IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v77y2024ics0969698923004514.html
   My bibliography  Save this article

How does AI technology integration affect employees’ proactive service behaviors? A transactional theory of stress perspective

Author

Listed:
  • Huang, Yingying
  • Gursoy, Dogan

Abstract

While AI technology is widely integrated into service creation and delivery processes, the empirical evidence about its impact on employees has been mixed. Based on transactional theory of stress, this study explores how service employees appraise and react to AI technology integration utilizing data collected from employees of service companies that integrated AI technologies into their operations. Findings suggest that AI technology integration is simultaneously appraised by employees as both a positive challenge, leading to employees' thriving at work and enhanced proactive service behaviors, and as a hindrance, leading to job insecurity perceptions and decreased proactive service behaviors. Furthermore, this study investigates employees' IT mindfulness as a boundary condition that impacts the effects of AI technology integration on employee appraisals and finds that IT mindfulness can attenuate the relationship between AI technology integration and employees' hindrance appraisals. Findings provide insights on how service companies can effectively integrate AI technologies into their operations to enhance employees’ proactive service behaviors.

Suggested Citation

  • Huang, Yingying & Gursoy, Dogan, 2024. "How does AI technology integration affect employees’ proactive service behaviors? A transactional theory of stress perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    • Handle: RePEc:eee:joreco:v:77:y:2024:i:c:s0969698923004514
    DOI: 10.1016/j.jretconser.2023.103700
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698923004514
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2023.103700?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:77:y:2024:i:c:s0969698923004514. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.