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Leveraging responsible artificial intelligence to enhance salespeople well-being and performance

Author

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  • Chenchen Weng
  • Ruizhi Yuan
  • Dandan Ye
  • Bo Huang
  • Jiyao Xun

Abstract

While artificial intelligence (AI) technologies have emerged as powerful tools for improving sales encounters and performance, the negative impacts of AI on frontline service employees are inevitable. However, research on responsible AI and its influence on frontline service employees’ well-being and performance from an ethical perspective is scarce. In this study, we draw on the ethics-of-care perspective to uncover the impact of responsible AI on frontline service employees’ well-being and sales outcomes. We designed two-stage data collection by surveying employees (N = 322) in the AI-related industry and used partial least squares structural equation modeling for data analysis. The results show that organizations’ ethics-of-care behaviors guided by responsible AI principles and values positively influence frontline service employees’ well-being, ultimately driving adaptive and customer-oriented selling activities and enhancing sales performance. This study contributes to the literature on responsible AI and frontline service employees’ well-being.

Suggested Citation

  • Chenchen Weng & Ruizhi Yuan & Dandan Ye & Bo Huang & Jiyao Xun, 2024. "Leveraging responsible artificial intelligence to enhance salespeople well-being and performance," The Service Industries Journal, Taylor & Francis Journals, vol. 44(9-10), pages 735-765, July.
    • Handle: RePEc:taf:servic:v:44:y:2024:i:9-10:p:735-765
    DOI: 10.1080/02642069.2024.2361291
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    Cited by:

    1. Xu, Yong & Xie, Peijun & Naeem, Rana Muhammad & Almugren, Intesar & Hameed, Zahid & Agarwal, Shivani, 2026. "Responsible AI and employee service innovation behavior: A sequential mediation model of AI self-efficacy and AI crafting," Technological Forecasting and Social Change, Elsevier, vol. 224(C).
    2. Raihan, Asif & Hasnat, Md Al & Rahman, Syed Masiur & Ridwan, Mohammad & Rahman, Md Masudur & Islam, Md Tasbirul & Sarker, Tapan & Dhar, Bablu Kumar & Bari, ABM Mainul, 2025. "Recent advancements in alternative energies, technological innovations, and optimization strategies for seaport decarbonization," Innovation and Green Development, Elsevier, vol. 4(3).
    3. Ye, Dandan & Yuan, Ruizhi & Luo, Jun & Liu, Martin J. & Yannopoulou, Natalia, 2025. "Responsible artificial intelligence (AI) for responsible innovation in Chinese manufacturing: From the affordance–actualization theory," Technological Forecasting and Social Change, Elsevier, vol. 221(C).
    4. Alshibani, Safiya Mukhtar & Korayim, Diana & Mehrotra, Ankit & Agarwal, Vaishali, 2025. "Fostering responsible AI adoption in startups through entrepreneurial orientation: A sustainable approach," Technological Forecasting and Social Change, Elsevier, vol. 219(C).
    5. Jianhua Xie, 2024. "AI-Enhanced Edge Device for Real-Time Snoring Detection," Journal of Artificial Intelligence General science (JAIGS) ISSN:3006-4023, Open Knowledge, vol. 6(1), pages 83-93.

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