The emerging and uncontested digitalization of services could lead to cognitive dissonance due to a misunderstanding of the new role of artificial intelligence at work : an empirical study conducted in Switzerland

Dubosson, Magali (School of Management Fribourg, HES-SO // University of Applied Sciences Western Switzerland) ; Fragnière, Emmanuel (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis); University of Bath, School of Management) ; Rochat, Denis (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Sitten, Marshall (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Berdeaux, Eric (Oxial)

AI enjoys a form of widespread adoption in all service sectors and is rarely questioned. In 2018, we conducted 62 semi-directive interviews with em-ployees in the service sector in French-speaking Switzerland to learn what they thought about the impact of digitalization and AI on their work. We see that employees do not make a distinction between AI and digitalization. Therefore, their own jobs are not at risk because their expertise cannot be replaced. It is also troubling to note that each digitalization at work is merely seen as a software upgrade that it is not accompanied by change manage-ment. It is as if no limits were set, with the risk that when digitisation does not work, the remaining employees will have to "take care of" the problems.


Conference Type:
full paper
Faculty:
Economie et Services
School:
HEG-FR
HEG-VS
Institute:
Institut Entrepreneuriat & Management
Subject(s):
Economie/gestion
Publisher:
Ceuta, Spain, 12-14 September 2019
Date:
2019-09
Ceuta, Spain
12-14 September 2019
Pagination:
17 p.
Published in:
Proceedings of the XXIX International RESER Conference 2019
Appears in Collection:

Note: The status of this file is: restricted


 Record created 2019-10-04, last modified 2019-12-02

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