An empirical study on the dark side of service employees' AI awareness: Behavioral responses, emotional mechanisms, and mitigating factors
Drawing on the stressor-emotion model, our study unveils a multi-faceted moderated mediation model that delineates how artificial intelligence (AI) awareness influences frontline service employees' counterproductive work behavior towards customers (CWBC) and work-family conflict (WFC), mediated...
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| Main Authors: | , , , , |
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| Format: | Article |
| Published: |
Elsevier
2024
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| Subjects: | |
| Online Access: | http://eprints.um.edu.my/45294/ https://doi.org/10.1016/j.jretconser.2024.103869 |
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| Institution: | Universiti Malaya |