IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v42y2022i13-14p1054-1074.html
   My bibliography  Save this article

Linking artificial intelligence to service sabotage

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2022.2092615
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2022.2092615?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.

    Citations

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


    Cited by:

    1. Hengjun Mei & Simona-Aurelia Bodog & Daniel Badulescu, 2024. "Artificial Intelligence Adoption in Sustainable Banking Services: The Critical Role of Technological Literacy," Sustainability, MDPI, vol. 16(20), pages 1-25, October.
    2. 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).
    3. 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).
    4. 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.
    5. Naonobu Okazaki & Shotaro Usuzaki & Tsubasa Waki & Hyoga Kawagoe & Mirang Park & Hisaaki Yamaba & Kentaro Aburada, 2024. "Optimal Weighted Voting-Based Collaborated Malware Detection for Zero-Day Malware: A Case Study on VirusTotal and MalwareBazaar," Future Internet, MDPI, vol. 16(8), pages 1-16, July.

    More about this item

    Statistics

    Access and download statistics

    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:taf:servic:v:42:y:2022:i:13-14:p:1054-1074. 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    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.