When humans stop thinking: tackling the silent threat of AI complacency in service operations — Le & Kunz (2026)
Purpose This research investigates the phenomenon of AI complacency – The employee's tendency to intentionally neglect validating AI-generated output even in the presence of systematic errors. It identifies the lack of monitoring accountability as the underlying driver of this phenomenon, assesses its consequences, and offers strategies for mitigation. Design/methodology/approach Grounded in contingency theory, this research employs six experimental studies (N = 1,370 participants), including one study with service employees across industries (N = 160 participants), to examine how…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.