The Impact of Artificial Intelligence on Hospitality Employees’ Work Outcomes

Year 2023, , 505 - 526, 11.12.2023

Aslı Ersoy , Rüya Ehtiyar

https://doi.org/10.30519/ahtr.1264966

Cited By: 3

Abstract

The aim of this systematic literature review is to analyze the existing literature on the impact of artificial intelligence (AI) on employee work outcomes in the hospitality industry context. This paper systematically reviews the association between AI and employee work outcomes through an extensive literature review of published peer-reviewed English articles. Eighteen articles have been found in 12 journals and analyzed through deductive approach. The findings were synthesized into three major themes: enablers or inhibitors of AI adoption, the type of AI-related technique, outcomes of AI adoption. Well-being, turnover intention, and job engagement were identified as the most significant and most commonly studied outcomes of AI adoption.

Keywords

artificial intelligence, systematic literature review, hospitality employees, work outcomes

Supporting Institution

-

Project Number

-

References

• Agarwal, M., Yadav, A., & Kumar Sharma, S. (2021). Role of artificial intelligence on job engagement and employee behavior in an organization. Paper presented at the International Conference on Embracing Change & Transformation-Breakthrough Innovation and Creativity, 23-25 March.
• Alansari, H., Gerwe, O., & Razzaque, A. (2021). Role of artificial intelligence during the Covid-19 Era. In A. Musleh Al-Sartawi (Ed.), The Big Data-Driven Digital Economy: Artificial and Computational Intelligence (pp. 157-173). Springer Nature, Cham, Switzerland.
• Al-Haddad, S., & Kotnour, T. (2015). Integrating the organizational change literature: A model for successful change. Journal of Organizational Change Management, 28(2), 234-262.
• Alsheibani, S., Cheung, Y., & Messom, C. (2018). Artificial intelligence adoption: AI-readiness at firm-level. PACIS Proceedings, 37.
• Alsheibani, S., Messom, C., & Cheung, Y. (2020). Re-thinking the competitive landscape of artificial intelligence. Paper presented at the Proceedings of the 53rd Hawaii international conference on system sciences.
• Armenakis, A.A., & Bedeian, A.G. (1999). Organizational change: a review of theory and research in the 1990s. Journal of Management, 25(3), 293-315.
• Battilana, J., Gilmartin, M., Sengul, M., Pache, A.C., & Alexander, J.A. (2010). Leadership competencies for implementing planned organizational change. The Leadership Quarterly, 21(3), 422-438.
• Behl, A., Chavan, M., Jain, K., Sharma, I., Pereira, V.E., & Zhang, J.Z. (2021). The role of organizational culture and voluntariness in the adoption of artificial intelligence for disaster relief operations. International Journal of Manpower, 43(2), 569-586.
• Borges, A.F.S., Laurindo, F.J.B., Spínola, M.M., Gonçalves, R.F., & Mattos, C.A. (2021). The strategic use of artificial intelligence in the digital era: Systematic literature review and future research directions. International Journal of Information Management, 57, 102225.
• Bowen, J., & Morosan, C. (2018). Beware hospitality industry: The robots are coming. Worldwide Hospitality and Tourism Themes, 10(6), 726-733.
• Braganza, A., Chen, W., Canhoto, A., & Sap, S. (2021). Productive employment and decent work: The impact of AI adoption on psychological contracts, job engagement and employee trust”. Journal of Business Research, 131, 485-494.
• Brougham, D., & Haar, J. (2018). Smart technology, artificial intelligence, robotics, and algorithms (STARA): Employees' perceptions of our future workplace. Journal of Management and Organization, 24(2), 239-257.
• Budhwar, P., Malik, A., De Silva, M.T., & Thevisuthan, P. (2022). Artificial intelligence–challenges and opportunities for international HRM: A review and research agenda. The International Journal of Human Resource Management, 33(6), 1065-1097.
• Castellacci, F., & Viñas-Bardolet, C. (2019). Internet use and job satisfaction. Computers in Human Behavior, 90, 141–152.
• Chatterjee, S., Rana, N.P., Dwivedi, Y.K., & Baabdullah, A.M. (2021). Understanding AI adoption in manufacturing and production firms using an integrated TAM-TOE model. Technological Forecasting & Social Change, 170, 120880.
• Choi, M., & Ruona, W. E. A. (2011). Individual readiness for organizational change and its implications for human resource and organization development. Human Resource Development Review, 10(1), 46-73.
