Seminar im Dienstleistungsmanagement: The Role of AI Communication Style in Human-AI Collaboration

Course Content: In the winter semester of 2025/26, the Seminar im Dienstleistungsmanagement (Engl: Applied Service Research Seminar) will thematically address the topic of the “Role of AI Communication Style in Human-AI Collaboration”

• Topic: As large language models (LLMs) such as ChatGPT or Co-Pilot become central to knowledge-intensive work, designing effective human–AI collaboration for service delivery is a pressing research area and managerial challenge. This master’s research seminar investigates how an AI’s communication style impacts individual (e.g., employee well-being) and task-related outcomes (e.g., work quality and speed). Drawing on social agency theory and the computers are social actors paradigm as well as prior empirical insights from literature, the seminar addresses an important and interesting research gap: what role does AI systems communication style play to foster productive and satisfying collaboration with employees?​
• Empirical Study: The seminar combines theory-driven input sessions with a hands-on empirical project. Students will work individually or in small groups (depending on the number of participants) to conduct a mixed-method empirical study with a newly developed chatbot that can exhibit varying communication styles provided by the chair. In the study, students will collect and analyze video-based observations in which employees collaborate with an AI systems under different communication conditions. Participants’ experiences will be analyzed through the recorded collaborations and subsequent in-depth interviews and a follow-up survey. ​

Teaching Mode and Assessment: The seminar runs throughout the semester and includes input sessions (Thursday afternoons starting 4 pm) and consulting meetings (Thursday afternoons or on extra timeslots when needed). Assessment is based on a paper presentation, a final presentation, and a seminar paper  (please note: assessment is open to changes but a seminar paper and at least one presentation will be required).​

Benefits of joining the seminar: ​

• Insights into a cutting edge and practical relevant topic: Students gain firsthand research experience at the intersection of AI, service management, and information system design which is an area of high academic and practical relevance.​
• Improving scientific skills: Students engage in original research design, data collection, and analysis. In doing so, they develop skills in developing a research project as well as scientific writing and presentation–a perfect preparation for the Master thesis.​
• Project management and collaboration skills: By working in small teams and managing their own research project, students improve their collaboration and project management skills. ​

Language: English

Course Responsibility: Dr. Marah Blaurock

Please note: 

• The seminar has limited availability.
• The course will be offered only if there are at least 5 participants.
• Application is through registration on KU-Campus  (first come, first served).
• Binding registration on KU-Campus is possible from: September, 22 2025, 6pm.