Understanding employee retention in the age of AI and robotics: a study of technology competencies and turnover intentions in the hotel sector
Journal of Hospitality and Tourism Technology
ISSN: 1757-9880
Article publication date: 14 January 2025
Abstract
Purpose
This study leverages the frameworks of the conservation of resources theory frameworks and Person-Organization Person-Job Fit Theory to scrutinize the direct effects of employee STARA (smart technologies, artificial intelligence, robotics and algorithms) competencies on turnover intentions. Concurrently, this study aims to investigate the mediating influence of the intention to use technologies in the aforementioned relationship.
Design/methodology/approach
Data were amassed from 547 employees in the US hotel industry and subjected to structural equation modeling for analysis.
Findings
The results reveal that there is no significant correlation between employee technology competencies and turnover intentions. However, mediation analysis elucidates that technology competencies among employees are positively and significantly correlated with turnover intentions via the intention to use technology. Moderation analysis further substantiates that this positive correlation is augmented when employees perceive a high level of alternative job opportunities.
Research limitations/implications
This research suggests that hotel businesses should not only focus on technological adoption but also consider how employees’ techno-competencies and their perceptions of fit within the organization can impact their willingness to stay or leave, thereby offering a more comprehensive approach to employee retention strategies.
Originality/value
Unlike previous research that primarily viewed STARA technologies as job replacers and threats, this study reframes them as complements to employees’ roles.
研究目的
本研究基于资源保存理论和人与组织/人与岗位匹配理论框架, 探讨员工的STARA能力(智能技术、人工智能、机器人和算法)对离职意向的直接影响。同时, 研究考察了技术使用意图在上述关系中的中介作用。
研究方法
本研究收集了来自美国酒店行业的547名员工数据, 并通过结构方程模型(SEM)进行分析。
研究发现
研究结果显示, 员工的技术能力与离职意向之间没有显著的直接关联。然而, 中介分析表明, 员工的技术能力通过技术使用意图与离职意向呈显著正相关。调节分析进一步证实, 当员工感知到较高的其他工作机会时, 这种正相关关系会加强。
研究意义
本研究建议酒店企业在关注技术应用的同时, 还应考虑员工的技术能力以及他们对组织匹配度的感知如何影响其留任意愿。这为制定更全面的员工留任策略提供了新思路。
研究创新
与以往将STARA技术主要视为工作替代者和威胁的研究不同, 本研究将其重新定义为员工角色的补充。
Keywords
Citation
Bakir, S., Ayoun, B., Wei, C.(V). and Bilgihan, A. (2025), "Understanding employee retention in the age of AI and robotics: a study of technology competencies and turnover intentions in the hotel sector", Journal of Hospitality and Tourism Technology, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JHTT-03-2024-0184
Publisher
:Emerald Publishing Limited
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