This research investigates the impact of organizational intelligent service strategies (substitution vs. collaboration) on employees’ perception of career achievement, addressing conflicting viewpoints in previous literature. Three experiments with 736 frontline employees revealed that the intelligence substitution strategy, by reducing human-human and increasing human-machine interactivity, decreases employees’ perception of career achievement. However, a strong organizational innovation climate mitigates these negative effects. The study contributes to understanding employees' intrinsic motivations in AI-driven service environments.
