533 / 2024-04-25 20:08:42

How does AI awareness affect employees’ decision making in service? A transactional theory of stress perspective

AI,ransactional theory of stress,decision making

In the era of artificial intelligence (AI), how to better facilitate employee’s decision making to enhance service efficiency and organizational performance has remained a focal concern among scholars. Yet, scant research has addressed the impact of employees’ appraisal of AI on their decision making. This study consider AI awareness as a hindering appraisal of employees towards the use of AI technologies and empirically investigates the mechanisms through which AI awareness influences their decision making, as well as its boundary conditions, from the perspective of transactional theory of stress. The sample comprises data from a two-stage longitudinal survey of 203 employees in the service sector. The findings indicate that employees’ AI awareness significantly negatively impacts decision making. Self-efficacy and job insecurity can mediate the negative impact of AI awareness on employee decision making. Further, trait competitiveness can weaken the negative effect of AI awareness on self-efficacy. These findings contribute to our understanding of how to better enhance service sector employees’ decision making in the age of artificial intelligence.