Nudging employee–AI co-evolution through the enhancement of knowledge capital in the hospitality industry

Abstract

The rapid advancement of artificial intelligence (AI) is transforming the hospitality industry by reshaping knowledge management practices and redefining human–AI collaboration. This study investigates the co-evolutionary dynamics between employees and AI through the lens of organizational knowledge capital enhancement in hotels. Grounded in the knowledge-based view (KBV) and the socialization-externalization-combination-internalization (SECI) model, this research draws on interviews with employees from five-star hotels. Findings indicate that AI serves as an active participant in enhancing knowledge capital within hotel organizations. This involvement facilitates a three-phase evolution in employee–AI interaction: from coexistence to collaboration, and ultimately to co-creation. By contextualizing the SECI knowledge spiral within an employee–AI–employee dynamic with the theoretical perspective of KBV, this study advances the understanding of AI-enabled knowledge practices in hospitality workplaces and extends the applicability of these theoretical frameworks. Practically, the research offers hotel managers guidance on designing inclusive training systems, fostering collaborative environments, and strategically managing employee–AI relationships to translate AI investments into sustainable competitive advantages and long-term knowledge capital growth.