IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v73y2023ics0969698923000292.html
   My bibliography  Save this article

Smart technology and service employees’ job crafting: Relationship between STARA awareness, performance pressure, receiving and giving help, and job crafting

Author

Listed:
  • Kang, David Yeonjun
  • Hur, Won-Moo
  • Shin, Yuhyung

Abstract

Owing to the rapid spread of smart technology, artificial intelligence, robotics, and algorithms (STARA), service jobs are being replaced by these technologies. Despite the potential effect of STARA awareness on employee outcomes, surprisingly few studies have explored its role service employees' work outcomes. Addressing this gap, our research assessed the mediating relationship between STARA awareness, performance pressure, and job crafting, as well as the moderating effects of help-receiving and help-giving on this relationship. We conducted a quantitative study for 301 South Korean service employees using surveys collected at two points in time. The results indicated that service employees' STARA awareness positively affected job crafting through performance pressure. Furthermore, the association between STARA awareness and performance pressure was more prominent for higher levels of help-receiving than for lower levels of help-receiving. Help-receiving further moderated the indirect effect of performance pressure on the STARA awareness and job crafting relationship. While the mitigating effect of help-giving was not supported, we observed a significantly positive association between STARA awareness and performance pressure only when help-receiving was high and help-giving was low. These findings contribute to the literature on technology in the retailing sector by uncovering how STARA awareness affects service employees’ performance pressure and job crafting and the roles played by help-giving and help-receiving in this relationship.

Suggested Citation

  • Kang, David Yeonjun & Hur, Won-Moo & Shin, Yuhyung, 2023. "Smart technology and service employees’ job crafting: Relationship between STARA awareness, performance pressure, receiving and giving help, and job crafting," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    • Handle: RePEc:eee:joreco:v:73:y:2023:i:c:s0969698923000292
    DOI: 10.1016/j.jretconser.2023.103282
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698923000292
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2023.103282?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.

