AI colleagues: how AI influences hotel employees’ service performance?

Wang, Tong, Aw, Eugene Cheng-Xi ORCID: https://orcid.org/0000-0001-6712-1171, Tan, Garry Wei-Han, Sthapit, Erose ORCID: https://orcid.org/0000-0002-1650-3900 and Li, Xi ORCID: https://orcid.org/0000-0003-3519-4805 (2025) AI colleagues: how AI influences hotel employees’ service performance? Current Issues in Tourism. ISSN 1368-3500

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Abstract

This study examines the impact of employee and AI attributes on hotel employees’ service performance. Partial least squares structural equation modelling and necessary conditions analysis were conducted. The study indicates that (1) AI skills and AI understanding significantly and positively affect AI trust and are necessary conditions for AI trust, (2) privacy concerns do not significantly impact AI trust, but uncertainty and creepiness substantially negatively affect AI trust, (3) both perceived supervisor support and AI trust are essential for service performance, (4) perceived supervisor support moderates the linkage between AI trust and improvisation, and between AI trust and role ambiguity, (5) improvisation is significantly and positively related to external and internal service performance, and (6) role ambiguity negatively influences internal and external service performance. These findings contribute to the discourse on sustainable growth in the hospitality industry by highlighting the role of AI in the modern tourism and hospitality workplace.