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Linking artificial intelligence to service sabotage

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  • Chunhao Ma
  • Jian Ye

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.

Suggested Citation

  • Chunhao Ma & Jian Ye, 2022. "Linking artificial intelligence to service sabotage," The Service Industries Journal, Taylor & Francis Journals, vol. 42(13-14), pages 1054-1074, October.
    • Handle: RePEc:taf:servic:v:42:y:2022:i:13-14:p:1054-1074
    DOI: 10.1080/02642069.2022.2092615
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    Cited by:

    1. Sleep, Stefan & Gala, Prachi & Harrison, Dana E., 2023. "Removing silos to enable data-driven decisions: The importance of marketing and IT knowledge, cooperation, and information quality," Journal of Business Research, Elsevier, vol. 156(C).
    2. Chunhao Ma & Biying Wang & Caozhi Sun & Le Lin, 2023. "The Spillover Effect of Emotional Labor: How It Shapes Frontline Employees’ Proactive Innovation Behavior," SAGE Open, , vol. 13(3), pages 21582440231, August.

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