From worker empowerment to managerial control: The devolution of AI tools' intended positive implementation to their negative consequences

IF 5.7 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Information and Organization Pub Date : 2023-12-14 DOI:10.1016/j.infoandorg.2023.100498
Emmanuel Monod , Anne-Sophie Mayer , Detmar Straub , Elisabeth Joyce , Jiayin Qi
{"title":"From worker empowerment to managerial control: The devolution of AI tools' intended positive implementation to their negative consequences","authors":"Emmanuel Monod ,&nbsp;Anne-Sophie Mayer ,&nbsp;Detmar Straub ,&nbsp;Elisabeth Joyce ,&nbsp;Jiayin Qi","doi":"10.1016/j.infoandorg.2023.100498","DOIUrl":null,"url":null,"abstract":"<div><p>AI systems are increasingly being deployed in organizations to support customer service (CS) departments. However, in practice, the introduction of AI tools often fails to meet these expectations and results in negative consequences, such as worker resistance and dissatisfaction. Yet we have little understanding of the process of how and why initially positive design intentions of AI tools result in negative consequences. Building on a qualitative in-depth case study of a Chinese firm introducing an AI tool in sales, we found that whereas the AI tool's initial design seemingly intended to lead to salespeople's empowerment and first achieved respective outcomes, over time the tool was appropriated for managerial control. We show that this devolution emerged organically from a growing managerial awareness of the affordances that the AI tool offered managers to perform their work better. Our study contributes to the literature on AI by highlighting the potential dangers of AI tools and emphasizing the importance of including workers in the AI tool's design and implementation phases.</p></div>","PeriodicalId":47253,"journal":{"name":"Information and Organization","volume":"34 1","pages":"Article 100498"},"PeriodicalIF":5.7000,"publicationDate":"2023-12-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S1471772723000520/pdfft?md5=16559c5998940d5bcf7db0034758d654&pid=1-s2.0-S1471772723000520-main.pdf","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Information and Organization","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S1471772723000520","RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"INFORMATION SCIENCE & LIBRARY SCIENCE","Score":null,"Total":0}
引用次数: 0

Abstract

AI systems are increasingly being deployed in organizations to support customer service (CS) departments. However, in practice, the introduction of AI tools often fails to meet these expectations and results in negative consequences, such as worker resistance and dissatisfaction. Yet we have little understanding of the process of how and why initially positive design intentions of AI tools result in negative consequences. Building on a qualitative in-depth case study of a Chinese firm introducing an AI tool in sales, we found that whereas the AI tool's initial design seemingly intended to lead to salespeople's empowerment and first achieved respective outcomes, over time the tool was appropriated for managerial control. We show that this devolution emerged organically from a growing managerial awareness of the affordances that the AI tool offered managers to perform their work better. Our study contributes to the literature on AI by highlighting the potential dangers of AI tools and emphasizing the importance of including workers in the AI tool's design and implementation phases.

查看原文
分享 分享
微信好友 朋友圈 QQ好友 复制链接
本刊更多论文
从工人赋权到管理控制:人工智能工具从预期的积极实施到消极后果的演变
人工智能系统越来越多地部署在组织中,以支持客户服务(CS)部门。然而,在实践中,人工智能工具的引入往往不能满足这些期望,并导致负面后果,例如工人的抵制和不满。然而,我们对人工智能工具最初的积极设计意图如何以及为什么会导致消极后果的过程知之甚少。在对一家中国公司在销售中引入人工智能工具的定性深入案例研究的基础上,我们发现,尽管人工智能工具的初始设计似乎旨在赋予销售人员权力,并首先实现各自的结果,但随着时间的推移,该工具被用于管理控制。我们表明,这种权力下放有机地出现在日益增长的管理意识中,即人工智能工具为管理人员提供了更好的工作。我们的研究通过强调人工智能工具的潜在危险,并强调在人工智能工具的设计和实施阶段包括工人的重要性,为人工智能文献做出了贡献。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
求助全文
约1分钟内获得全文 去求助
来源期刊
CiteScore
11.20
自引率
1.60%
发文量
18
期刊介绍: Advances in information and communication technologies are associated with a wide and increasing range of social consequences, which are experienced by individuals, work groups, organizations, interorganizational networks, and societies at large. Information technologies are implicated in all industries and in public as well as private enterprises. Understanding the relationships between information technologies and social organization is an increasingly important and urgent social and scholarly concern in many disciplinary fields.Information and Organization seeks to publish original scholarly articles on the relationships between information technologies and social organization. It seeks a scholarly understanding that is based on empirical research and relevant theory.
期刊最新文献
Stability and change in digital transformation: A repertoire model of institutionally embedded technology affordances Virtual social contagion in online support communities Transformed knowledge work infrastructures in times of forced remote work Editorial Board Digital innovation, platforms, and global strategy
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
现在去查看 取消
×
提示
确定
0
微信
客服QQ
Book学术公众号 扫码关注我们
反馈
×
意见反馈
请填写您的意见或建议
请填写您的手机或邮箱
已复制链接
已复制链接
快去分享给好友吧!
我知道了
×
扫码分享
扫码分享
Book学术官方微信
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术
文献互助 智能选刊 最新文献 互助须知 联系我们:info@booksci.cn
Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。
Copyright © 2023 Book学术 All rights reserved.
ghs 京公网安备 11010802042870号 京ICP备2023020795号-1