Table 3 Variables for proposed...

Table 3

Variables for proposed conceptual framework in FLE psychological responses to AI integration in service delivery

Studies	Independent variables					Moderator							Mediating variables							Outcome variables
	AI task and knowledge		FLE characteristics and role			Organization related attributes							Cognitive appraisal			Emotion				Intention and behavioral outcome
	TC	KC	JR	AGD	TP	L	T	OC	IRC	CPC	POS	FEI	R	BR	JS	A	C	Lo	D	AIA	TOI	FP
Abdelhakim et al. (2023)	*	*						*
Abubakar et al. (2019)						*
Arias-Pérez and Vélez-Jaramillo (2022a)								*							*
Arias-Pérez and Vélez-Jaramillo (2022b)								*							*
Behn et al. (2024)														*				*	*	*
Bhattacharyya (2023)	*										*	*		*	*			*		*
Boustani (2022)	*							*
Brougham and Haar (2018)				*																	*
Cao et al. (2021)						*											*
Cheng et al. (2023)		*															*		*	*
Chiu et al. (2021)																*		*
Chowdhury et al. (2022)							*						*
Dang and Liu (2022)																*
Ding, L. (2021)															*
Do et al. (2023)	*	*						*		*			*			*	*	*	*	*		*
Dutta et al. (2023)	*			*								*	*									*
Garrelfs et al. (2023)	*	*						*		*	*		*	*
Gkinko and Elbanna (2022)												*					*	*	*
Gkinko and Elbanna (2023)													*			*	*
He et al. (2024)		*																*	*			*
He et al. (2025)		*
Hornung and Smolnik (2022)															*	*	*	*	*
Im and Kim (2022)	*	*			*										*							*
Kang et al. (2024)															*						*
Kang et al. (2023)					*																	*
Kar and Kushwaha (2023)
Khaliq et al. (2022)										*
Khoa et al. (2023)									*		*		*
Kong et al. (2021)								*							*
Koo et al. (2021)	*											*
Leung et al. (2023)	*	*											*	*						*
Li et al. (2024)	*	*										*								*
Li et al. (2019)										*	*
Li et al. (2019)	*		*			*		*						*						*		*
Liang et al. (2022)			*														*			*
Lin et al. (2022)					*									*								*
Lingmont and Alexiou (2020)								*
Loureiro et al. (2023)												*	*		*
Madan and Ashok (2024)										*			*	*
Makridis and Han (2021)				*				*				*	*								*
Malik et al. (2022)					*	*								*								*
Mirbabaie et al. (2022)															*
Motamarri et al. (2020)		*			*									*								*
Nam (2019)				*											*						*
Nguyen et al. (2023)		*					*					*		*					*
Paluch et al. (2022)
Park et al. (2024)	*												*	*	*	*	*	*	*	*
Parvez et al. (2022)			*	*	*													*		*	*	*
Pillai et al. (2024)		*															*	*		*
Prentice et al. (2020)	*
Prentice et al. (2023)				*								*			*						*
Presbitero and Teng-Calleja (2023)				*																	*
Qiu et al. (2022)						*										*	*
Sattu et al. (2024)					*		*						*	*	*				*	*
Saxena and Mishra (2025)												*
Shamim et al. (2023)							*						*
Song et al. (2024)	*	*								*	*				*			*	*			*
Song et al. (2022)								*						*
Suseno et al. (2022)						*											*
Tojib et al. (2023)	*	*													*				*
Tong et al. (2021)					*									*								*
Vasiljeva et al. (2021)		*										*
Vatan and Dogan (2021)				*																	*
Verma and Singh (2022)	*	*												*
Verma and Singh (2022)						*
Vorobeva et al. (2022)					*																	*
Wang et al. (2023a, b)												*						*
Wang et al. (2023a, b)	*											*			*
Wijayati et al. (2022)						*
Willems et al. (2023)	*		*								*	*		*	*			*	*	*		*
You et al. (2018)													*
Zhang and Jin (2023)			*																	*
Zhao et al. (2023)									*
Zhu and Kanjanamekanant (2023)	*														*				*		*
Zhu et al. (2021)				*											*		*				*
Zirar et al. (2023)	*	*			*															*

