IDEAS home Printed from https://ideas.repec.org/a/eee/teinso/v68y2022ics0160791x21002827.html

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0160791X21002827
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techsoc.2021.101807?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

    for a different version of it.

    References listed on IDEAS

    as
    1. Clemens Driessen & Leonie Heutinck, 2015. "Cows desiring to be milked? Milking robots and the co-evolution of ethics and technology on Dutch dairy farms," Agriculture and Human Values, Springer;The Agriculture, Food, & Human Values Society (AFHVS), vol. 32(1), pages 3-20, March.
    2. Galaz, Victor & Centeno, Miguel A. & Callahan, Peter W. & Causevic, Amar & Patterson, Thayer & Brass, Irina & Baum, Seth & Farber, Darryl & Fischer, Joern & Garcia, David & McPhearson, Timon & Jimenez, 2021. "Artificial intelligence, systemic risks, and sustainability," Technology in Society, Elsevier, vol. 67(C).
    3. Brougham, David & Haar, Jarrod, 2018. "Smart Technology, Artificial Intelligence, Robotics, and Algorithms (STARA): Employees’ perceptions of our future workplace," Journal of Management & Organization, Cambridge University Press, vol. 24(2), pages 239-257, March.
    4. Stanislav Ivanov & Faruk Seyitoğlu & Martina Markova, 2020. "Hotel managers’ perceptions towards the use of robots: a mixed-methods approach," Information Technology & Tourism, Springer, vol. 22(4), pages 505-535, December.
    5. Nazareno, Luísa & Schiff, Daniel S., 2021. "The impact of automation and artificial intelligence on worker well-being," Technology in Society, Elsevier, vol. 67(C).
    6. Bossert, Leonie & Hagendorff, Thilo, 2021. "Animals and AI. The role of animals in AI research and application – An overview and ethical evaluation," Technology in Society, Elsevier, vol. 67(C).
    7. Jean-Pierre Neveu & Stevan E. Hobfoll & Jonathon Halbesleben & M Westman, 2018. "Conservation of resources in the organizational context : the reality of resources and their consequences," Post-Print hal-02472360, HAL.
    8. Necmi K. Avkiran & Christian M. Ringle (ed.), 2018. "Partial Least Squares Structural Equation Modeling," International Series in Operations Research and Management Science, Springer, number 978-3-319-71691-6, May.
    9. Ben Vermeulen & Jan Kesselhut & Andreas Pyka & Pier Paolo Saviotti, 2018. "The Impact of Automation on Employment: Just the Usual Structural Change?," Sustainability, MDPI, vol. 10(5), pages 1-27, May.
    10. Jyoti Verma & Anamika Sinha, 2016. "Knowledge Sharing in Cross-Functional Teams and its Antecedents: Role of Mutual Trust as a Moderator," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 15(03), pages 1-22, September.
    11. Jonathon Halbesleben & Jean-Pierre Neveu & Samantha Paustian-Underdahl & Mina Westman, 2014. "Getting to the “COR”: Understanding the Role of Resources in Conservation of Resources Theory," Post-Print hal-02049109, HAL.
    12. Nissim, Gadi & Simon, Tomer, 2021. "The future of labor unions in the age of automation and at the dawn of AI," Technology in Society, Elsevier, vol. 67(C).
