To be right on the button: How and when hotel frontline service employees’ AI awareness influences deviant behavior

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-01-16 DOI:10.1016/j.ijhm.2025.104090

Yajun Zhang , Jingjing Wang , Junwei Zhang , Yongqi Wang

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引用次数: 0

Abstract

In the foreseeable future, artificial intelligence (AI) may take on approximately 70 % of tasks in the hospitality industries. When employees become aware that AI could replace them, the awareness may lead them to deplete their own resources, subsequently resulting in deviant behavior. Therefore, drawing upon the conservation of resources theory, this study aims to explore how AI awareness affects deviant behavior and its underlying mechanisms. A paired sample of 394 hotel frontline service employees and their coworkers was collected at two time points and analyzed with hierarchical regression analysis. The results showed that AI awareness positively influenced deviant behavior, with this relationship mediated by ego depletion. Tolerance of uncertainty negatively moderated the path between AI awareness and ego depletion and negatively moderated the indirect effect of AI awareness on deviant behavior through ego depletion. Moreover, we discussed the theoretical and practical implications, limitations, and future recommendations of this research.

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正确的按钮：酒店一线服务员工的人工智能意识如何以及何时影响异常行为

在可预见的未来，人工智能（AI）可能会承担大约70% %的酒店业任务。当员工意识到人工智能可以取代他们时，这种意识可能会导致他们耗尽自己的资源，从而导致偏差行为。因此，本研究旨在借鉴资源守恒理论，探讨人工智能意识如何影响越轨行为及其潜在机制。在两个时间点对394名酒店一线服务员工及其同事进行配对抽样，并采用层次回归分析法进行分析。结果表明，人工智能意识正向影响越轨行为，这种关系由自我耗尽介导。对不确定性的容忍负向调节人工智能意识与自我耗竭之间的路径，负向调节人工智能意识通过自我耗竭对越轨行为的间接影响。此外，我们还讨论了本研究的理论和实践意义、局限性和未来的建议。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.