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Application of AI and robotics in hospitality sector: A resource gain and resource loss perspective

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  • Khaliq, Abdul
  • Waqas, Ali
  • Nisar, Qasim Ali
  • Haider, Shahbaz
  • Asghar, Zunaina

Abstract

Artificial intelligence (AI) and robots are increasingly becoming a part of workplaces across the globe. The hospitality sector has also adopted the usage of AI, robots, and other modern technologies to welcome visitors, as well as to provide services during their visits. This increasing trend of technology usage has led to employment uncertainty and higher turnover intention (TI) among employees. As such, this study examined the relationship of AI and robotics awareness among hospitality employees with TI through the moderating role of mutual trust (MT) and competitive psychological climate (CPC). Data were gathered from 330 staff (managers, supervisors, receptionists, & room service providers) employed at 3- and 5-star hotels in Lahore, Pakistan. As a result, AI and robotics awareness displayed significantly positive relationship with TI. Next, MT antagonistically moderated the relationship of AI and robotics awareness with TI. However, CPC did not moderate the link of AI and robotics awareness with TI. Some study drawbacks and directions for future research endeavour are demarcated.

Suggested Citation

  • Khaliq, Abdul & Waqas, Ali & Nisar, Qasim Ali & Haider, Shahbaz & Asghar, Zunaina, 2022. "Application of AI and robotics in hospitality sector: A resource gain and resource loss perspective," Technology in Society, Elsevier, vol. 68(C).
    • Handle: RePEc:eee:teinso:v:68:y:2022:i:c:s0160791x21002827
    DOI: 10.1016/j.techsoc.2021.101807
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    6. Wilk-Jakubowski, Grzegorz & Harabin, Radoslaw & Ivanov, Stanislav, 2022. "Robotics in crisis management: A review," Technology in Society, Elsevier, vol. 68(C).
    7. Zhu, Tengteng & Lin, Zhibin & Liu, Xin, 2023. "The future is now? Consumers' paradoxical expectations of human-like service robots," Technological Forecasting and Social Change, Elsevier, vol. 196(C).

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