Purpose

This study aims to explore the associations linking employees’ challenge-hindrance appraisals toward artificial intelligence (AI) to service performance while considering the dual mediating roles of job crafting and job insecurity, as well as the moderating role of AI knowledge.

Design/methodology/approach

A survey was administered to a sample of 297 service industry employees. This study examined all the hypotheses with Mplus 8.0.

Findings

This study confirms that challenge appraisal toward AI has an indirect positive influence on service performance via job crafting (motivation process), whereas hindrance appraisal toward AI has an indirect negative influence on service performance via job insecurity (strain process). Meanwhile, AI knowledge, serving as a key personal resource, could strengthen the positive impacts of challenge appraisal toward AI on job crafting and of hindrance appraisal toward AI on job insecurity.

Practical implications

Organizational decision-makers should first survey employees’ appraisals toward AI and then adopt targeted managerial strategies. From the perspective of service industry employees, employees should adopt proactive coping strategies and enrich their knowledge of AI to meet the challenges brought by this technology.

Originality/value

The primary contribution of this study is that we enrich the literature on AI by exploring the dual mediators (i.e. job crafting and job insecurity) through which AI awareness affects service performance. Moreover, this study advances our understanding of when appraisals toward AI influence job outcomes by identifying the moderating role of AI knowledge.

中文翻译：

---

将员工对人工智能的挑战-阻碍评估与服务绩效联系起来：工作重塑、工作不安全感和人工智能知识的影响

目的

本研究旨在探讨员工对人工智能（AI）的挑战-阻碍评估与服务绩效之间的关联，同时考虑工作重塑和工作不安全感的双重中介作用以及人工智能知识的调节作用。

设计/方法论/途径

对 297 名服务行业员工进行了一项调查。本研究使用 Mplus 8.0 检验了所有假设。

发现

本研究证实，对人工智能的挑战评估通过工作塑造（激励过程）对服务绩效产生间接的积极影响，而对人工智能的阻碍评估通过工作不安全感（紧张过程）对服务绩效产生间接的负面影响。同时，人工智能知识作为关键的个人资源，可以增强人工智能挑战评估对工作塑造的积极影响，以及人工智能阻碍评估对工作不安全感的积极影响。

实际影响

组织决策者应首先调查员工对人工智能的评价，然后采取有针对性的管理策略。从服务业从业人员的角度来看，员工应采取积极的应对策略，丰富人工智能知识，应对这项技术带来的挑战。

原创性/价值

这项研究的主要贡献是，我们通过探索人工智能意识影响服务绩效的双重中介（即工作重塑和工作不安全感）来丰富人工智能的文献。此外，这项研究通过确定人工智能知识的调节作用，加深了我们对人工智能评估何时影响工作结果的理解。