Linking artificial intelligence to service sabotage

ABSTRACT

The widespread use of artificial intelligence (AI) technology in the service industry has made the conflict between service robots and frontline employees a hot topic. While research shows that the adoption of service robots may have a negative impact on employees’ psychology and behavior, little is known about its effects on frontline employee’ service sabotage. The current study explores the influencing mechanism of service sabotage in the context of AI introduction based on the STARA theory and conservation of resource theory. The results reveal that: (1) Frontline employee’s AI awareness direclty affects service sabotage; (2) Organization-based self-esteem plays a partial mediating role between AI awareness and service sabotage; (3) Perceived organizational support weakens the effect of AI awareness on service sabotage.

摘要

AI在服务行业的应用使服务机器人和一线员工的冲突成为热点。尽管研究表明服务机器人可能对一线员工心理产生负面影响，其与服务破坏的关系却鲜有关注。基于STARA理论和资源保存理论，本研究探讨了AI引入背景下服务破坏的影响机制。结果发现：（1）一线员工的人工智能意识加剧了服务破坏；（2）基于组织的自尊在人工智能意识和服务破坏之间发挥部分中介作用；（3）感知组织支持削弱了人工智能意识对服务破坏的影响。。

KEYWORDS:

• Artificial intelligence
• service sabotage
• organization-based self-esteem
• perceived organizational support
• conservation of resource theory

关键词:

• 人工智能
• 服务破坏
• 基于组织的自尊
• 感知组织支持
• 资源保存理论

Disclosure statement

No potential conflict of interest was reported by the author(s).