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

Detalhes bibliográficos
Autor(a) principal: Vorobeva, Darina
Data de Publicação: 2022
Outros Autores: El Fassi, Yasmina, Costa Pinto, Diego, Hildebrand, Diego, Herter, Márcia M., Mattila, Anna S.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/138488
Resumo: Vorobeva, 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].
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spelling Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligenceartificial intelligenceservicesfeeling economyfearjob performanceInformation SystemsSociology and Political ScienceOrganizational Behavior and Human Resource ManagementSDG 8 - Decent Work and Economic GrowthVorobeva, 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].Despite 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 performanceNOVA Information Management School (NOVA IMS)Information Management Research Center (MagIC) - NOVA Information Management SchoolRUNVorobeva, DarinaEl Fassi, YasminaCosta Pinto, DiegoHildebrand, DiegoHerter, Márcia M.Mattila, Anna S.2022-05-23T22:13:52Z2022-11-012022-11-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article13application/pdfhttp://hdl.handle.net/10362/138488eng1094-6705PURE: 44222918https://doi.org/10.1177/10946705221104312info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:15:41Zoai:run.unl.pt:10362/138488Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:49:05.486971Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence
title Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence
spellingShingle Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence
Vorobeva, Darina
artificial intelligence
services
feeling economy
fear
job performance
Information Systems
Sociology and Political Science
Organizational Behavior and Human Resource Management
SDG 8 - Decent Work and Economic Growth
title_short Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence
title_full Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence
title_fullStr Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence
title_full_unstemmed Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence
title_sort Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence
author Vorobeva, Darina
author_facet Vorobeva, Darina
El Fassi, Yasmina
Costa Pinto, Diego
Hildebrand, Diego
Herter, Márcia M.
Mattila, Anna S.
author_role author
author2 El Fassi, Yasmina
Costa Pinto, Diego
Hildebrand, Diego
Herter, Márcia M.
Mattila, Anna S.
author2_role author
author
author
author
author
dc.contributor.none.fl_str_mv NOVA Information Management School (NOVA IMS)
Information Management Research Center (MagIC) - NOVA Information Management School
RUN
dc.contributor.author.fl_str_mv Vorobeva, Darina
El Fassi, Yasmina
Costa Pinto, Diego
Hildebrand, Diego
Herter, Márcia M.
Mattila, Anna S.
dc.subject.por.fl_str_mv artificial intelligence
services
feeling economy
fear
job performance
Information Systems
Sociology and Political Science
Organizational Behavior and Human Resource Management
SDG 8 - Decent Work and Economic Growth
topic artificial intelligence
services
feeling economy
fear
job performance
Information Systems
Sociology and Political Science
Organizational Behavior and Human Resource Management
SDG 8 - Decent Work and Economic Growth
description Vorobeva, 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].
publishDate 2022
dc.date.none.fl_str_mv 2022-05-23T22:13:52Z
2022-11-01
2022-11-01T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/138488
url http://hdl.handle.net/10362/138488
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 1094-6705
PURE: 44222918
https://doi.org/10.1177/10946705221104312
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 13
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dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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instacron:RCAAP
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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