Financial Services Employee Engagement and Attitude Toward Artificial Intelligence: Evidence From Sri Lanka

Abstract

This study examines the impact of financial services employees’ engagement on the attitude toward artificial intelligence (AI) in Sri Lanka. The model developed in this study comprises three constructs to demonstrate employee engagement (EE), namely, psychological state engagement (PSE), trait engagement (TE), and cognitive engagement (CE). Further, the model tests the moderating effect of age and gender on the relationship between EE and attitude toward AI. The authors conducted this research through a survey of 200 employees at Sri Lankan financial service firms. The findings indicate that EE substantially impacts attitudes regarding AI. Additionally, PSE, CE, and attribute engagement substantially affect how people feel about AI. Further, age has a moderating effect on the association between EE and attitude toward AI among financial services personnel. Based on the findings and discussion, the researcher recommends AI’s most significant importance in promoting a high level of engagement. The results would be helpful for both academic researchers and practitioners, especially HR managers, to understand the status of AI in Sri Lanka and formulate strategies to expedite EE.

Citation

Dewasiri, N.J., Pigera, A.K.M., Karunarathne, K.S.S.N. and Rathnasiri, M.S.H. (2023), "Financial Services Employee Engagement and Attitude Toward Artificial Intelligence: Evidence From Sri Lanka", Saini, A. and Garg, V. (Ed.) Transformation for Sustainable Business and Management Practices: Exploring the Spectrum of Industry 5.0, Emerald Publishing Limited, Leeds, pp. 231-245. https://doi.org/10.1108/978-1-80262-277-520231017