Linking artificial intelligence to service sabotage. Issue 13 (26th October 2022)

• Record Type: Journal Article
• Authors: Ma, Chunhao; Ye, Jian
• Is Part Of: Service industries journal. Volume 42:Issue 13/14(2022)
• Page Start: 1054
• Page End: 1074
• Publication Date: 2022-10-26
• Subjects: Artificial intelligence -- service sabotage -- organization-based self-esteem -- perceived organizational support -- conservation of resource theory; 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; Service industries -- Periodicals; Service industries -- Great Britain -- Periodicals; 338.4
• DOI: 10.1080/02642069.2022.2092615
• Languages: English
• ISSNs: 0264-2069

Abstract

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.