Vol. 36 (2026): Volumen 36
Artículos de investigación

Human-machine interaction from sociotechnical theory in the context of the service sector

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  • Sergio Madero Gómez,
  • Oscar Iván Vásquez Rivera
Sergio Madero Gómez Departamento de Gestión y Liderazgo, Tecnologico de Monterrey

Bio
Oscar Iván Vásquez Rivera Universidad Complutense de Madrid

Published 2026-09-09

Copyright (c) 2026 Sergio Madero Gómez, Oscar Iván Vásquez Rivera

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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to Cite

Madero Gómez, S., & Vásquez Rivera, O. I. (2026). Human-machine interaction from sociotechnical theory in the context of the service sector. Acta Universitaria, 36. https://doi.org/10.15174/au.2026.4826

Abstract

This article examines the interaction between humans and digital technologies in the service sector, using the sociotechnical systems theory as an analytical framework. Using a qualitative methodological approach, an analysis of a survey applied to 46 workers was carried out, where three axes are examined: technical adoption, sociotechnical system performance, and human/social perception of the use of technologies such as artificial intelligence and automation. Findings reveal that the impact of technology depends on its alignment with human, cultural, and organizational dynamics. While operational benefits are observed, the study also identifies adaptive tensions —particularly around robotization and generational shifts. The article concludes with recommendations for a more balanced, inclusive, and sustainable digital transformation, including the novel proposal to survey corporate AI systems in future research.

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