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Navigating the AI-powered workplace: generative AI and generation Z in service organizations-What are the challenges and opportunities of enabling collaboration between generation Z employees and generative AI tools in service organizations?
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This research investigates the impact of Generative AI (GenAI) on Generation Z (GenZ) employees in service organizations, focusing on work behavior, teamwork, and innovation. It examines the challenges and opportunities of incorporating GenAI into workflows. A qualitative design combined data from 65 professionals and students using Mayring’s content analysis and Python-based natural language processing (NLP) techniques, including topic modeling, co-occurrence mapping, and sentiment analysis. GenAI improves efficiency, learning, inclusivity, and idea generation, but also raises concerns about reduced meaningfulness, overreliance, unequal literacy, misuse, and workload
disparities. The findings contribute to human-AI collaboration theory and provide practical guidance for adopting GenAI.
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Generative AI Generation Z Service organizations Future of work Human-AI collaboration Digital transformation Work conduct Team dynamics AI literacy