AI-Driven Work Environments and Employee Well-Being: A Managerial Perspective in the Service Sector

Abstract

From a purely speculative concept, artificial intelligence has evolved into a reality in service organizations across the world, giving rise to questions regarding the implications of this for the workers within those organizations. This paper undertakes an in-depth examination of the influence of AI-based work environments on the well-being of service workers across various dimensions. With its emphasis on the service industry, including hospitality, retail banking, customer-contact organizations, and associated allied industries in the healthcare domain. In conclusion, the study identifies the implications of its findings for management and the scope for future research in the domain.