Abstract:
Purpose
The purpose of this study was to assess the collective impact of human and machine
intelligence on the organizational performance of banking sector employees.
Methodology & Design
A quantitative, deductive research approach is applied for this research. Data is collected
through non-probability and convenient sampling techniques and the selected sample size was
351 for this study. The data was evaluated via a statistical tool name SMART PLS software in
which we further analyzed model means through Cronbach's Alpha, rho-A, AVE, and
composite reliability. For hypothesis testing, we utilized the bootstrapping technique.
Findings
The findings ofthis research signify the effect ofEl and CQ on employee performance but the
study also suggested there is an insignificant moderating impact of employee AT capability
while serving their customer in the external environment.
Limitations:
The definition of emotional and cultural attributes varies from respondent to respondent. Time
limitation was also another factor while conducting this research. The data is collected only by
Karachi-based banking employees in this way the findings are limited to location.
Recommendations
In an environment like Pakistan, there is a need to strengthen the employee emotional
affiliation towards customer experience by linking customer critique with employee delivery
of the services. So we can observe the significance of AJ capabilities and quality over
organizational outcomes more specifically external service performance
