Facing AI with knowledge: an investigative study on the utilisation of service robots and employee knowledge management behaviours

Knowledge is the source of competitive advantage for employees in the labour market and for businesses in the services market. While academic research on knowledge management has made significant progress, the impact of robotic utilisation on the knowledge management behaviour of service employees remains limited, particularly with respect to the entry of artificial intelligence and robots into tourism and hospitality settings. Drawing on stress coping theory, this paper explores the mechanisms through which the utilisation of service robots influences employee knowledge management behaviour. Through a survey of 347 hotel employees, we conduct a multiple regression analysis on the data. The findings indicate that the utilisation of service robots positively influences employees’ knowledge management behaviours, with learning tensions partially mediating this relationship, and a paradox mindset negatively moderating the impact of learning tensions on knowledge management behaviour. The research findings theoretically enrich the body of knowledge in the areas of service robots, human-robot interaction, and knowledge management. Practically, the research conclusions provide insights for tourism and hospitality organisations adopting robots on how to embrace change, leverage the learning tensions and paradox mindset, and thereby fostering a more engaged and motivated workforce in the realm of knowledge management.