IDEAS home Printed from https://ideas.repec.org/a/eee/anture/v109y2024ics0160738324001373.html
   My bibliography  Save this article

AI trust divide: How recruiter-candidate roles shape tourism personnel decision-making

Author

Listed:
  • Hu, Jihao
  • Huang, GuoQiong Ivanka
  • Wong, IpKin Anthony
  • Wan, Lisa C.

Abstract

The artificial intelligence revolution has prompted tourism organizations to consider whether and how to use AI to improve efficiency and create value, particularly in areas such as personnel selection. Through five experimental studies (N = 2199), this paper first reveals that a trust divide exists between job candidates and recruiters in travel agencies. We then investigate how the consideration focus of personnel attributes mediates the impact of roles on trust through thought-listing (Study 1), mediation-by-moderation (Studies 2a & 2b), and self-reported measures (Study 3). To mitigate this misalignment, we examine the AI–human assemblage design and offer an optimal way to bridge the trust divide (Study 4). The current research extends motivated reasoning theory and provides novel insights into practice.

Suggested Citation

  • Hu, Jihao & Huang, GuoQiong Ivanka & Wong, IpKin Anthony & Wan, Lisa C., 2024. "AI trust divide: How recruiter-candidate roles shape tourism personnel decision-making," Annals of Tourism Research, Elsevier, vol. 109(C).
    • Handle: RePEc:eee:anture:v:109:y:2024:i:c:s0160738324001373
    DOI: 10.1016/j.annals.2024.103860
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0160738324001373
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.annals.2024.103860?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jana Holthöwer & Jenny Doorn, 2023. "Robots do not judge: service robots can alleviate embarrassment in service encounters," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 767-784, July.
    2. Sembada, Agung Y & Kalantari, Hassan D, 2021. "Biting the travel bullet: A motivated reasoning perspective on traveling during a pandemic," Annals of Tourism Research, Elsevier, vol. 88(C).
    3. Woolley, Kaitlin & Fishbach, Ayelet, 2018. "Underestimating the importance of expressing intrinsic motivation in job interviews," Organizational Behavior and Human Decision Processes, Elsevier, vol. 148(C), pages 1-11.
    4. Maude Lavanchy & Patrick Reichert & Jayanth Narayanan & Krishna Savani, 2023. "Applicants’ Fairness Perceptions of Algorithm-Driven Hiring Procedures," Journal of Business Ethics, Springer, vol. 188(1), pages 125-150, November.
    5. Logg, Jennifer M. & Minson, Julia A. & Moore, Don A., 2019. "Algorithm appreciation: People prefer algorithmic to human judgment," Organizational Behavior and Human Decision Processes, Elsevier, vol. 151(C), pages 90-103.
    6. Wan, Lisa C. & Chan, Elisa K. & Luo, Xiaoyan, 2021. "ROBOTS COME to RESCUE: How to reduce perceived risk of infectious disease in Covid19-stricken consumers?," Annals of Tourism Research, Elsevier, vol. 88(C).
    7. Xianchi Dai & Kao Si, 2024. "The Fundamental Recruitment Error: Candidate-Recruiter Discrepancy in Their Relative Valuation of Innate Talent vs. Hard Work," Organization Science, INFORMS, vol. 35(1), pages 215-231, January.
    8. Liu, Xing (Stella) & Yi, Xiao (Shannon) & Wan, Lisa C., 2022. "Friendly or competent? The effects of perception of robot appearance and service context on usage intention," Annals of Tourism Research, Elsevier, vol. 92(C).
    9. Tussyadiah, Iis P. & Zach, Florian J. & Wang, Jianxi, 2020. "Do travelers trust intelligent service robots?," Annals of Tourism Research, Elsevier, vol. 81(C).
    10. Berkeley J. Dietvorst & Joseph P. Simmons & Cade Massey, 2018. "Overcoming Algorithm Aversion: People Will Use Imperfect Algorithms If They Can (Even Slightly) Modify Them," Management Science, INFORMS, vol. 64(3), pages 1155-1170, March.
    11. Ladkin, Adele & Mooney, Shelagh & Solnet, David & Baum, Tom & Robinson, Richard & Yan, Hongmin, 2023. "A review of research into tourism work and employment: Launching the Annals of Tourism Research curated collection on tourism work and employment," Annals of Tourism Research, Elsevier, vol. 100(C).
    12. Alina Köchling & Marius Claus Wehner & Josephine Warkocz, 2023. "Can I show my skills? Affective responses to artificial intelligence in the recruitment process," Review of Managerial Science, Springer, vol. 17(6), pages 2109-2138, August.
    13. Kirsten Martin & Katie Shilton & Jeffery Smith, 2019. "Business and the Ethical Implications of Technology: Introduction to the Symposium," Journal of Business Ethics, Springer, vol. 160(2), pages 307-317, December.
    14. Tussyadiah, Iis, 2020. "A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism," Annals of Tourism Research, Elsevier, vol. 81(C).
    15. Silzer, Rob & Church, Allan H., 2009. "The Pearls and Perils of Identifying Potential," Industrial and Organizational Psychology, Cambridge University Press, vol. 2(4), pages 377-412, December.
