Impact of frontline employees’ perceived benefits of artificial intelligence on AI adoption and job engagement: A meta-analysis

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-09-18 DOI:10.1016/j.ijhm.2025.104446

Anne Rachelle Castaneda , Haroon Iqbal Maseeh , Jiraporn Surachartkumtonkun , Wei Shao , Park Thaichon

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Abstract

This study explores how frontline employees’ perceived benefits of artificial intelligence (AI) influence two behavioural outcomes: AI adoption and job engagement. Using the Social Shaping of Technology (SST) framework, which highlights the role of social, organizational, and contextual factors over technical features, the meta-analysis synthesises 71 studies involving 23,051 employees across 37 countries. Perceived AI benefits (e.g., increased efficiency, reduced monotony, decision-making support) positively relate to both adoption and engagement, though risks like job displacement anxiety can weaken these effects. To identify when and for whom these benefits matter most, the study analyses 13 moderators (user-level: gender, education, age, tenure, role, position; organizational-level: industry, control, AI task and knowledge; macrolevel:year, country). Industry type, control over AI, and work level/position were most significant. The findings underscore the need for tailored AI strategies aligned with workforce characteristics and socio-technical contexts, advancing employee-centred AI research on contextual variation and moderating effects.

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一线员工感知人工智能的好处对人工智能采用和工作投入的影响：一项元分析

本研究探讨了一线员工对人工智能（AI）的感知好处如何影响两种行为结果：人工智能采用和工作投入。利用技术的社会塑造（SST）框架，该框架强调了社会、组织和背景因素对技术特征的作用，荟萃分析综合了71项研究，涉及37个国家的23,051名员工。感知到的人工智能好处（例如，提高效率，减少单调，决策支持）与采用和参与呈正相关，尽管工作取代焦虑等风险会削弱这些影响。为了确定何时以及对谁最重要，该研究分析了13个调节因素（用户层面：性别、教育程度、年龄、任期、角色、职位；组织层面：行业、控制、人工智能任务和知识；宏观层面：年份、国家）。行业类型、对人工智能的控制和工作级别/职位是最重要的。研究结果强调，需要根据劳动力特征和社会技术背景制定量身定制的人工智能战略，推进以员工为中心的人工智能研究，研究环境变化和调节效应。

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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.