{"title":"The Effect of Artificial Intelligence Usage on Employee Service Innovation Behavior: An Information Exchange Perspective","authors":"Xinyue Li, Xin Wei, Guangdi Tian, Min Cui, Yue He","doi":"10.1111/1744-7941.70032","DOIUrl":null,"url":null,"abstract":"<div>\n \n <p>Artificial intelligence (AI) technologies have been increasingly adopted in service industries and are playing a crucial role in affecting service innovation. Drawing on the perspective of information exchange, our research investigates the impact of AI usage on employee service innovation behavior and the underlying mechanism. We conducted a qualitative study, an experimental study, and a field survey to test our hypothesized model. The findings indicate that AI usage at work reduces the information exchange between employees and customers, which, in turn, negatively affects employee service innovation behavior. However, job autonomy can mitigate the negative effects of AI usage on employee-customer information exchange and service innovation behavior. Our research contributes to the literature on AI usage and service innovation and provides practical insights for using AI effectively in work settings.</p>\n </div>","PeriodicalId":51582,"journal":{"name":"Asia Pacific Journal of Human Resources","volume":"63 4","pages":""},"PeriodicalIF":4.5000,"publicationDate":"2025-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Asia Pacific Journal of Human Resources","FirstCategoryId":"91","ListUrlMain":"https://onlinelibrary.wiley.com/doi/10.1111/1744-7941.70032","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"INDUSTRIAL RELATIONS & LABOR","Score":null,"Total":0}
引用次数: 0
Abstract
Artificial intelligence (AI) technologies have been increasingly adopted in service industries and are playing a crucial role in affecting service innovation. Drawing on the perspective of information exchange, our research investigates the impact of AI usage on employee service innovation behavior and the underlying mechanism. We conducted a qualitative study, an experimental study, and a field survey to test our hypothesized model. The findings indicate that AI usage at work reduces the information exchange between employees and customers, which, in turn, negatively affects employee service innovation behavior. However, job autonomy can mitigate the negative effects of AI usage on employee-customer information exchange and service innovation behavior. Our research contributes to the literature on AI usage and service innovation and provides practical insights for using AI effectively in work settings.
期刊介绍：
The Asia Pacific Journal of Human Resources adheres to a rigorous double-blind reviewing policy in which the identity of both the reviewer and author are always concealed from both parties. Asia Pacific Journal of Human Resources is an applied, peer-reviewed journal which aims to communicate the development and practice of the field of human resources within the Asia Pacific region. The journal publishes the results of research, theoretical and conceptual developments, and examples of current practice. The overall aim is to increase the understanding of the management of human resource in an organisational setting.
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