The impact of AI on service employees: a systematic review

AI is dynamically transforming service industry management, yet its impact on service employees remains fragmented. Using the Scientific Procedures and Rationales for Systematic Literature Reviews (SPAR-4-SLR) approach, this systematic literature review identified 157 articles from Web of Science, Scopus, PsycINFO, and ProQuest databases. According to the conceptualization and operationalization of various AI-related concepts, this review then categorized previous studies into six research streams, which include (1) attitudes toward AI, (2) AI identity, (3) AI use capability, (4) AI quality, (5) leader’s role in AI, and (6) AI involvement. Moreover, we revealed diverse findings across six research streams in service employees, explored their theoretical foundations, and discussed potential interconnections. Based on these results, we outline emerging research directions for future research, as well as provide managers with guidance on implementing AI to create sustainable benefits.