    13. Brougham, David & Haar, Jarrod, 2020. "Technological disruption and employment: The influence on job insecurity and turnover intentions: A multi-country study," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    14. Neha Soni & Enakshi Khular Sharma & Narotam Singh & Amita Kapoor, 2019. "Impact of Artificial Intelligence on Businesses: from Research, Innovation, Market Deployment to Future Shifts in Business Models," Papers 1905.02092, arXiv.org.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Zhao, Jingyou & Hu, Enhua & Han, Mingyan & Jiang, Keshen & Shan, Hongmei, 2023. "That honey, my arsenic: The influence of advanced technologies on service employees’ organizational deviance," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    2. Blüher, Georg & Schleth, Henrik C. & Kanbach, Dominik K. & Kallmuenzer, Andreas & Kraus, Sascha, 2026. "Human touch in the age of AI: Customer willingness to adopt AI-enabled hospitality services," Technology in Society, Elsevier, vol. 84(C).
    3. Seyitoğlu, Faruk & Ivanov, Stanislav, 2024. "Robots and emotional intelligence: A thematic analysis," Technology in Society, Elsevier, vol. 77(C).
    4. Wang, Siqi & Lim, Weng Marc & Cheah, Jun-Hwa & Lim, Xin-Jean, 2025. "Working with robots: Trends and future directions," Technological Forecasting and Social Change, Elsevier, vol. 212(C).
    5. Sun, Wenyuan & Zhang, Zhonghui & Chen, Yang & Luan, Fushu, 2023. "Heterogeneous effects of robots on employment in agriculture, industry, and services sectors," Technology in Society, Elsevier, vol. 75(C).
    6. Lee, Chien-Chiang & Li, Jiangnan & Yan, Jingyang, 2025. "Can artificial intelligence contribute to the new energy system? Based on the perspective of labor supply," Technology in Society, Elsevier, vol. 81(C).
    7. Nazir, Sajjad & Khadim, Sahar & Ali Asadullah, Muhammad & Syed, Nausheen, 2023. "Exploring the influence of artificial intelligence technology on consumer repurchase intention: The mediation and moderation approach," Technology in Society, Elsevier, vol. 72(C).
    8. Ayyildiz, Ahu Yazici & Baykal, Muhammed & Koc, Erdogan, 2022. "Attitudes of hotel customers towards the use of service robots in hospitality service encounters," Technology in Society, Elsevier, vol. 70(C).
    9. Ana M. Sánchez‐Sánchez & David Ruiz‐Muñoz & Francisca J. Sánchez‐Sánchez, 2026. "Trends and Challenges of Sustainable Rural Tourism in the Face of Artificial Intelligence: A Bibliometric Analysis," Sustainable Development, John Wiley & Sons, Ltd., vol. 34(1), pages 676-695, February.
    10. Yuen, Kum Fai & Ng, Wei Hong & Wang, Xueqin, 2023. "Switching intention in the online crowdsourced delivery environment: The influence of a platform's technological characteristics and relational bonding strategies," Technology in Society, Elsevier, vol. 72(C).
    11. Vishwakarma, Laxmi Pandit & Singh, Rajesh Kr & Mishra, Ruchi & Demirkol, Denizhan & Daim, Tugrul, 2024. "The adoption of social robots in service operations: A comprehensive review," Technology in Society, Elsevier, vol. 76(C).
    12. Adekoya, Oluwasegun B. & Oliyide, Johnson A. & Saleem, Owais & Adeoye, Habeeb A., 2022. "Asymmetric connectedness between Google-based investor attention and the fourth industrial revolution assets: The case of FinTech and Robotics & Artificial intelligence stocks," Technology in Society, Elsevier, vol. 68(C).
    13. T. D. Dang & M. T. Nguyen, 2023. "Systematic review and research agenda for the tourism and hospitality sector: co-creation of customer value in the digital age," Future Business Journal, Springer, vol. 9(1), pages 1-14, December.
    14. Wilk-Jakubowski, Grzegorz & Harabin, Radoslaw & Ivanov, Stanislav, 2022. "Robotics in crisis management: A review," Technology in Society, Elsevier, vol. 68(C).
    15. 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).

