Fear at the Frontline - or not? A Mixed-Method Study on the Effects of Technological Advancements on Frontline Employees' Psychological Safety

Sammanfattning

In recent years, artificial intelligence and automation (AI-A) have advanced rapidly and are now among the most transformative forces reshaping business models and organizational practices. As these technologies continue to evolve and become more embedded in the workplace, their impact on employee well-being has drawn increasing attention. Psychological safety (PS), defined as the shared belief that the work environment is safe for interpersonal risk-taking, has emerged as a critical factor for employee engagement, learning, and adaptability in times of change. This thesis explores how frontline employees (FLEs) perceive AI and automation and how these perceptions influence their psychological safety. In addition, the study investigates the moderating role of general job insecurity (JI) in this relationship. Guided by established theories and prior research, the study addresses two central research questions: (1) How do perceptions and attitudes toward technological advancements affect psychological safety among frontline employees? and (2) How does the degree of perceived job insecurity influence this relationship? Using a mixed-method approach, the study combines survey responses from frontline employees in retail and warehouse settings with qualitative interviews involving both managers and associates. The results suggest that psychological safety is negatively influenced by AI-A and this relationship is moderated by job insecurity. Specifically, employees who already experience job insecurity in their workplace appear less affected by the additional pressure introduced by technological advancements. Qualitative findings further enrich these results, revealing a diversity of perspectives among employees, some view AI-A as a distant or future issue, while others lack awareness of how it is currently implemented. Notably, several participants perceive AI-A as a neutral or even supportive tool, rather than a threat. These findings highlight the importance of safeguarding the psychological safety of frontline employees as a critical factor in successfully navigating technological advancements.