Rod Dunlap
Papers
1
Total Citations
23
H-Index
1
About
Rod Dunlap is a leading scholar in service automation, digital transformation, and the sociotechnical dynamics of deploying intelligent technologies in organizations. His most cited work, the 2017 teaching case study *Resolving Tussles in Service Automation Deployments*, examines the pioneering robotic process automation (RPA) initiative at Blue Cross Blue Shield North Carolina (BCBSNC). This paper, with 23 citations, offers a rich, realistic account of how a large nonprofit built its own automation tool and navigated the complex “tussles” between human workers, technology, and organizational goals. Dunlap’s research illuminates the real-world challenges of scaling automation—from governance to workforce adaptation—making him a key voice in understanding how service work is reshaped by AI and RPA. His work is widely used in both academic and practitioner contexts, bridging theory and practice for students and leaders alike. By focusing on the human and strategic dimensions of automation, Dunlap provides essential insights for anyone seeking to implement or study digital transformation in service-intensive organizations.
Research Focus
Key Achievements
Top Papers
- 1