Not yet human-reviewed
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Gain or Pain: The Double-Edged Sword Effect of Artificial Intelligence Adoption on Employee Service Performance
Citation. Quan, J., Li, Y., Zhang, M., & Wu, Z. (2025). Gain or Pain: The Double-Edged Sword Effect of Artificial Intelligence Adoption on Employee Service Performance. Journal of Organizational Behavior. https://doi.org/10.1002/job.70023
Summary. This peer-reviewed research tests how employee AI adoption relates to service performance through vigor and anxiety, drawing on affective events theory. Across a scenario-based experiment and a multi-wave, multi-source survey, the authors report an inverted U-shaped indirect relationship: AI adoption is associated with performance gains through vigor at lower-to-moderate levels and performance costs through anxiety as adoption increases. Proactive personality and organizational AI support condition the two indirect pathways.
Key claims
- AI adoption has an inverted U-shaped relationship with employee service performance through vigor and anxiety.
- The indirect curvilinear pathway through vigor is stronger when proactive personality and organizational AI support are low.
- The indirect curvilinear pathway through anxiety is more pronounced when proactive personality and organizational AI support are high.
Evidence & limitations
- The study combines a scenario-based experiment with a multi-wave, multi-source survey, supporting convergence across experimental and field-oriented evidence.
- The evidence concerns employee service performance and affective mechanisms; the article’s abstract does not establish that the pattern generalizes to other occupations, organizational contexts, or specific AI systems.