“They” threaten my work: How AI service robots negatively impact frontline hotel employees through organizational dehumanization

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

International Journal of Hospitality Management Pub Date : 2025-03-20 DOI:10.1016/j.ijhm.2025.104162

Tao Xu , Yu-Hao Zheng , Jinhua Zhang , Zixuan Wang

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引用次数: 0

Abstract

This study aims to investigate the potential effects of AI service robots on frontline employees (FLEs) in the hospitality industry. Drawing on coping theory, we established a theoretical model to study the responses of FLEs when they work alongside service robots, which is represented by the variables of infrastructure capability (IC) and service robot performance (SRP). We considered organizational dehumanization (OD) as a state of stress for FLEs resulting from the presence of service robots. The findings of partial least squares structural equation modelling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) suggest that OD mediates the positive influence of AI service robot adoption on FLEs’ service performance. Simultaneously, the adoption of AI service robots significantly undermines FLE’s service passion through OD’s mediation. This study provides new insights into the mechanisms of human-robot interaction and suggests practical approaches for the hospitality industry.

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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.