    References listed on IDEAS

    as
    1. Sony, Michael & Mekoth, Nandakumar, 2016. "The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 20-32.
    2. Bermes, Alena, 2021. "Information overload and fake news sharing: A transactional stress perspective exploring the mitigating role of consumers’ resilience during COVID-19," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    3. Meyer, Patrick & Roth, Angela & Gutknecht, Klaus, 2023. "Service robots in organisational frontlines—A retail managers’ perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    4. Brougham, David & Haar, Jarrod, 2018. "Smart Technology, Artificial Intelligence, Robotics, and Algorithms (STARA): Employees’ perceptions of our future workplace," Journal of Management & Organization, Cambridge University Press, vol. 24(2), pages 239-257, March.
    5. Park, Hyun Jung & Zhang, Yining, 2022. "Technology readiness and technology paradox of unmanned convenience store users," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    6. David H. Autor & David Dorn, 2013. "The Growth of Low-Skill Service Jobs and the Polarization of the US Labor Market," American Economic Review, American Economic Association, vol. 103(5), pages 1553-1597, August.
    7. Ruan, Yanya & Mezei, József, 2022. "When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    8. Craig Webster & Stanislav Ivanov, 2020. "Robotics, Artificial Intelligence, and the Evolving Nature of Work," Springer Books, in: Babu George & Justin Paul (ed.), Digital Transformation in Business and Society, chapter 0, pages 127-143, Springer.
    9. Di Pietro, Loredana & Pantano, Eleonora & Di Virgilio, Francesca, 2014. "Frontline employees׳ attitudes towards self-service technologies: Threats or opportunity for job performance?," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 844-850.
    10. Lingmont, Derek N.J. & Alexiou, Andreas, 2020. "The contingent effect of job automating technology awareness on perceived job insecurity: Exploring the moderating role of organizational culture," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    11. Pangarkar, Aniruddha & Fleischman, Gary M. & Iacobucci, Dawn, 2022. "Enhancing frontline employee support during a product-harm crisis: Evidence and strategic managerial implications for firms," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    12. Tuan, Luu Trong & Ngan, Vu Thanh, 2021. "Leading ethically to shape service-oriented organizational citizenship behavior among tourism salespersons: Dual mediation paths and moderating role of service role identity," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    13. Ngo, Liem Viet & Nguyen, Thi Nguyet Que & Tran, Nam The & Paramita, Widya, 2020. "It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    14. Frey, Carl Benedikt & Osborne, Michael A., 2017. "The future of employment: How susceptible are jobs to computerisation?," Technological Forecasting and Social Change, Elsevier, vol. 114(C), pages 254-280.
    15. Rinta-Kahila, Tapani & Penttinen, Esko & Kumar, Ashish & Janakiraman, Ramkumar, 2021. "Customer reactions to self-checkout discontinuance," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    16. Li Yang & Tony L. Henthorne & Babu George, 2020. "Artificial Intelligence and Robotics Technology in the Hospitality Industry: Current Applications and Future Trends," Springer Books, in: Babu George & Justin Paul (ed.), Digital Transformation in Business and Society, chapter 0, pages 211-228, Springer.
    17. Yang, Defeng & Chen, Xiaoyun & Ma, Baolong & Wei, Haiying, 2022. "When can interaction orientation create more service value? The moderating role of frontline employees' trust in managers and employee deep acting," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    18. Yuhyung Shin & Won-Moo Hur, 2021. "Do Organizational Health Climates and Leader Health Mindsets Enhance Employees’ Work Engagement and Job Crafting Amid the Pandemic?," IJERPH, MDPI, vol. 18(22), pages 1-18, November.
    19. Gavin Slemp & Dianne Vella-Brodrick, 2014. "Optimising Employee Mental Health: The Relationship Between Intrinsic Need Satisfaction, Job Crafting, and Employee Well-Being," Journal of Happiness Studies, Springer, vol. 15(4), pages 957-977, August.
    20. MORIKAWA Masayuki, 2016. "The Effects of Artificial Intelligence and Robotics on Business and Employment: Evidence from a survey on Japanese firms," Discussion papers 16066, Research Institute of Economy, Trade and Industry (RIETI).
    21. Shin, Yuhyung & Hur, Won-Moo, 2019. "Linking flight attendants’ job crafting and OCB from a JD-R perspective: A daily analysis of the mediation of job resources and demands," Journal of Air Transport Management, Elsevier, vol. 79(C), pages 1-1.
    22. Huatian Wang & Peikai Li & Shi Chen, 2020. "The Impact of Social Factors on Job Crafting: A Meta-Analysis and Review," IJERPH, MDPI, vol. 17(21), pages 1-29, October.
