AI awareness and employee-related outcomes: A systematic review of the hospitality literature and a framework for future research

Abstract

Artificial intelligence (AI) adoption is expected to increase in the hospitality industry due to its efficiency and effectiveness in operations. Despite its immense benefits, AI adoption might lead to adverse employee-related outcomes, such as job replacement threats, job insecurity, and higher turnover. However, the findings from limited research on this phenomenon are inconclusive. This study aims to systematically review the extant literature on the relationship between AI awareness and employee-related outcomes in the hospitality industry. Based on the fundamental theories, central assumptions, and constructs that underpin existing research, we identify the gaps in the existing literature, develop a conceptual framework that holistically explains the relationship between AI awareness and employee-related outcomes, and propose future research directions. The findings make significant contributions to the extant literature and provide hospitality executives with insights to promote increased employee engagement and facilitate positive awareness regarding AI applications in the workplace, ultimately improving employee retention.