In a recent article published in 2022 by Darina Vorobeva, Yasmina El Fassi, Diego Costa Pinto, et al., MagIC researchers investigated the impact of Artificial Intelligence (AI) on the emotional experiences of service employees. The study focused on the contrast between cognitive and affective tasks, highlighting how AI can influence employee well-being differently depending on the task type.
By integrating the feeling economy framework with social comparison theory, the research found that AI amplifies adverse effects on employees involved in cognitively demanding tasks, as opposed to those engaged in emotionally engaging tasks. This finding provides valuable insights into human-AI interaction and sheds light on the psychological processes underlying employees' reactions to AI incorporation in the workplace.
The research by Vorobeva et al. offers several key takeaways:
- Enhanced comprehension of human-AI interaction
- Insights into the psychological impact of AI on employees
- Strategic insights for managerial decision-making on AI implementation
- Promotion of responsible AI practices that prioritize employee well-being and ethical standards
- Advancement of academic understanding of the emotional complexities of AI-driven work environments
This research contributes significantly to our understanding of the human element in AI integration and paves the way for more mindful and employee-centric AI implementation strategies.
Publication: Vorobeva, D., El Fassi, Y., Costa Pinto, D., Hildebrand, D., Herter, M. M., & Mattila, A. S. (2022). Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence. Journal of Service Research, 25(4), 601–613. https://doi.org/10.1177/10946705221104312