    23. Gong, Taeshik & Wang, Chen-Ya & Lee, Kangcheol, 2022. "Effects of characteristics of in-store retail technology on customer citizenship behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Zhou, Shuai & Yi, Ni & Rasiah, Rajah & Zhao, Haipeng & Mo, Zile, 2024. "An empirical study on the dark side of service employees’ AI awareness: Behavioral responses, emotional mechanisms, and mitigating factors," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    2. Di, Kaisheng & Chen, Weidong & Shi, Qiumei & Cai, Quanling & Liu, Sichen, 2024. "Analysing the impact of coupled domestic demand dynamics of green and low-carbon consumption in the market based on SEM-ANN," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    3. Gaan, Niharika & Shin, Yuhyung, 2023. "Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    4. Zhao, Jingyou & Hu, Enhua & Han, Mingyan & Jiang, Keshen & Shan, Hongmei, 2023. "That honey, my arsenic: The influence of advanced technologies on service employees’ organizational deviance," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    5. 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).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zhao, Jingyou & Hu, Enhua & Han, Mingyan & Jiang, Keshen & Shan, Hongmei, 2023. "That honey, my arsenic: The influence of advanced technologies on service employees’ organizational deviance," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    2. 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).
    3. Mauro Caselli & Andrea Fracasso & Arianna Marcolin & Sergio Scicchitano, 2023. "The reassuring effect of firms' technological innovations on workers' job insecurity," International Journal of Manpower, Emerald Group Publishing Limited, vol. 45(4), pages 754-778, October.
    4. Jauhari, Hemang & Kumar, Manish & Pandey, Jayesh, 2024. "Impact of transformational leadership on service delivery behaviours of frontline service employees," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    5. Zhou, Shuai & Yi, Ni & Rasiah, Rajah & Zhao, Haipeng & Mo, Zile, 2024. "An empirical study on the dark side of service employees’ AI awareness: Behavioral responses, emotional mechanisms, and mitigating factors," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    6. Guanglu Xu & Ming Xue & Jidi Zhao, 2023. "The Association between Artificial Intelligence Awareness and Employee Depression: The Mediating Role of Emotional Exhaustion and the Moderating Role of Perceived Organizational Support," IJERPH, MDPI, vol. 20(6), pages 1-16, March.
    7. Santana, Monica & Cobo, Manuel J., 2020. "What is the future of work? A science mapping analysis," European Management Journal, Elsevier, vol. 38(6), pages 846-862.
    8. David J. Deming, 2017. "The Growing Importance of Social Skills in the Labor Market," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 132(4), pages 1593-1640.
    9. Alex Chernoff & Casey Warman, 2023. "COVID-19 and implications for automation," Applied Economics, Taylor & Francis Journals, vol. 55(17), pages 1939-1957, April.
    10. Montobbio, Fabio & Staccioli, Jacopo & Virgillito, Maria Enrica & Vivarelli, Marco, 2022. "Robots and the origin of their labour-saving impact," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    11. Gries, Thomas & Naudé, Wim, 2022. "Modelling artificial intelligence in economics," Journal for Labour Market Research, Institut für Arbeitsmarkt- und Berufsforschung (IAB), Nürnberg [Institute for Employment Research, Nuremberg, Germany], vol. 56, pages 1-12.
    12. Hasbi, Maude & Bohlin, Erik, 2021. "Impact of Broadband Quality on Median Income and Unemployment: Evidence from Sweden," 23rd ITS Biennial Conference, Online Conference / Gothenburg 2021. Digital societies and industrial transformations: Policies, markets, and technologies in a post-Covid world 238026, International Telecommunications Society (ITS).
    13. Ana L. ABELIANSKY & Eda ALGUR & David E. BLOOM & Klaus PRETTNER, 2020. "The future of work: Meeting the global challenges of demographic change and automation," International Labour Review, International Labour Organization, vol. 159(3), pages 285-306, September.
    14. Eichhorst, Werner & Buhlmann, Florian, 2015. "Die Zukunft der Arbeit und der Wandel der Arbeitswelt," IZA Standpunkte 77, Institute of Labor Economics (IZA).
    15. Songul Tolan & Annarosa Pesole & Fernando Martinez-Plumed & Enrique Fernandez-Macias & José Hernandez-Orallo & Emilia Gomez, 2020. "Measuring the Occupational Impact of AI: Tasks, Cognitive Abilities and AI Benchmarks," JRC Working Papers on Labour, Education and Technology 2020-02, Joint Research Centre.
    16. Lingmont, Derek N.J. & Alexiou, Andreas, 2020. "The contingent effect of job automating technology awareness on perceived job insecurity: Exploring the moderating role of organizational culture," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    17. Belloc, Filippo & Burdin, Gabriel & Cattani, Luca & Ellis, William & Landini, Fabio, 2022. "Coevolution of job automation risk and workplace governance," Research Policy, Elsevier, vol. 51(3).
    18. Usabiaga, Carlos & Núñez, Fernando & Arendt, Lukasz & Gałecka-Burdziak, Ewa & Pater, Robert, 2022. "Skill requirements and labour polarisation: An association analysis based on Polish online job offers," Economic Modelling, Elsevier, vol. 115(C).
    19. Cebreros Alfonso & Heffner-Rodríguez Aldo & Livas René & Puggioni Daniela, 2020. "Automation Technologies and Employment at Risk: The Case of Mexico," Working Papers 2020-04, Banco de México.
    20. repec:hal:spmain:info:hdl:2441/7n49nkmngd8448a5ts5gt5ade0 is not listed on IDEAS
    21. Consoli, Davide & Marin, Giovanni & Rentocchini, Francesco & Vona, Francesco, 2023. "Routinization, within-occupation task changes and long-run employment dynamics," Research Policy, Elsevier, vol. 52(1).

    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:73:y:2023:i:c:s0969698923000292. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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.