The impact of AI service failure on human employee behavior and customer service performance

Date published

2025-12-31

Free to read from

2025-04-24

Supervisor/s

Journal Title

Journal ISSN

Volume Title

Publisher

Emerald

Department

Type

Article

ISSN

0959-6119

Format

Citation

Tian J, Lin H, Tourky M, Cheng B. (2025) The impact of AI service failure on human employee behavior and customer service performance. International Journal of Contemporary Hospitality Management, Available online 21 April 2025

Abstract

Purpose: This study aims to investigate how and when artificial intelligence (AI) service failure stimulates employees’ differentiated work behaviors.

Design/methodology/approach: A multi-wave, multi-source survey involving 284 employee-supervisor pairs was conducted across 15 four-star and five-star hotels in Guangzhou, China. Hierarchical multiple regression analysis was used to test the hypotheses.

Findings: Findings suggest that AI service failure induces schadenfreude toward the organization among employees with low perceived insider status, which then leads to procrastination behavior; however, it triggers sympathy toward the organization among employees with high perceived insider status, which further results in proactive customer service performance (PCSP).

Practical implications: Their work offers practical insights for tourism and hospitality companies on promoting PCSP and reducing procrastination behaviors among service employees in response to AI service failures.

Originality/value: By incorporating perceived insider status as a moderator, and examining the mediating roles of schadenfreude and sympathy toward the organization, this research enhances the theoretical understanding of AI service failure and its consequences from the employee perspective.

Description

Software Description

Software Language

Github

Keywords

35 Commerce, Management, Tourism and Services, 3504 Commercial Services, 3506 Marketing, 3507 Strategy, Management and Organisational Behaviour, Sport, Leisure & Tourism, 3504 Commercial services, 3506 Marketing, 3508 Tourism, AI service failure, Perceived insider status, Procrastination behavior, Proactive customer service performance

DOI

Rights

Attribution 4.0 International

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