Perceived AI support and work outcomes: testing the mediating role of job crafting in AI-supported work

Organizations increasingly adopt Artificial Intelligence (AI) to gain competitive advantages, but anticipated benefits may not materialize when employee needs and work design aspects are neglected. Job crafting-employees' self-initiated work adjustments-may represent an important mechanism linking perceived AI support with work outcomes, but its role in the context of AI-supported work remains underexplored. Drawing on job demands-resources theory, this cross-sectional study examines relationships between perceived AI support, approach and avoidance crafting, and how these pathways may mediate associations with job satisfaction, perceived productivity, work engagement, turnover intentions, and burnout.

Data were collected via an online survey of employees engaged in information and knowledge work in Germany, who use AI systems (n = 695). Using structural equation modeling, a mediation model with approach and avoidance crafting as parallel mediators was tested.

Results revealed that perceived AI support was positively associated with both approach and avoidance crafting. Approach crafting emerged as a dominant pathway, being positively associated with job satisfaction, work engagement, and perceived productivity and negatively associated with burnout and turnover intentions. Avoidance crafting showed contrary associations. Total effects of AI support through approach and avoidance crafting indicated associations with increased job satisfaction, perceived productivity and work engagement, and reduced burnout.

These findings extend job crafting theory to AI-supported work by indicating that perceived AI support functions as a job resource that is associated with distinct crafting pathways. Organizations should implement AI systems that employees perceive as supportive, thereby providing a resource that enables job crafting, and further promote approach over avoidance crafting through corresponding work design measures and targeted personnel development.