An empirical study on the dark side of service employees' AI awareness: Behavioral responses, emotional mechanisms, and mitigating factors

• Main Authors: Zhou, Shuai, Yi, Ni, Rasiah, Rajah, Zhao, Haipeng, Mo, Zile
• Format: Article
• Published: Elsevier 2024
• Subjects: HD28 Management. Industrial Management
• Online Access: http://eprints.um.edu.my/45294/; https://doi.org/10.1016/j.jretconser.2024.103869
• Institution: Universiti Malaya

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...