The effect of artificial intelligence robot gratitude expression on employee change-oriented organizational citizenship behavior: a symbolic interactionism perspective

Purpose This study investigates the influence mechanism of artificial intelligence (AI) robot gratitude expression on employee change-oriented organizational citizenship behavior (OCB). Design/methodology/approach To test proposed hypotheses, we conducted both experimental and field studies in China. Findings The experimental study reveals that AI robot gratitude expression increases organization-based self-esteem (OBSE), thereby increasing change-oriented OCB. The field study confirmed these findings and further revealed that the need for human interaction moderates both the relationship between AI robot gratitude expression and OBSE, and the indirect effect of AI robot gratitude expression on change-oriented OCB via OBSE. Practical implications Our findings suggest that expressing gratitude via AI robots is beneficial. Besides, organizations need to be mindful of individual characteristics, such as the need for human interaction. Originality/value This study extends previous research on gratitude expression by investigating how and when AI robot gratitude expression affect employees’ behavior outside their roles.