Artificial Intelligence and Organisational Performance: A Systematic Review of Service Employee Perspective

Abstract

The paper aims to present a systematic literature review (SLR) on the effects of Artificial Intelligence (AI) on the performance of organisations, especially from the employees' standpoint in the service sector. In the review, the author has compiled 60 studies to identify the conditions that determine the effectiveness of AI, such as trust, usability, and job satisfaction. The study establishes a connection between the level of AI integration, employees' responses, and overall organisational performance. Technology Acceptance Models (TAM) and Job Demands-Resources (JD-R) are among the models that can be employed to examine the studied relationship; however, some theoretical expansion is still needed in this field. This paper offers actionable suggestions for service organisations that deploy AI, policy considerations for regulators, and avenues for future research. It adds to the current literature on AI in service organisations, providing a basis for future work and practice in this ever-growing field.