Acting Smart with AI

Description

This study examines how salespeople’s AI use influences sales performance through emotional labor. We hypothesized that AI use increases deep acting and reduces surface acting, thereby improving sales performance. We also proposed that challenge appraisal strengthens these benefits, whereas hindrance appraisal weakens them. Data were collected from salespeople and their supervisors across three waves at two-week intervals. Employees reported AI use, appraisals, emotional labor, and demographics; supervisors rated sales performance. The final dataset contains 398 matched cases. The results supported all hypotheses. AI use was associated with more deep acting, less surface acting, and better sales performance through both pathways. Challenge appraisal strengthened the deep-acting pathway, while hindrance appraisal weakened the surface-acting pathway.

Institutions

• University of International Business and Economics

  Beijing, Beijing

Categories

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