• Cohen, S. G., & Bailey, D. E. (1997). What makes teams work: Group effectiveness research from the shop floor to the executive suite. Journal of Management, 23(3), 39-290.
• Dasgupta, A., & Wendler, S. (2019). AI adoption strategies. Retrieved September 18, 2022 from https://www.ctga.ox.ac.uk/files/aiadoptionstrategies-march2019.pdf
• Ding, L. (2021). Employees’ challenge-hindrance appraisals toward STARA awareness and competitive productivity: A micro-level case. International Journal of Contemporary Hospitality Management, 33(9), 2950-2969.
• Fountaine, T., McCarthy, B., & Saleh, T. (2019). Building the AI-powered organization. Harvard Business Review, 97(4), 62-73.
• Friday, E., & Friday, S.S. (2003). Managing diversity using a strategic planned change approach. Journal of Management Development, 22(10), 863-880.
• Fu, C.J., & Cheng, C.I. (2014). Unfulfilled expectations and promises, and behavioral outcomes. International Journal of Organizational Analysis, 22(1), 61-75.
• Fu, S., Zheng, X., & Wong, I.A. (2022). The perils of hotel technology: The robot usage resistance model. International Journal of Hospitality Management, 102, 103174.
• Fung, H. P. (2014). Relationships among team trust, team cohesion, team satisfaction, team effectiveness and project performance as perceived by project managers in Malaysia. Australian Journal of Basic and Applied Sciences, 8(8), 205-216.
• Gandomi, A., & Haider, M. (2015). Beyond the hype: big data concepts, methods, and analytics. International Journal of Information Management, 35(2), 137-144.
• Garcia-Morales, V. J., Bolivar-Ramos, M. T., & Martin-Rojas, R. (2014). Technological variables and absorptive capacity's influence on performance through corporate entrepreneurship. Journal of Business Research, 67(7), 1468–1477.
• Hassan, A.T. (2018). Organizational change management: A literature review. SSRN Electronic Journal. https://dx.doi.org/10.2139/ssrn.3135770
• Hirschi, A. (2018). The Fourth Industrial Revolution: Issues and implications for career research and practice. Career Development Quarterly, 66(3), 192-204.
• Huang, A., Chao, Y., de la Mora Velasco, E., Bilgihan, A., & Wei, W. (2022). When artificial intelligence meets the hospitality and tourism industry: An assessment framework to inform theory and management. Journal of Hospitality and Tourism Insights, 5(5), 1080-1100.
• Huang, M. H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155-172.
• Iacovou, C.L., Benbasat, I., & Dexter, A.S. (1995). Electronic data interchange and small organizations: adoption and impact of technology. MIS Quarterly, 19(4), 465-85.
• Ivanov, S. H., Webster, C., & Berezina, K. (2017). Adoption of robots and service automation by tourism and hospitality companies. Revista Turismo & Desenvolvimento, 27(28), 1501-1517.
• Jaiswal, A., Arun, C. J., & Varma, A. (2022). Rebooting employees: upskilling for artificial intelligence in multinational corporations. The International Journal of Human Resource Management, 33(6), 1179-1208.
• Judge, A. T., Cable, D. M., Colbert, A. E., & Rynes, S. L. (2007). What causes a management article to be cited—Article, author, or journal?. Academy of Management Journal, 50(3), 491-506.
• Kar, A. K., Choudhary, S. K., & Singh, V. K. (2022). How can artificial intelligence impact sustainability: A systematic literature review. Journal of Cleaner Production, Article 134120.
• Khaliq, A., Waqas, A., Nisar, Q. A., Haider, S., & Asghar, Z. (2022). Application of AI and robotics in hospitality sector: A resource gain and resource loss perspective. Technology in Society, 68, 101807.
• Kitchenham, B. (2004). Procedures for performing systematic reviews. Keele, UK, Keele University Technical Report, 33, 1-26.
• Kong, H., Yuan, Y., Baruch, Y., Bu, N., Jiang, X., & Wang, K. (2021). Influences of artificial intelligence (AI) awareness on career competency and job burnout. International Journal of Contemporary Hospitality Management, 33(2), 717-734.
• Konstantinova, S. (2019). Digital transformation in tourism knowledge. International Journal, 35(1), 188-193.
• Koo, B., Curtis, C., & Ryan, B. (2021). Examining the impact of artificial intelligence on hotel employees through job insecurity perspectives. International Journal of Hospitality Management, 102763.
• Kopka, A., & Grashof, N. (2022). Artificial intelligence: Catalyst or barrier on the path to sustainability? Technological Forecasting Social Change, 175, 121318.
• Kyngäs, H., & Vanhanen, L. (1999). Content analysis (Finnish). Hoitotiede, 11, 3–12.
