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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.

Data were amassed from 547 employees in the US hotel industry and subjected to structural equation modeling for analysis.

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.

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.

Unlike previous research that primarily viewed STARA technologies as job replacers and threats, this study reframes them as complements to employees’ roles.

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。

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。

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。

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。

An AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s needs throughout the service journey. This article envisions the idea of AI concierges and discusses how to leverage AI concierges in the customer journey.

This article takes a conceptual approach and draws insights from literature in service management, marketing, psychology, human-computer interaction and ethics.

This article delineates the fundamental forms of AI concierges: dialog interface (no embodiment), virtual avatar (embodiment in the virtual world), holographic projection (projection in the physical world) and tangible service robot (embodiment in the physical world). Key attributes of AI concierges are the ability to exhibit semantic understanding of auditory and visual inputs, maintain an emotional connection with the customer, demonstrate proactivity in refining the customer’s experience and ensure omnipresence through continuous availability in various forms to attend to service throughout the customer journey. Furthermore, the article explores the multifaceted roles that AI concierges can play across the pre-encounter, encounter and post-encounter stages of the customer journey and explores the opportunities and challenges associated with AI concierges.

This paper provides insights for professionals in hospitality, retail, travel, and healthcare on leveraging AI concierges to enhance the customer experience. By broadening AI concierge services, organizations can deliver personalized assistance and refined services across the entire customer journey.

This article is the first to introduce the concept of the AI concierge. It offers a novel perspective by defining AI concierges’ fundamental forms, key attributes and exploring their diverse roles in the customer journey. Additionally, it lays out a research agenda aimed at further advancing this domain.

This study sought to understand which food allergen labeling systems (non-directive, semi-directive, and directive) were attended to and preferred by 34 participants with food hypersensitivity and their perceived corporate social responsibility (CSR) and behavioral intention towards a restaurant that identifies food allergens on menus.

This study used an online survey with open-ended and ranking questions, combined with eye-tracking technology, to explore participants' visual attention and design preferences regarding four menus. This study utilized one-way repeated measures analysis of variance (RM-ANOVA) and heat maps to analyze participants' menu-reading behaviors. A content analysis of survey responses and a ranking analysis of menus were conducted to understand the reasons behind consumers' preferred menu designs.

The advisory statement was not much attended to. Participants identified food allergen information significantly quicker with the directive labeling system (icons) than the other two systems, implying they were eye-catching. Semi-directive labeling system (red text) has lower visit count and was more preferred than two other systems; each labeling system has its strengths and limitations. Participants viewed restaurants that disclosed food allergen information on menus as socially responsible, and they would revisit those restaurants in the future.

This study was one of the first to explore, through use of eye-tracking technology, which food allergen labeling systems were attended to by consumers with food hypersensitivity. The use of triangulation methods strengthened the credibility of the results. The study provided empirical data to restauranteurs in the US on the values of food allergen identification on restaurant menus, although it is voluntary.

This study aims to systematically review the work–family enrichment (WFE) studies in hospitality and tourism management and provide insight into the patterns and trends of WFE literature to practitioners and future researchers.

This study design followed the guidelines of preferred reporting items of systematic reviews and meta-analysis. A final sample of 23 studies related to WFE that published from 2000 to 2021 was selected and systematically analyzed.

This study resulted in a framework that the antecedents and outcomes of WFE at the organizational, job and individual levels. Moderators between antecedents and outcomes were also identified. Theories such as conservation of resources theory, boundary theory, role theory and expansion theory were frequently applied in the investigation of WFE.

This study generated a framework that illustrates the organization characteristics, the job characteristics and individual factors that have examined in hospitality literature on the topic of WFE. This study also pointed out theories that have been used in investigating WFE. However, this systematic review may subject to publication bias and number of reviewed articles remained relatively small.

This study provides suggestions on how hospitality operators could use internal marketing strategies and certain leadership styles (e.g. transformational and servant leaderships) to enhance employees’ WFE.

This study summarized the publication trends and patterns of the WFE studies in hospitality and tourism management in the past two decades, which provides suggestions for future scholars to further explore this research topic.