Sweta Saurabh – I Business Institute, Greater Noida, India
Sachi Dwivedi – I Business Institute, Greater Noida, India
Keywords:
Communication Satisfaction;
Job Satisfaction;
Job Performance;
ESG;
Artificial intelligence in retail
Abstract:
Purpose: This study explores how Environmental, Social, and Governance (ESG) frameworks and Artificial Intelligence (AI) technologies influence communication satisfaction, job satisfaction, and job performance in the retail sector.
Design/Methodology/Approach: Using a structured questionnaire, data was collected from 656 customer-facing employees in Delhi via convenience sampling. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were conducted using IBM AMOS 21.0.
Findings: Communication satisfaction positively affects job satisfaction and job performance. Job satisfaction mediates this relationship, while ESG and AI act as moderators, strengthening these effects.
Originality/Value: The study introduces ESG and AI as moderating variables in a less-explored communication-performance framework
8th International Scientific Conference on Recent Advances in Information Technology, Tourism, Economics, Management and Agriculture – ITEMA 2024 – Selected Papers, Hybrid (Zayed University, Dubai, UAE), October 24, 2024
ITEMA Selected Papers published by: Association of Economists and Managers of the Balkans – Belgrade, Serbia
ITEMA conference partners: Faculty of Economics and Business, University of Maribor, Slovenia; Faculty of Organization and Informatics, University of Zagreb, Varaždin; Faculty of Geography, University of Belgrade, Serbia; Institute of Marketing, Poznan University of Economics and Business, Poland; Faculty of Agriculture, Banat’s University of Agricultural Sciences and Veterinary Medicine ”King Michael I of Romania”, Romania
ITEMA Conference 2024 Selected Papers: ISBN 978-86-80194-90-5, ISSN 2683-5991, DOI: https://doi.org/10.31410/ITEMA.S.P.2024
Creative Commons Non Commercial CC BY-NC: This article is distributed under the terms of the Creative Commons Attribution-Non-Commercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission.