• Latah, M., & Toker, L. (2018). Artificial intelligence enabled software-defined networking: A comprehensive overview. IET Networks, 8(2), 79–99. https://doi.org/10.1049/iet-net.2018.5082.
• Lee, T. T. (2006). Adopting a personal digital assistant system: Application of Lewin’s change theory. Journal of Advanced Nursing, 55, 487–496.
• Lee, J., Suh, T., Roy, D., & Baucus, M. (2019). Emerging technology and business model innovation: the case of artificial intelligence. Journal of Open Innovation: Technology, Market, and Complexity, 5(3), 44.
• Lewin, K. (1951). Field theory and social science. New York: Harper and Brothers.
• Li, J., Xu, L., Tang, L., Wang, S., & Li, L. (2018). Big data in tourism research: A literature review. Tourism Management, 68, 301-323.
• Li, J.J., Bonn, M.A., & Ye, B.H. (2019). Hotel employee’s artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate. Tourism Management, 73, 172-181.
• Li, M., Yin, D. and Qiu, H., & Bai, B. (2022). Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID‐19 pandemic. Journal of Hospitality Marketing & Management, 31(1), 24-48.
• Liang, X., Guo, G., Shu, L., Gong, Q., & Luo, P. (2022). Investigating the double-edged sword effect of AI awareness on employee’s service innovative behavior. Tourism Management, 92, 104564.
• Lingmont, D.N.J., & Alexiou, A. (2020). The contingent effect of job automating technology awareness on perceived job insecurity: Exploring the moderating role of organizational culture. Technological Forecasting and Social Change, 161, 120302.
• Lu, V.N., Wirtz, J., Kunz, W.H., Paluch, S., Gruber, T., Martins, A., & Patterson, P.G. (2020). Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?. Journal of Service Theory and Practice, 30(3), 361-391.
• Lukanova, G., & Ilieva, G. (2019). Robots, artificial intelligence, and service automation in hotels. In S. Ivanov & C. Webster (Eds.), Robots, artificial intelligence, and service automation in travel, tourism and hospitality (pp. 157-183). Emerald Publishing Limited, Bingley.
• Malik, N., Tripathi, S.N., Kar, A.K., & Gupta, S. (2022). Impact of artificial intelligence on employees working in industry 4.0 led organizations. International Journal of Manpower, 43(2), 334-354.
• Matarić, M.J. (2007). The robotics primer. Massachusetts Institute of Technology, Mit Press.
• McCarthy, J. (2007). What is artificial intelligence? Retrieved October 12, 2022, from http://jmc.stanford.edu/articles/ whatisai/whatisai.pdf
• Mikalef, P., & Gupta, M. (2021). Artificial intelligence capability: Conceptualization, measurement calibration, and empirical study on its impact on organizational creativity and firm performance. Information & Management, 58(3), 103434.
• Nam, K., Dutt, C. S., Chathoth, P., Daghfous, A., & Khan, M. S. (2021). The adoption of artificial intelligence and robotics in the hotel industry: Prospects and challenges. Electronic Markets, 31, 553-574.
• Nazareno, L., & Schiff, D.S. (2021). The impact of automation and artificial intelligence on worker well-being. Technol. Soc., 67, 101679.
• Nguyen, T.M., & Malik, A. (2021). A two-wave cross-lagged study on AI service quality: The moderating effects of job role. British Journal of Management, 33(3), 1221-1237.
• Page, L., & Schoder, J. (2018). Making change last: leadership is the key. Journal of Business Strategy, 40(2), 32-41. doi.org/10.1108/JBS-01-2018-0003
• Pereira, V., Hadjielias, E., Christofi, M., & Vrontis, D. (2023). A systematic literature review on the impact of artificial intelligence on workplace outcomes: A multi-process perspective. Human Resource Management Review, 33(1), 100857.
• Prentice, C., Lopes, S.D., & Wang, X. (2019). Emotional intelligence or artificial intelligence: an employee perspective. Journal of Hospitality Marketing & Management, 29(4), 377-403.
• Prentice, C., Lopes, S.D., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756.
• Qiu, H., Yu, D., Ye, S., Shan, R., Ai, J., & Shi, J. (2020). Long-term oncological outcomes in robotic versus laparoscopic approach for rectal cancer: a systematic review and meta-analysis. Int J Surg, 80, 225-230.
• Raisch, S., & Krakowski, S. (2021). Artificial intelligence and management: The automation-augmentation paradox. Academy of Management Review, 46(1), 192-210. 10.5465/2018.0072
• Ruel, H., & Njoku, E. (2021). AI redefining the hospitality industry. Journal of Tourism Futures, 7, 53-66.
• Rydzik, A., & Kissoon, C.S. (2021). Decent work and tourism workers in the age of intelligent automation and digital surveillance. Journal of Sustainable Tourism, 30(12), 2860-2877.
