Dr. Yue's talk will explore the impact of AI on frontline service
employees, emphasizing strategies to support their well-being while
maintaining high service quality. While AI-driven service automation is
widely recognized for enhancing efficiency and creating value for
customers, its effects on employees' well-being remain unclear. This
issue is particularly important because, rather than replacing human
workers entirely, AI tools often require employees to adapt and integrate
them into their roles.
To what extent does this adaptation enhance or undermine employee
well-being? To address this question, Dr. Yue applies the technology
alignment framework (Barley, 1985, 2011) and incorporates insights
from the resource-based view of employee well-being (Lilius, 2015). He
argues that AI adoption in frontline service roles reshapes customer
employee interaction patterns, which, in turn, influence the personal
resources employees gain or lose at work—ultimately affecting their
well-being.