AI is reshaping workplaces, particularly in retail. Researchers explored how AI service quality impacts retail employees’ innovation, job fit, and satisfaction. Findings show when employees perceive AI as reliable and empathetic, they are more likely to engage in innovative behavior. AI’s adaptability also plays a crucial role in enhancing service quality. While reliability strongly supports innovation, transparency and responsiveness had less influence than expected. Empathy in AI systems was found to have a significant positive effect on employee innovation, creating a more engaging work environment. The study underscores AI’s potential to drive service innovation in retail.
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