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Purpose This study aims to explore the relationship between artificial intelligence (AI) awareness and physical and psychological withdrawal behaviors of enterprises employees through the mediating roles of job security and emotional exhaustion as well as the moderating role of emotional intelligence. Design/methodology/approach Data were collected through a self-administered questionnaire from six fields with the highest level of AI application with a sample of 1,129 Vietnamese enterprises employees. Data were analyzed using SmartPLS, a bootstrapping technique was used to analyze the data. The mediating effect of job security and emotional exhaustion and the moderating effect of emotional intelligence were performed. Findings The research showed that the proposed moderated mediation model was accepted because the relationships between the constructs were statistically significant. The results of the data analysis supported a positive relationship between AI awareness and physical and psychological withdrawal behaviors, as well as a mediating effect of job security and emotional exhaustion. The findings also confirmed that there is a moderating effect of emotional intelligence between AI awareness and job security, emotional exhaustion, physical and psychological withdrawal behaviors. Research limitations/implications Sample data was only collected at a few Vietnamese enterprises in six fields with the highest level of AI application which are e-commerce, transportation and logistics, education, real estate, finance and agriculture, which may be limiting generalizability of research results. Practical implications This study offers several practical and useful management implications, such as anticipating negative attitudes, feelings and behaviors of employees to prepare a response plan; conducting interviews, investigate employees’ AI awareness and do their best to minimize its negative effects on employees’ psychological states and behaviors; and paying attention to recruiting and selecting employees with good emotional intelligence. Originality/value This study contributes to the growing literature on AI by elucidating the mediating roles of job insecurity and emotional exhaustion in the relationship between AI awareness and physical and psychological withdrawal behavior. This study also makes a significant step forward in examining the moderating mechanisms of emotional intelligence in attenuating the effects of AI awareness on job insecurity, emotional exhaustion, physical and psychological withdrawal behavior.
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