    Google Scholar 

  41. Skraaning, G., Jamieson, G.A.: Human performance benefits of the automation transparency design principle: validation and variation. Hum. Factors 63(3), 379–401 (2021)

    Article  Google Scholar 

  42. Sylla, C., Drury, C.G., Babu, A.: A human factors design investigation of a computerized layout system of text-graphic technical materials. Hum. Factors 30(3), 347–358 (1988)

    Article  Google Scholar 

  43. Vernon, D., Reising, C., Sanderson, P.M.: Ecological interface design for pasteurizer ii: a process description of semantic mapping. Hum. Factors 44(2), 222–247 (2002)

    Article  Google Scholar 

  44. Vicente, K.J.: Ecological interface design: progress and challenges. Hum. Factors 44(1), 62–78 (2002)

    Article  Google Scholar 

  45. Victor, T.W., Tivesten, E., Gustavsson, P., Johansson, J., Sangberg, F., Ljung Aust, M.: Automation expectation mismatch: incorrect prediction despite eyes on threat and hands on wheel. Hum. Factors 60(8), 1095–1116 (2018)

    Article  Google Scholar 

  46. vom Brocke, J., Mendling, J. (eds.): Business Process Management Cases. MP, Springer, Cham (2018). https://doi.org/10.1007/978-3-319-58307-5

    Book  Google Scholar 

  47. Whang, M.C., Lim, J.S., Boucsein, W.: Preparing computers for affective communication: a psychophysiological concept and preliminary results. Hum. Factors 45(4), 623–634 (2003)

    Article  Google Scholar 

  48. Wickens, C.D., Hollands, J.G., Banbury, S., Parasuraman, R.: Engineering Psychology and Human Performance. Psychology Press (2015)

    Google Scholar 

  49. Wickens, C.D., Li, H., Santamaria, A., Sebok, A., Sarter, N.B.: Stages and levels of automation: an integrated meta-analysis. In: Proceedings of the Human Factors and Ergonomics Society Annual Meeting, vol. 54, pp. 389–393. Sage Publications Sage CA: Los Angeles (2010)

    Google Scholar 

  50. Wickens, C.D., Sebok, A., Li, H., Sarter, N., Gacy, A.M.: Using modeling and simulation to predict operator performance and automation-induced complacency with robotic automation: a case study and empirical validation. Hum. Factors 57(6), 959–975 (2015)

    Article  Google Scholar 

  51. Woods, D.D., Roth, E.M.: Cognitive engineering: human problem solving with tools. Hum. Factors 30(4), 415–430 (1988)

    Article  Google Scholar 

  52. Yang, E., Dorneich, M.C.: Affect-aware adaptive tutoring based on human-automation etiquette strategies. Hum. Factors 60(4), 510–526 (2018)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. SAP, Walldorf, Germany

    Hoang Vu

  2. Kühne Logistics University, Hamburg, Germany

    Henrik Leopold

  3. Hasso Plattner Institute, University of Potsdam, Potsdam, Germany

    Hoang Vu & Henrik Leopold

  4. Humboldt-Universität zu Berlin, Berlin, Germany

    Jennifer Haase & Jan Mendling

  5. Weizenbaum Institute, Berlin, Germany

    Jennifer Haase & Jan Mendling

  6. WU Vienna, Vienna, Austria

    Jan Mendling

Authors
  1. Hoang Vu
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Jennifer Haase
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Henrik Leopold
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Jan Mendling
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Henrik Leopold .

Editor information

Editors and Affiliations

  1. University of Trento, Trento, Italy

    Chiara Di Francescomarino

  2. Technical University of Denmark, Kgs. Lyngby, Denmark

    Andrea Burattin

  3. TU Dortmund University, Dortmund, Germany

    Christian Janiesch

  4. The University of Queensland, Brisbane, QLD, Australia

    Shazia Sadiq

Rights and permissions

Reprints and permissions

Copyright information

© 2023 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Vu, H., Haase, J., Leopold, H., Mendling, J. (2023). Towards a Theory on Process Automation Effects. In: Di Francescomarino, C., Burattin, A., Janiesch, C., Sadiq, S. (eds) Business Process Management Forum. BPM 2023. Lecture Notes in Business Information Processing, vol 490. Springer, Cham. https://doi.org/10.1007/978-3-031-41623-1_17

Download citation

  • DOI: https://doi.org/10.1007/978-3-031-41623-1_17

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-41622-4

  • Online ISBN: 978-3-031-41623-1

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation