Facing or avoiding? How dependence on artificial intelligence influences hotel employees’ job crafting

Abstract

Purpose

As more hotels adopt artificial intelligence (AI), it becomes inevitable for employees to rely on abilities enhanced by the use of AI to complete tasks. However, our understanding of how employees adapt to this shift in work design remains limited. Therefore, the purpose of this study is to explore hotel employees’ approach and avoidance behavioral reactions to dependence on AI.

Design/methodology/approach

A three-wave field study was conducted, collecting data from 303 hotel employees and analyzed using Mplus 8.3.

Findings

Dependence on AI can be construed as a positive stimulus, augmenting employees’ harmonious work passion and subsequently promoting approach job crafting. The promotion focus of employees positively moderates this process. On the other hand, dependence on AI also can be perceived as a negative stimulus, heightening employees’ feelings of AI threat and, consequently, fostering avoidance job crafting. In this case, the prevention focus of employees positively moderates the process.

Practical implications

This study provides theoretical foundations and decision-making references for management practice. Managers should implement measures to guide employees in developing a proper understanding of AI and provide them with emotional support and institutional safeguards.

Originality/value

This study unveils the consequences of dependence on AI for employees, offering new perspectives for AI research in the hotel industry. By differentiating job crafting, this study theorizes and tests a dual-path model of how dependence on AI may influence hotel employees’ approach and avoidance job crafting, thereby enriching the AI–job crafting literature.