Although artificial intelligence (AI) has shown a crucial role in the digital transformation of hospitality businesses, our understanding of AI influence on employee performance outcomes has yet to be developed. We draw on self-determination theory (SDT) and aim to investigate when and how AI disruption threat influences employees’ service performance and innovative work behavior. Across a two-wave paper-pencil survey among 500 employees of an integrated resort in Macao, results reveal that AI disruption threat among hospitality workers is positively associated with technology insecurity but is negatively associated with thriving at work, which, in turn, has countervailing effects on service performance and innovative work behavior. In addition, trait self-esteem moderates these relationships, such that the negative indirect effects are attenuated when employees have high-level trait self-esteem. This study expands our understanding of the effects of AI adoption at work and offers practical insights into AI usage in hospitality and tourism businesses.

中文翻译：

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AI 颠覆威胁和员工结果：技术不安全感、工作繁荣和自尊特质的作用


尽管人工智能 （AI） 在酒店业务的数字化转型中发挥着至关重要的作用，但我们对人工智能对员工绩效结果影响的理解还有待发展。我们借鉴自我决定理论 （SDT），旨在研究 AI 中断威胁何时以及如何影响员工的服务绩效和创新工作行为。在对澳门一家综合度假村的 500 名员工进行的两波纸笔调查中，结果显示，酒店从业人员的人工智能颠覆威胁与技术不安全呈正相关，但与工作繁荣呈负相关，这反过来又对服务绩效和创新工作行为产生抵消作用。此外，特质自尊会调节这些关系，因此当员工具有高水平的特质自尊时，负面的间接影响会减弱。这项研究扩展了我们对 AI 在工作中采用的影响的理解，并为 AI 在酒店和旅游业务中的使用提供了实用见解。