When Humans Stop Thinking: Tackling the Silent Threat of AI Complacency in Service Operations
Date
Authors
Le, Khanh Bao Quang
Kunz, Werner H
Supervisor
Item type
Journal Article
Degree name
Journal Title
Journal ISSN
Volume Title
Publisher
Emerald
Abstract
Purpose This research investigates the phenomenon of AI complacency – The employee's tendency to intentionally neglect validating AI-generated output even in the presence of systematic errors. It identifies the lack of monitoring accountability as the underlying driver of this phenomenon, assesses its consequences, and offers strategies for mitigation. Design/methodology/approach Grounded in contingency theory, this research employs six experimental studies (N = 1,370 participants), including one study with service employees across industries (N = 160 participants), to examine how insufficient monitoring accountability facilitates the emergence of AI complacency. The research explores both the causal mechanisms and the boundary conditions that modulate this effect. Findings The results show that the primary driver of AI complacency is the lack of accountability in monitoring AI-generated outputs. This complacency leads to detrimental work-related outcomes, such as increased commission errors and a diminished willingness to evaluate AI-generated outputs critically. The research also identifies situational factors that exacerbate and buffer these effects. Practical implications The findings highlight the critical need for organizations to implement systemic accountability frameworks that ensure employees actively engage with and oversee AI-generated output. Originality/value This research is among the first to examine AI complacency in the context of service provision empirically. It provides a theoretical framework, robust empirical evidence, and practical recommendations for improving Employee-AI collaboration in service provision, contributing to both academic discourse and managerial practice.Description
Keywords
1503 Business and Management, 1505 Marketing, 1506 Tourism, Marketing, 3506 Marketing, 3507 Strategy, management and organisational behaviour, Artificial intelligence, AI monitoring accountability, AI complacency, Contingency theory, Confabulated information
Source
Journal of Service Management, ISSN: 1757-5818 (Print); 1757-5826 (Online), Emerald, 37(6), 78-118. doi: 10.1108/josm-05-2025-0262
Rights statement
© Khanh Bao Quang Le and Werner H. Kunz. Published by Emerald Publishing Limited. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at https://creativecommons.org/licenses/by/4.0/