AI use dilemma: investigating how and when AI use leads to deviant workplace behavior

Purpose This study aims to investigate how artificial intelligence (AI) use affects employees’ deviant workplace behavior (DWB). Design/methodology/approach Data were collected from Chinese hospitality employees, and 506 responses were analyzed using partial least squares structural equation modeling with SmartPLS software. Findings The research shows that employees perceive AI use as a source of stress that exerts a positive indirect influence on DWB through smart technology, AI, robotics and algorithms (STARA) awareness and organizational dehumanization (OD). The authors also identified a chain mediating role between STARA awareness and OD, and the moderating effect of employees’ technology readiness (TR). Practical implications This study’s findings offer guidance to managers in the service sector aiming to address the adverse effects of AI use on employees’ behavior. Managers should use these key findings to provide appropriate support to ensure optimal AI use in their organizations. Originality/value By examining how AI use leads to employee DWB and considering boundary conditions, this study contributes to understanding the “dark side” of AI use, exploring its unique impact on employee behavior. Additionally, by identifying the moderating effects of TR and the serial mediating mechanism, this study deepens the comprehension of how AI use affects employees’ DWB and further refines the mechanisms by which AI affects employee psychology and behavior.