A Two-Wave Cross-Lagged Study on AI Service Quality: The Moderating Effects of the Job Level and Job Role
Author(s)
Nguyen, TM
Malik, A
Griffith University Author(s)
Year published
2021
Metadata
Show full item recordAbstract
This study examines whether the adoption of artificial intelligence (AI) in the workplace can make employees satisfied with AI service quality and increase their job satisfaction. The study's conceptual framework was tested using a cross-lagged panel analysis (N = 313) of hotel employees and managers in Vietnam. This research shows that AI satisfaction with service quality mediated the impact of AI service quality on employees’ job satisfaction. Job level had a moderating effect on the impact of AI service quality on AI satisfaction and job satisfaction, such that AI service quality had an impact on AI satisfaction only in ...
View more >This study examines whether the adoption of artificial intelligence (AI) in the workplace can make employees satisfied with AI service quality and increase their job satisfaction. The study's conceptual framework was tested using a cross-lagged panel analysis (N = 313) of hotel employees and managers in Vietnam. This research shows that AI satisfaction with service quality mediated the impact of AI service quality on employees’ job satisfaction. Job level had a moderating effect on the impact of AI service quality on AI satisfaction and job satisfaction, such that AI service quality had an impact on AI satisfaction only in the non-supervisory group but had an impact on job satisfaction in both non-supervisory and supervisor/manager groups. AI service quality affected AI satisfaction in both job roles (frontline and back-end employee roles), but only influenced job satisfaction for the back-end employee role. The implications of our findings for future research and practice are discussed.
View less >
View more >This study examines whether the adoption of artificial intelligence (AI) in the workplace can make employees satisfied with AI service quality and increase their job satisfaction. The study's conceptual framework was tested using a cross-lagged panel analysis (N = 313) of hotel employees and managers in Vietnam. This research shows that AI satisfaction with service quality mediated the impact of AI service quality on employees’ job satisfaction. Job level had a moderating effect on the impact of AI service quality on AI satisfaction and job satisfaction, such that AI service quality had an impact on AI satisfaction only in the non-supervisory group but had an impact on job satisfaction in both non-supervisory and supervisor/manager groups. AI service quality affected AI satisfaction in both job roles (frontline and back-end employee roles), but only influenced job satisfaction for the back-end employee role. The implications of our findings for future research and practice are discussed.
View less >
Journal Title
British Journal of Management
Note
This publication has been entered as an advanced online version in Griffith Research Online.
Subject
Marketing
Business systems in context