    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. Yanyan Liu & Fan Sheng & Ruyue Liu, 2025. "Generative AI adoption and employee outcomes: a conservation of resources perspective on job crafting, career commitment, and the moderating role of liking of AI," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-17, December.
    2. Zhao, Jingyou & Hu, Enhua & Han, Mingyan & Jiang, Keshen & Shan, Hongmei, 2023. "That honey, my arsenic: The influence of advanced technologies on service employees’ organizational deviance," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    3. Méndez-Suárez, Mariano & Ćukušić, Maja & Ninčević-Pašalić, Ivana, 2026. "AI FoMO (fear of missing out) in the workplace," Technology in Society, Elsevier, vol. 84(C).
    4. Tironi, Martín & Rivera Lisboa, Diego Ignacio, 2023. "Artificial intelligence in the new forms of environmental governance in the Chilean State: Towards an eco-algorithmic governance," Technology in Society, Elsevier, vol. 74(C).
    5. Włoch, Renata & Śledziewska, Katarzyna & Rożynek, Satia, 2025. "Who's afraid of automation? Examining determinants of fear of automation in six European countries," Technology in Society, Elsevier, vol. 81(C).
    6. 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).
    7. Zhiyi Gan & Jinhua Gan & Zhiqing E. Zhou & Hanying Tang, 2024. "Organizational Benefits of Commuting Support: The Impact of Flexible Working Hours on Employees’ OCB through Commuting Control," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 174(1), pages 75-89, August.
    8. Zhining Wang & Shuang Ren & Doren Chadee & Yuhang Chen, 2024. "Employee Ethical Silence Under Exploitative Leadership: The Roles of Work Meaningfulness and Moral Potency," Journal of Business Ethics, Springer, vol. 190(1), pages 59-76, February.
    9. Siravat Teerasoponpong & Sainatee Chernbumroong & Varattaya Jangkrajarng, 2025. "Meta‐Analysis on Sustainable Development Challenges: Lessons From Asia‐Pacific Industrial Estates," Business Strategy and the Environment, Wiley Blackwell, vol. 34(7), pages 9490-9512, November.
    10. Christenko, Aleksandr, 2022. "Automation and occupational mobility: A task and knowledge-based approach," Technology in Society, Elsevier, vol. 70(C).
    11. Guzman, Viveka & Doyle, Frank & Foley, Ronan & Wilson, Penny & Crowe, Noelene & Craven, Peter & Pertl, Maria, 2024. "“When we were allowed to go back … the freedom, the vista, the delight … It was just magic”: Disruption and adaptation among people ageing-in-place in Ireland during COVID-19," Social Science & Medicine, Elsevier, vol. 351(C).
    12. Valtonen, Alena & Saunila, Minna & Ukko, Juhani & Treves, Luke & Ritala, Paavo, 2025. "AI and employee wellbeing in the workplace: An empirical study," Journal of Business Research, Elsevier, vol. 199(C).
    13. Yang, Yumei & Shamim, Saqib & De Massis, Alfredo & Gao, Dehua, 2025. "Defensive routines as coping mechanisms against technostress: roles of digital leadership and employee goal orientation," Technological Forecasting and Social Change, Elsevier, vol. 216(C).
    14. Xiaoxue Zhang & Dingyao Yu & Jiasi Yang, 2025. "Discovering the Dark Side of AI and Algorithmic HRM: Evidence from Negative Experiences of Employees on Online Delivery Platforms," SAGE Open, , vol. 15(4), pages 21582440251, December.
    15. Li, Chao & Lao, Wenyu & Li, Xiang & Zhang, Yuhan, 2024. "Automated workforce, financial precarities and family consumption: The importance of demand-side policies under the background of automation applications," Economic Analysis and Policy, Elsevier, vol. 84(C), pages 1287-1308.
    16. Saleh M. Bajaba & Abdulah M. Bajaba & Abdulrahman S. Basahal, 2021. "Can Powerful Boards Increase Firm Innovativeness When Faced with Exploitative CEOs?," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(11), pages 171-171, July.
    17. Ayman Batisha, 2023. "A lighthouse to future opportunities for sustainable water provided by intelligent water hackathons in the Arabsphere," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 10(1), pages 1-13, December.
    18. Shen, Yang & Lythreatis, Sophie & Singh, Sanjay Kumar & Smart, Palie, 2024. "Self-serving leadership and knowledge hiding in MNEs: Examining the roles of emotional exhaustion and thriving at work," Journal of International Management, Elsevier, vol. 30(6).
    19. Zhou, Yanzhe & Sun, Jian-Min (James), 2025. "Perceived organizational politics and employee voice: A resource perspective," Journal of Business Research, Elsevier, vol. 186(C).
    20. Pascal Bégout & Jean-Pierre Neveu, 2025. "Measuring motivational patterns: a formal approach of conservation of resources theory," Post-Print hal-05269435, HAL.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:teinso:v:68:y:2022:i:c:s0160791x21002827. 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: https://www.journals.elsevier.com/technology-in-society .

    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.