客服中心员工感知AI焦虑对职场物化的影响：控制感的中介效应
The Impact of Perceived AI Anxiety on Workplace Alienation among Customer Service Center Employees: The Mediating Effect of Perceived Control
DOI: 10.12677/ap.2024.1412929, PDF,   
作者: 郭 雯：济南大学教育与心理科学学院，山东 济南
关键词: AI焦虑；职场物化；控制感；AI Anxiety； Workplace Alienation； Perceived Control
摘要: 本文通过调查上海、成都、西安三个城市的客服中心员工对AI技术和产品应用的现状，探究AI焦虑对其职场物化的影响机制及控制感的中介作用。采用问卷法对407名企业员工进行调查，了解其职场物化现状以及对各变量的相关度进行分析，结果表明：1) 控制感与AI焦虑、职场物化均为显著负相关，AI焦虑和职场物化之间为显著正相关。2) AI焦虑正向预测职场物化(β = 0.71, P < 0.001)；控制感负向预测职场物化(β = −0.097, P < 0.001)，且中介效应成立。结论：AI焦虑、控制感与职场物化有关，控制感能够部分中介相对剥夺感对攻击性的影响。
Abstract: By investigating the current state of AI technology and product application among customer service center employees in three cities, namely Shanghai, Chengdu, and Xi, this study explores the impact of AI anxiety on workplace alienation and the mediating role of perceived control. A questionnaire survey was conducted among 407 employees to understand their workplace alienation status and analyze the correlations between variables. The results show that: 1) Perceived control is significantly negatively correlated with AI anxiety and workplace alienation, and there is a significant positive correlation between AI anxiety and workplace alienation. 2) AI anxiety positively predicts workplace alienation (β = 0.71, P < 0.001); perceived control negatively predicts workplace alienation (β = −0.097, P < 0.001), and mediating effect is established. Conclusion: AI anxiety and perceived control are related to workplace alienation, and perceived control can partially mediate the impact of relative deprivation on aggression.
文章引用：郭雯 (2024). 客服中心员工感知AI焦虑对职场物化的影响：控制感的中介效应. 心理学进展, 14(12), 619-625. https://doi.org/10.12677/ap.2024.1412929

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