A two-wave cross-lagged study on AI service quality: the moderating effects of the job level and job role

This study examines whether the adoption of artificial intelligence (AI) in the workplace can make employees satisfied with AI service quality and increase their job satisfaction. The study's conceptual framework was tested using a cross-lagged panel analysis (N = 313) of hotel employees and managers in Vietnam. This research shows that AI satisfaction with service quality mediated the impact of AI service quality on employees’ job satisfaction. Job level had a moderating effect on the impact of AI service quality on AI satisfaction and job satisfaction, such that AI service quality had an impact on AI satisfaction only in the non-supervisory group but had an impact on job satisfaction in both non-supervisory and supervisor/manager groups. AI service quality affected AI satisfaction in both job roles (frontline and back-end employee roles), but only influenced job satisfaction for the back-end employee role. The implications of our findings for future research and practice are discussed.