Algorithmic Control, Job Crafting and Technologies-in- Practice; understanding employee adaptation to AI
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2025-06-27
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en
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As artificial intelligence (AI) increasingly becomes embedded in the workplace, it reshapes how employees experience autonomy and adapt their roles. This study examines the impact of AI-tools on job crafting and perceived autonomy among customer service employees in the banking sector. Using a qualitative, abductive approach, this research builds on the concepts of algorithmic control (Kellogg et al., 2020), job crafting (Wrzesniewski & Dutton, 2001) and a practice lens (Orlikowski, 2000) to explore how employees respond to constraints and opportunities introduced by AI implementations.
The findings show that while AI-tools often restrict freedom through standardised workflows and monitoring, employees do not passively accept these changes. Instead, they find subtle ways to adapt by emphasising their human strengths or reframing their roles. These adaptations show that AI is negotiated through daily practice rather than being imposed.
This study contributes to a better understanding of how employees navigate technological change and offers practical insights for organisations implementing AI in a way that supports employees, rather than undermining engagement.
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Faculteit der Managementwetenschappen