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Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence

2022-11-01Artigo científico Acesso aberto
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dc.contributor.authorVorobeva, Darina
dc.contributor.authorEl Fassi, Yasmina
dc.contributor.authorCosta Pinto, Diego
dc.contributor.authorHildebrand, Diego
dc.contributor.authorHerter, Márcia M.
dc.contributor.authorMattila, Anna S.
dc.contributor.institutionNOVA Information Management School (NOVA IMS)
dc.contributor.institutionInformation Management Research Center (MagIC) - NOVA Information Management School
dc.contributor.pblSAGE Publications
dc.date.accessioned2022-05-23T22:13:52Z
dc.date.available2022-05-23T22:13:52Z
dc.date.issued2022-11-01
dc.descriptionVorobeva, D., El Fassi, Y., Costa Pinto, D., Hildebrand, D., Herter, M. M., & Mattila, A. S. (2022). Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence. Journal of Service Research, 25(4), 601-613. https://doi.org/10.1177/10946705221104312----- Funding: The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This work was supported by the Foundation of Science and Technology (FCT Portugal) [DSAIPA/DS/0113/2019]. ---%ABS4%
dc.description.abstractDespite the documented benefits of Artificial Intelligence (AI) to the service industry, the service employees’ fear of being replaced by AI continues to be a major concern as we transition to the Feeling Economy. This paper builds upon the Feeling Economy framework and the social comparison theory to examine how different service-related tasks (thinking vs feeling) distinctively impact the service employees’ feelings and behavior. Five studies reveal that the presence of AI increases negative outcomes for employees engaging in thinking (vs. feeling) tasks due to its adverse effects on their perceived ability (i.e., relative performance). Findings further indicate that these detrimental effects only happen when service employees compare their abilities with those of AI. This research provides important theoretical and managerial implications, helping to mitigate AI’s negative outcomes on employees’ fear of replacement and reduced job performanceen
dc.description.versionpublishersversion
dc.description.versionpublished
dc.format.extent13
dc.format.extent658057
dc.identifier.doi10.1177/10946705221104312
dc.identifier.issn1094-6705
dc.identifier.otherPURE: 44222918
dc.identifier.otherPURE UUID: 7f4ba8a9-66de-4a2e-8ecd-5a10267ee834
dc.identifier.othercrossref: 10.1177/10946705221104312
dc.identifier.otherScopus: 85134703894
dc.identifier.otherWOS: 000800538700001
dc.identifier.otherORCID: /0000-0003-4418-9450/work/152551794
dc.identifier.urihttp://hdl.handle.net/10362/138488
dc.identifier.urlhttps://www.scopus.com/pages/publications/85134703894
dc.identifier.urlhttps://www.webofscience.com/wos/woscc/full-record/WOS:000800538700001
dc.identifier.urlhttp://journals.sagepub.com/doi/10.1177/10946705221104312
dc.language.isoeng
dc.peerreviewedyes
dc.relationinfo:eu-repo/grantAgreement/FCT/3599-PPCDT/DSAIPA%2FDS%2F0113%2F2019/PT
dc.relationData Science and Over-Indebtedness: Use of Artificial Intelligence Algorithms in Credit Consumption and Indebtedness Conciliation in Portugal
dc.subjectartificial intelligence
dc.subjectservices
dc.subjectfeeling economy
dc.subjectfear
dc.subjectjob performance
dc.subjectInformation Systems
dc.subjectSociology and Political Science
dc.subjectOrganizational Behavior and Human Resource Management
dc.subjectSDG 8 - Decent Work and Economic Growth
dc.titleThinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligenceen
dc.typejournal article
degois.publication.firstPage601
degois.publication.issue4
degois.publication.lastPage613
degois.publication.titleJournal of Service Research
degois.publication.volume25
dspace.entity.typePublication
oaire.awardNumberDSAIPA/DS/0113/2019
oaire.awardTitleData Science and Over-Indebtedness: Use of Artificial Intelligence Algorithms in Credit Consumption and Indebtedness Conciliation in Portugal
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/3599-PPCDT/DSAIPA%2FDS%2F0113%2F2019/PT
oaire.fundingStream3599-PPCDT
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.rightsopenAccess
relation.isProjectOfPublicatione750f897-cfb5-46b7-84ff-3b768eeb44f6
relation.isProjectOfPublication.latestForDiscoverye750f897-cfb5-46b7-84ff-3b768eeb44f6

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