Abstract
While artificial intelligence (AI) technologies have emerged as powerful tools for improving sales encounters and performance, the negative impacts of AI on frontline service employees are inevitable. However, research on responsible AI and its influence on frontline service employees’ well-being and performance from an ethical perspective is scarce. In this study, we draw on the ethics-of-care perspective to uncover the impact of responsible AI on frontline service employees’ well-being and sales outcomes. We designed two-stage data collection by surveying employees (N = 322) in the AI-related industry and used partial least squares structural equation modeling for data analysis. The results show that organizations’ ethics-of-care behaviors guided by responsible AI principles and values positively influence frontline service employees’ well-being, ultimately driving adaptive and customer-oriented selling activities and enhancing sales performance. This study contributes to the literature on responsible AI and frontline service employees’ well-being.
Translated title of the contribution | 负责任的人工智能应用对销售员工幸福感和绩效提升的实证研究 |
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Original language | English |
Pages (from-to) | 735-765 |
Number of pages | 31 |
Journal | Service Industries Journal |
Volume | 44 |
Issue number | 9-10 |
Early online date | 2024 |
DOIs | |
Publication status | Published Online - 2024 |
Keywords
- adaptive selling
- customer-oriented selling
- ethics of care
- frontline service employees’ well-being
- Responsible AI
- sales encounters
ASJC Scopus subject areas
- Strategy and Management
- Management of Technology and Innovation