AI as an emerging trend for managing employee efficiency in the retail and services industries

IF 9.4 3区管理学 Q1 BUSINESS

Business Horizons Pub Date : 2026-07-01 Epub Date: 2025-06-28 DOI:10.1016/j.bushor.2025.06.005

E. Shaunn Mattingly, James R. Kroes, Andrew S. Manikas

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引用次数: 0

Abstract

Generative artificial intelligence (generative AI) is transforming the nature of work, offering clear benefits in efficiency and innovation. Yet, for practitioners, adoption remains complex because of limited resources and current operational demands. This study examines how firms manage these challenges by analyzing AI adoption through the lens of the exploration-exploitation trade-off. Using data from public company filings, we analyze the drivers and barriers of adoption, links to R&D investment, and industry-specific patterns. We find that larger firms with low employee efficiency are eager to adopt AI. Adoption rates also correlate with changes in the scale and focus of R&D spending. Notably, retail and services firms—among the least efficient in terms of labor productivity—are leading in AI uptake. However, their focus remains on automating routine tasks and expanding product offerings, rather than investing in workforce development. These results provide useful guidance for leaders seeking to utilize AI in industries struggling with employee productivity.

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人工智能是零售和服务行业管理员工效率的新兴趋势

生成式人工智能（生成式AI）正在改变工作的性质，在效率和创新方面带来明显的好处。然而，对于从业者来说，由于有限的资源和当前的操作需求，采用仍然很复杂。本研究通过探索-开发权衡的视角分析人工智能的采用，考察了企业如何应对这些挑战。使用来自上市公司文件的数据，我们分析了采用的驱动因素和障碍、与研发投资的联系以及行业特定模式。我们发现，员工效率较低的大型企业更愿意采用人工智能。采用率还与研发支出的规模和重点的变化有关。值得注意的是，在劳动生产率方面效率最低的零售和服务公司在人工智能应用方面处于领先地位。然而，他们的重点仍然是自动化日常任务和扩大产品供应，而不是投资于劳动力发展。这些结果为寻求在员工生产力低下的行业中利用人工智能的领导者提供了有用的指导。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Business Horizons BUSINESS-

CiteScore

17.70

自引率

5.40%

发文量

105

期刊介绍： Business Horizons, the bimonthly journal of the Kelley School of Business at Indiana University, is dedicated to publishing original articles that appeal to both business academics and practitioners. Our editorial focus is on covering a diverse array of topics within the broader field of business, with a particular emphasis on identifying critical business issues and proposing practical solutions. Our goal is to inspire readers to approach business practices from new and innovative perspectives. Business Horizons occupies a distinctive position among business publications by offering articles that strike a balance between academic rigor and practical relevance. As such, our articles are grounded in scholarly research yet presented in a clear and accessible format, making them relevant to a broad audience within the business community.