... and self-efficacy theory, a research model that reflected the impacts of employee–AI interaction fluency on employee service performance was developed. This research model was then tested through two empirical studies using data collected from frontline employees in the delivery service industry...

...Ruhama Goussinsky Purpose The purpose of this research is to investigate the direct and moderating effect of negative affectivity (NA) (Study 1) and self‐efficacy (Study 2) on the relationship between customer verbal aggression and three forms of emotion‐focused coping strategies: behavioral...