Human-Centered Leadership and Sustained Service Performance in AI-Enabled Luxury Hotels: A Sequential Mediation Model

The integration of Artificial Intelligence is transforming luxury hospitality, forcing hotels to balance advanced technology with human-centered management to sustain service excellence. Yet how Human-Centered Leadership shapes Sustained Service Performance through employees’ AI readiness and engagement remains largely unexamined. This study develops and tests an integrated framework addressing that gap. Survey data were collected from 500 employees of four- and five-star luxury hotels in the United Arab Emirates, Saudi Arabia, Qatar, and Lebanon, and analyzed using partial least squares structural equation modeling (PLS-SEM). Human-Centered Leadership was positively associated with both Sustained Service Performance and AI readiness. AI readiness predicted employee engagement, which in turn predicted Sustained Service Performance. AI readiness and employee engagement sequentially mediated the link between Human-Centered Leadership and Sustained Service Performance (β = 0.160, p < 0.001). Digital Organizational Support significantly strengthened the Human-Centered Leadership–AI readiness relationship (β = 0.137, p = 0.004). The study advances hospitality leadership research by establishing Human-Centered Leadership as a driver of Sustained Service Performance in AI-enabled settings, and by revealing the sequential psychological mechanism, AI readiness followed by engagement, through which it operates. The findings help luxury hotel managers combine Human-Centered Leadership with digital support to sustain service excellence during AI-driven transformation.