Exploring the Impact of AI-Driven Changes in Workforce Stability and Job Roles in the Service Sector

IPEM Journal Management > Exploring the Impact of AI-Driven Changes in Workforce Stability and Job Roles in the Service Sector

Exploring the Impact of AI-Driven Changes in Workforce Stability and Job Roles in the Service Sector

Disha Jain, Dr. Ranjeet Kumar Mishra,

Vol 20 , Issue 1 , July 2026 | Pages: 56-61

DOI: 10.61691/IPEM_Mgmt.20.2026.56-61

Published Online: July, 2026

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Author Details

  1. Disha Jain
    Assistant Professor, School of Commerce, Finance and Accountancy Christ (Deemed to be University), Delhi-NCR campus Uttar Pradesh, India
    Email: vsbuild7@gmail.com

  2. Dr. Ranjeet Kumar Mishra
    Associate Professor, School of Commerce, Finance and Accountancy Christ (Deemed to be University), Delhi-NCR campus Uttar Pradesh, India
    Email Id: ranjeetkumar.mishra@christuniversity.in

This research aims to explore AI driven changes and their potential influence on job displacement in several industries including Information Technology (IT), Banking, Health Care, Educational Services and Customer Service. To accomplish this objective, a survey was performed with 100 employees, measuring five dimensions related to AI: AI Awareness; Job Effectiveness; Skills Competence; Employability; and Psychological Impact. An analysis of data obtained from the survey was performed using Descriptive statistics, Reliability tests, Exploratory factor analysis, Performance component analysis and Linear regression methods to examine how demographic variables like Industry, job role, work of experience affected these dimensions. While the majority of respondents believed that AI enhances job efficiency and supports skill development, they expressed moderate levels of concern about possible changes to their jobs due to the advent of AI and possible loss of employment due to automation. All dimensions, except skill competence, showed statistical significance with the job type. The findings highlight the need for employees to continuously upskill to stay in the industry and for employers to provide supportive policies, clear communication and a balanced integration of AI and human expertise to develop a sustainable workforce.

Keywords: Artificial Intelligence, Job Displacement, Workforce Transformation, Employees perceptions, Human-AI Collaboration

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