Studies	Independent variables					Moderator							Mediating variables							Outcome variables
	AI task and knowledge		FLE characteristics and role			Organization related attributes							Cognitive appraisal			Emotion				Intention and behavioral outcome
	TC	KC	JR	AGD	TP	L	T	OC	IRC	CPC	POS	FEI	R	BR	JS	A	C	Lo	D	AIA	TOI	FP
Abdelhakim et al. (2023)	*	*						*
Abubakar et al. (2019)						*
Arias-Pérez and Vélez-Jaramillo (2022a)								*							*
Arias-Pérez and Vélez-Jaramillo (2022b)								*							*
Behn et al. (2024)														*				*	*	*
Bhattacharyya (2023)	*										*	*		*	*			*		*
Boustani (2022)	*							*
Brougham and Haar (2018)				*																	*
Cao et al. (2021)						*											*
Cheng et al. (2023)		*															*		*	*
Chiu et al. (2021)																*		*
Chowdhury et al. (2022)							*						*
Dang and Liu (2022)																*
Ding, L. (2021)															*
Do et al. (2023)	*	*						*		*			*			*	*	*	*	*		*
Dutta et al. (2023)	*			*								*	*									*
Garrelfs et al. (2023)	*	*						*		*	*		*	*
Gkinko and Elbanna (2022)												*					*	*	*
Gkinko and Elbanna (2023)													*			*	*
He et al. (2024)		*																*	*			*
He et al. (2025)		*
Hornung and Smolnik (2022)															*	*	*	*	*
Im and Kim (2022)	*	*			*										*							*
Kang et al. (2024)															*						*
Kang et al. (2023)					*																	*
Kar and Kushwaha (2023)
Khaliq et al. (2022)										*
Khoa et al. (2023)									*		*		*
Kong et al. (2021)								*							*
Koo et al. (2021)	*											*
Leung et al. (2023)	*	*											*	*						*
Li et al. (2024)	*	*										*								*
Li et al. (2019)										*	*
Li et al. (2019)	*		*			*		*						*						*		*
Liang et al. (2022)			*														*			*
Lin et al. (2022)					*									*								*
Lingmont and Alexiou (2020)								*
Loureiro et al. (2023)												*	*		*
Madan and Ashok (2024)										*			*	*
Makridis and Han (2021)				*				*				*	*								*
Malik et al. (2022)					*	*								*								*
Mirbabaie et al. (2022)															*
Motamarri et al. (2020)		*			*									*								*
Nam (2019)				*											*						*
Nguyen et al. (2023)		*					*					*		*					*
Paluch et al. (2022)
Park et al. (2024)	*												*	*	*	*	*	*	*	*
Parvez et al. (2022)			*	*	*													*		*	*	*
Pillai et al. (2024)		*															*	*		*
Prentice et al. (2020)	*
Prentice et al. (2023)				*								*			*						*
Presbitero and Teng-Calleja (2023)				*																	*
Qiu et al. (2022)						*										*	*
Sattu et al. (2024)					*		*						*	*	*				*	*
Saxena and Mishra (2025)												*
Shamim et al. (2023)							*						*
Song et al. (2024)	*	*								*	*				*			*	*			*
Song et al. (2022)								*						*
Suseno et al. (2022)						*											*
Tojib et al. (2023)	*	*													*				*
Tong et al. (2021)					*									*								*
Vasiljeva et al. (2021)		*										*
Vatan and Dogan (2021)				*																	*
Verma and Singh (2022)	*	*												*
Verma and Singh (2022)						*
Vorobeva et al. (2022)					*																	*
Wang et al. (2023a, b)												*						*
Wang et al. (2023a, b)	*											*			*
Wijayati et al. (2022)						*
Willems et al. (2023)	*		*								*	*		*	*			*	*	*		*
You et al. (2018)													*
Zhang and Jin (2023)			*																	*
Zhao et al. (2023)									*
Zhu and Kanjanamekanant (2023)	*														*				*		*
Zhu et al. (2021)				*											*		*				*
Zirar et al. (2023)	*	*			*															*

Note(s): Independent variables: AI Task and Knowledge (TC; Task characteristics, KC; Knowledge characteristics), FLE Characteristics and Role (JR; Job role, AGD; Age and Generational Differences, TP; Technical proficiency)

Moderator: Organization-related attributes (L; leadership, T; transparency, OC; organizational culture, IRC; industrial relations climate, CPC; competitive psychological climate, POS; perceived organizational support, FEI; FLE engagement inititiatives)

Mediating variable: Cognitive Appraisal (R; relationships, BR; AI benefits and risks, JS; job security), Emotion (A; achievement, C; challenge, Lo; loss, D; deterrence)

Outcome variables: Intention and behavioral outcome (AIA; AI adoption, TOI; turn-over intention, FP; FLE performance)

Source(s): Authors’ own work

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