Frontline employees in an AI-integrated workplace: current perspectives and future research landscapes

What is it about?

As AI becomes more common in service delivery, frontline employees (FLE) have mixed feelings about it. We reviewed 76 studies to understand FLE psychological responses to AI integration in service delivery. We found that their cognitive appraisal and emotions about AI influence their willingness to use it, their desire to stay in their jobs, and their overall performance. This research provides new insights and a framework for future studies, helping us better understand and support FLE as AI becomes more integrated into their service environments.

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Photo by Masjid MABA on Unsplash

Photo by Masjid MABA on Unsplash