    16. Liu, Xing (Stella) & Wan, Lisa C. & Yi, Xiao (Shannon), 2022. "Humanoid versus non-humanoid robots: How mortality salience shapes preference for robot services under the COVID-19 pandemic?," Annals of Tourism Research, Elsevier, vol. 94(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Liu, Xing (Stella) & Wan, Lisa C. & Yi, Xiao (Shannon), 2022. "Humanoid versus non-humanoid robots: How mortality salience shapes preference for robot services under the COVID-19 pandemic?," Annals of Tourism Research, Elsevier, vol. 94(C).
    2. Choi, Sungwoo & Wan, Lisa C. & Mattila, Anna S., 2024. "Unintended indulgence in robotic service encounters," Annals of Tourism Research, Elsevier, vol. 106(C).
    3. Lv, Xingyang & Shi, Kewei & He, Yueying & Ji, Yingchao & Lan, Tian, 2024. "My colleague is not “human”: Will working with robots make you act more indifferently?," Journal of Business Research, Elsevier, vol. 176(C).
    4. Liu, Xing (Stella) & Yi, Xiao (Shannon) & Wan, Lisa C., 2022. "Friendly or competent? The effects of perception of robot appearance and service context on usage intention," Annals of Tourism Research, Elsevier, vol. 92(C).
    5. Chan, Elisa K. & Wan, Lisa C. & Yi, Xiao (Shannon), 2022. "Smart technology vs. embarrassed human: The inhibiting effect of anticipated technology embarrassment," Annals of Tourism Research, Elsevier, vol. 97(C).
    6. Hermann, Erik & Puntoni, Stefano, 2024. "Artificial intelligence and consumer behavior: From predictive to generative AI," Journal of Business Research, Elsevier, vol. 180(C).
    7. van Esch, Patrick & Cui, Yuanyuan (Gina) & Das, Gopal & Jain, Shailendra Pratap & Wirtz, Jochen, 2022. "Tourists and AI: A political ideology perspective," Annals of Tourism Research, Elsevier, vol. 97(C).
    8. Zeng, Ying & Liu, Xinyi & Zhang, Xinyuan & Li, Zhiyong, 2024. "Retrospective of interdisciplinary research on robot services (1954–2023): From parasitism to symbiosis," Technology in Society, Elsevier, vol. 78(C).
    9. Mahmud, Hasan & Islam, A.K.M. Najmul & Ahmed, Syed Ishtiaque & Smolander, Kari, 2022. "What influences algorithmic decision-making? A systematic literature review on algorithm aversion," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    10. Bryce McLaughlin & Jann Spiess, 2022. "Algorithmic Assistance with Recommendation-Dependent Preferences," Papers 2208.07626, arXiv.org, revised Jan 2024.
    11. Markus Jung & Mischa Seiter, 2021. "Towards a better understanding on mitigating algorithm aversion in forecasting: an experimental study," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 32(4), pages 495-516, December.
    12. Zhu, Yimin & Zhang, Jiemin & Wu, Jifei & Liu, Yingyue, 2022. "AI is better when I'm sure: The influence of certainty of needs on consumers' acceptance of AI chatbots," Journal of Business Research, Elsevier, vol. 150(C), pages 642-652.
    13. Merle, Aurélie & St-Onge, Anik & Sénécal, Sylvain, 2022. "Does it pay to be honest? The effect of retailer-provided negative feedback on consumers’ product choice and shopping experience," Journal of Business Research, Elsevier, vol. 147(C), pages 532-543.
    14. Benedikt Berger & Martin Adam & Alexander Rühr & Alexander Benlian, 2021. "Watch Me Improve—Algorithm Aversion and Demonstrating the Ability to Learn," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 63(1), pages 55-68, February.
    15. Chacon, Alvaro & Kausel, Edgar E. & Reyes, Tomas & Trautmann, Stefan, 2025. "Preventing algorithm aversion: People are willing to use algorithms with a learning label," Journal of Business Research, Elsevier, vol. 187(C).
    16. Ekaterina Jussupow & Kai Spohrer & Armin Heinzl & Joshua Gawlitza, 2021. "Augmenting Medical Diagnosis Decisions? An Investigation into Physicians’ Decision-Making Process with Artificial Intelligence," Information Systems Research, INFORMS, vol. 32(3), pages 713-735, September.
    17. Christoph Keding, 2021. "Understanding the interplay of artificial intelligence and strategic management: four decades of research in review," Management Review Quarterly, Springer, vol. 71(1), pages 91-134, February.
    18. repec:cup:judgdm:v:15:y:2020:i:3:p:449-451 is not listed on IDEAS
    19. Zhong, Lina & Verma, Rohit & Wei, Wenqi & Morrsion, Alastair M. & Yang, Liyu, 2022. "Multi-stakeholder perspectives on the impacts of service robots in urban hotel rooms," Technology in Society, Elsevier, vol. 68(C).
    20. Wang, Xun & Rodrigues, Vasco Sanchez & Demir, Emrah & Sarkis, Joseph, 2024. "Algorithm aversion during disruptions: The case of safety stock," International Journal of Production Economics, Elsevier, vol. 278(C).
    21. Scott Schanke & Gordon Burtch & Gautam Ray, 2021. "Estimating the Impact of “Humanizing” Customer Service Chatbots," Information Systems Research, INFORMS, vol. 32(3), pages 736-751, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:anture:v:109:y:2024:i:c:s0160738324001373. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/annals-of-tourism-research/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.