With robotics and AI being a top technology trend for the 2020s and the rising introduction of robots in service industries, this project unravels the impact of service robots on employees’ performance. We state that the strength and valence of the relation between service robot-mediated work and front line service workers’ performance depends on technological factors (task characteristics, robot appearance) and organizational factors (work climate, business communication and strategy), while controlling for employee characteristics. Through combining a technological and applied economics angle with an occupational health psychological lens, this multidisciplinary project will uncover when, why and for whom service robot mediated work enhances performance.