Influences of artificial intelligence (AI) awareness on career competency and job burnout

Hemmington

et al. 2021

147

Purpose Several review articles have been published within the Artificial Intelligence (AI) literature that have explored a range of applications within the tourism and hospitality sectors. However, how efficiently the applied AI methods and algorithms have performed with respect to the type of applications and the multimodal sets of data domains have not yet been reviewed. Therefore, this paper aims to review and analyse the established AI methods in hospitality/tourism, ranging from data modelling for demand forecasting, tourism destination and behaviour pattern to enhanced customer service and experience. Design/methodology/approach The approach was to systematically review the relationship between AI methods and hospitality/tourism through a comprehensive literature review of papers published between 2010 and 2021. In total, 146 articles were identified and then critically analysed through content analysis into themes, including “AI methods” and “AI applications”. Findings The review discovered new knowledge in identifying AI methods concerning the settings and available multimodal data sets in hospitality and tourism. Moreover, AI applications fostering the tourism/hospitality industries were identified. It also proposes novel personalised AI modelling development for smart tourism platforms to precisely predict tourism choice behaviour patterns. Practical implications This review paper offers researchers and practitioners a broad understanding of the proper selection of AI methods that can potentially improve decision-making and decision-support in the tourism/hospitality industries. Originality/value This paper contributes to the tourism/hospitality literature with an interdisciplinary approach that reflects on theoretical/practical developments for data collection, data analysis and data modelling using AI-driven technology.

Section: Introductionmentioning

confidence: 95%

Artificial intelligence: a systematic review of methods and applications in hospitality and tourism

Hemmington

et al. 2021

147

“…An employee's STARA awareness can be viewed as a work stressor that stimulates an employee's stressful psychological responses regarding job continuity in the future. STARA awareness has been found to associate with high job burnout and turnover intention in the hotel industry (Kong et al, 2021;Li et al, 2019).…”

Section: Employees' Stara Awareness and Challenge-hindrance Appraisalsmentioning

confidence: 99%

“…Although the prospects are critical, employees' reactions toward the firm's STARA adoption are not well documented and there is a lack of empirical investigations in the restaurant industry (Gonzalez et al, 2020;Law et al, 2019;Lu et al, 2020). A limited number of existing studies have explored the negative impact of STARA awareness on employee job-related outcomes, such as high job burnout (Kong et al, 2021) and high turnover intention (Li et al, 2019). An important question should be raised: "Will employees benefit from STARA adoption in the workplace?"…”

Section: Introductionmentioning

confidence: 99%

Employees’ challenge-hindrance appraisals toward STARA awareness and competitive productivity: a micro-level case

Ding

2021

Purpose This study aims to examine the effect of restaurant employees’ challenge-hindrance appraisals toward smart technology, artificial intelligence, robotics and algorithms (STARA) awareness on individual competitive productivity (ICP) and explore the mediating roles of employees’ work engagement and organizational commitment on the relationship between challenge-hindrance appraisals and ICP. Design/methodology/approach Data were collected through an online survey. One hundred and ninety employees who worked at full-time and non-management positions in the USA quick-service restaurants participated. Partial least squares structural equation modeling was used for the data analysis. Findings The study identified that restaurant employees’ challenge appraisals toward STARA awareness positively influenced ICP. This relationship is positively mediated by employees’ work engagement. Practical implications This study makes practical contributions to human resource practices in restaurants. Employees’ challenge appraisals toward STARA awareness transmit the job insecurity stressor to a higher level of ICP. Restaurant managers should provide employees with adequate resources and support for non-management employees’ professional competency growth. Quick-service restaurants can enjoy a competitive advantage in the market by enhancing employees’ CP. Originality/value This study enriches the literature on the CP model, cognitive appraisal theory and person-environment fit theory. The study investigated employees’ challenge and hindrance appraisals toward emerging STARA awareness and emphasized their distinct characteristics to drive ICP in the quick-service restaurant sector.

“…EI may also help workers in the hospitality industry by increasing their job satisfaction, which may in turn increase their performance. For example, EI may help hospitality workers deal with incivility from customers (Kim and Qu, 2019) or with other types of burnout (Kong et al , 2021). Regarding occupations overall, meta-analyses have confirmed that EI is positively related to employees’ job satisfaction and organizational commitment and is negatively related to turnover intentions (Miao et al , 2017a).…”

Section: Theory and Hypothesesmentioning

confidence: 99%

Emotional intelligence and job performance in the hospitality industry: a meta-analytic review

Cai

Humphrey

Qian

2021

Purpose Hospitality workers are emotional labor workers because they must display appropriate emotions to their customers to provide outstanding service. Emotional intelligence (EI) helps employees regulate their emotions and display appropriate emotions, and hence should help hospitality workers provide outstanding service. However, the strength of the relationship between EI and hospitality workers’ job performance substantially varied across studies. Hence, the purpose of the present study is to clarify the mixed findings and to examine if EI can improve hospitality workers’ job performance. Design/methodology/approach A meta-analysis was performed to investigate the relationship between EI and hospitality workers’ job performance as well as the moderators which condition this relationship. Findings The present meta-analysis indicated that EI is positively related to hospitality workers’ job performance (ρ̅̂ = 0.54); the relationship between EI and hospitality workers’ job performance is stronger when the percentage of married subjects is low and in feminine cultures; and this relationship does not differ between male-dominated and female-dominated studies, across educational levels, between collectivistic and individualistic cultures, between low and high power distance cultures and between low and high uncertainty avoidance cultures. Research limitations/implications This study uncovers theoretically important moderators that contribute to cross-cultural research, work–family literature and gender-related literature in hospitality research. Originality/value The present study builds a theoretical foundation and performs a meta-analysis to elucidate the relationship between EI and hospitality workers’ job performance and to identify the moderators which condition this relationship.