Business

Working with AI: the impact of organizational intelligent service strategy on employees’ perception of career achievement

J. Xu, X. Tang, et al.

This research by Jiaqi Xu, Xiaofei Tang, En-Chung Chang, and Haoyu Peng delves into how organizational intelligent service strategies impact employees' perception of career achievement, revealing surprising outcomes when leveraging AI in service environments. The study highlights the dichotomy between substitution and collaboration strategies, emphasizing the potential role of an innovative climate in enhancing employee morale.

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Playback language: English

Index

Abstract

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.

Publisher

HUMANITIES AND SOCIAL SCIENCES COMMUNICATIONS

Published On

Jul 08, 2024

Authors

Jiaqi Xu, Xiaofei Tang, En-Chung Chang, Haoyu Peng

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