• Saini, A., & Bhalla, R. (2022). Artificial intelligence and automation: transforming the hospitality industry or threat to human touch. In V. Garg & R. Goel (Eds.), Handbook of research on innovative management using AI in industry 5.0 (pp. 88-97). IGI Global.
• Samala, N., Katkam, B. S., Bellamkonda, R. S., & Rodriguez, R. V. (2020). Impact of AI and robotics in the tourism sector: A critical insight. Journal of Tourism Futures, 8(1), 73-87.
• Snyder-Halpern, R. (2001). Indicators of organizational readiness for clinical information technology/systems innovation: A Delphi study. International Journal of Medical Informatics, 63, 179-204.
• Tschang, F. T., & Almirall, E. (2021). Artificial intelligence as augmenting automation: Implications for employment. Academy of Management Perspectives, 35(4), 642-659.
• Tussyadiah, I. (2020). A review of research into automation in tourism: launching the annals of tourism research curated collection on artificial intelligence and robotics in tourism. Annals of Tourism Research, 81, 102883.
• Úbeda-García, M., Claver-Cortés, E., Marco-Lajara, B., García-Lillo, F., & Zaragoza-Sáez, P.C. (2018). Continuous innovation in the hotel industry: The development of organizational ambidexterity through human capital and organizational culture in Spanish hotels. International Journal of Contemporary Hospitality Management, 30(12), 3609-3631.
• Vatan, A., & Dogan, S. (2021). What do hotel employees think about service robots? A qualitative study in Turkey. Tourism Management Perspectives, 37(1), 100775.
• Vial, G. (2019). Understanding digital transformation: a review and a research agenda. The Journal of Strategic Information Systems, 28(2), 118-144.
• Wade, M., & Hulland, J. (2004). Review: the resource-based view and information systems research: review, extension, and suggestions for future research. MIS Quarterly, 28(1), 107-142.
• Wang, H., Zhang, H., Chen, Z., Zhu, J., & Zhang, Y. (2022). Influence of artificial intelligence and robotics awareness on employee creativity in the hotel industry. Frontiers in Psychology, 13, 1-12.
• Wilkens, U. (2020). Artificial intelligence in the workplace–A double-edged sword. The International Journal of Information and Learning Technology, 37(5), 253-265.
• Wirtz, B.W., Weyerer, J.C., & Geyer, C. (2019). Artificial intelligence and the public sector. Applications and challenges. International Journal of Public Administration, 42(7), 596-615.
• Wright, S., & Schultz, A. (2018). The rising tide of artificial intelligence and business automation: developing an ethical framework. Business Horizons, 61, 823-832.
• Wu, W., Chin, W., & Liu, Y. (2022). Technostress and the smart hospitality employee. Journal of Hospitality and Tourism Technology, 13(3), 404-426.
• Xiang, Z., Schwartz, Z., Gerdes, J., & Uysal, M. (2015). What can big data and text analytics tell us about hotel guest experience and satisfaction?. International Journal of Hospitality Management, 44, 120-130.
• Yam, K.C., Goh, E.Y., Fehr, R., Lee, R., Soh, H., & Gray, K. (2022). When your boss is a robot: Workers are more spiteful to robot supervisors that seem more human. Journal of Experimental Social Psychology, 102, 104360.
• Yan, H. Fu, L., & Hu, X. (2022). Harnessing service robots to increase frontline service employees’ safety and health: The critical role of CSR. Safety Science, 1151, 105731.
• Yang, J., & Chew, E. (2021). A systematic review for service humanoid robotics model in hospitality. International Journal of Social Robotics, 13, 1397-1410.
• Yu, H., Shum, C., Alcorn, M., Sun, J., & He, Z. (2022). Robots can’t take my job: antecedents and outcomes of gen Z employees’ service robot risk awareness. International Journal of Contemporary Hospitality Management, 34(8), 2971-2988.
• Yu, X., Xu, S., & Ashton, M. (2023). Antecedents and outcomes of artificial intelligence adoption and application in the workplace: The socio-technical system theory perspective. Information Technology and People, 36(1), 454-474.
• Zhao, H., Lan, J., Lyu, T., & Zeng, G. (2022). Working with artificial intelligence surveillance during the COVID-19 pandemic: A mixed investigation of the influence mechanism on job engagement in hospitality industry. Current Issues in Tourism, https://doi.org/10.1080/13683500.2022.2117593.
• Zhong, L., Verma, R., Wei, W., Morrsion, A.M., & Yang, L. (2022). Multi-stakeholder perspectives on the impacts of service robots in urban hotel rooms. Technology in Society, 68, 101846.