When Conscientious Employees Meet Intelligent Machines: An Integrative Approach Inspired by Complementarity Theory and Role Theory

Over the past century, conscientiousness has become seen as the preeminent trait for predicting performance. This consensus is due in part to these employees’ ability to work with traditional 20th-century technology. Such pairings balance the systematic nature of conscientious employees with the technology’s need for user input and direction to perform tasks—resulting in a complementary match. However, the 21st century has seen the incorporation of intelligent machines (e.g., artificial intelligence, robots, and algorithms) into employees’ jobs. Unlike traditional technology, these new machines are equipped with the capability to make decisions autonomously. Thus, their nature overlaps with the orderliness subdimension of conscientious employees—resulting in a non-complementary mismatch. This calls into question whether the consensus about conscientious employees’ effectiveness with 20th-century technology applies to 21st-century jobs. Integrating complementarity and role theory, we refine this consensus. Across three studies using distinct samples (an experience sampling study, a field experiment, and an online experiment from working adults in Malaysia, Taiwan, and the United States), each focused on a different type of intelligent machine, we show not only that using intelligent machines has benefits and consequences, but, importantly, that conscientious (i.e., orderly) employees are less likely to benefit from working with them.