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Gain or Pain: The Double‐Edged Sword Effect of Artificial Intelligence Adoption on Employee Service Performance

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This research demonstrates a curvilinear effect of AI on service performance, highlighting vigor and anxiety as key mediators.

AI adoption exhibits an inverted U-shaped relationship with employee service performance, mediated by vigor and anxiety.
The indirect effect via vigor is more significant in low proactive personality and organizational AI support scenarios.
In high proactive personality contexts, anxiety mediates the AI adoption impact on service performance more strongly.
Understanding these dynamics helps organizations optimize AI integration while considering employee well-being.

Quan et al. (2025) studied this question.

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