The Impact of AI-powered Services on Customer Satisfaction, Employee Performance, and Employee Work-life Balance Leading to Organizational Performance Growth
Keywords:
AI-powered services, customer satisfaction, employee performance, employee work-life balance, organizational performanceAbstract
The purpose of this research was to investigate the impact of AI-powered services on customer satisfaction, employee performance, employee work-life balance, leading to organizational performance growth in Bangkok. Four variables--customer satisfaction, employee performance, employee work-life balance and organizational performance--were obtained from secondary data analysis and an archive study method. 450 voluntary respondents provided the data by using the online survey form on four variables under study. The research findings revealed that employee work-life balance has an impact on employee performance; and customer satisfaction has impact on organizational performance. These results can definitely generate practical implications for AI-powered service operators in the sectors of education, retailing and healthcare. This research also acknowledges that the focus on Bangkok residents who interact with AI-powered services, would result in limited generalization to other contexts of AI-powered services.
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