Role of Emotional and Artificial Intelligence on Employee Performance in Service Industry: A Review of Literature

Abstract

Artificial intelligence combined with the emotional intelligence are emerging as the primary game changers in the industry 4.0. Over the last two decades, the literature has focused on emotional intelligence as a human intelligence and artificial intelligence as an intelligent machine. To ensure future growth, an organisation looks to technological advances for support, but should still remain focused on developing the people resources that power the organisation and drive it forward by focusing on the two. Given the significance of these concepts in the DisRUPT business environment, the authors have made an attempt to examine their impact on employee performance. Thus, this conceptual research through the review of literature investigates the impact of Emotional and artificial intelligence (AI) on employee performance, particularly in the context of service industry.