Application of AI and robotics in hospitality sector: A resource gain and resource loss perspective. (February 2022)

• Record Type: Journal Article
• Authors: Khaliq, Abdul; Waqas, Ali; Nisar, Qasim Ali; Haider, Shahbaz; Asghar, Zunaina
• Is Part Of: Technology in society. Volume 68(2022)
• Publication Date: 2022-02
• Subjects: Artificial intelligence (AI) -- Robotics awareness -- Turnover intention (TI) -- Mutual trust (MT) -- Competitive psychological climate (CPC); Technology -- Social aspects -- Periodicals; 303.483
• DOI: 10.1016/j.techsoc.2021.101807
• Languages: English
• ISSNs: 0160-791X

Abstract

Abstract: Artificial intelligence (AI) and robots are increasingly becoming a part of workplaces across the globe. The hospitality sector has also adopted the usage of AI, robots, and other modern technologies to welcome visitors, as well as to provide services during their visits. This increasing trend of technology usage has led to employment uncertainty and higher turnover intention (TI) among employees. As such, this study examined the relationship of AI and robotics awareness among hospitality employees with TI through the moderating role of mutual trust (MT) and competitive psychological climate (CPC). Data were gathered from 330 staff (managers, supervisors, receptionists, & room service providers) employed at 3- and 5-star hotels in Lahore, Pakistan. As a result, AI and robotics awareness displayed significantly positive relationship with TI. Next, MT antagonistically moderated the relationship of AI and robotics awareness with TI. However, CPC did not moderate the link of AI and robotics awareness with TI. Some study drawbacks and directions for future research endeavour are demarcated. Highlights: Examines how application of artificial intelligence and robotics results in turnover intentions. Additionally, it also examines the moderating role of the psychological competitiveness and mutual trust. Uses the Conservation of Resources Theory (COR) as the theoretical base. Study results suggests that AI and robotics has a positive and significant relationship with turnover intention. Furthermore, mutual trust antagonistically moderates the relationship of AI and robotics awareness with turnover intention. However, CPC does not moderate the relationship between AI and robotics awareness and TI.