The effect of artificial intelligence awareness on frontline service employees’ silence: the roles of psychological contract breach and moral identity DOI
Mengting Cheng, Long Zhang, Haiqing Wang

et al.

International Journal of Contemporary Hospitality Management, Journal Year: 2025, Volume and Issue: unknown

Published: Feb. 28, 2025

Purpose The widespread use of artificial intelligence (AI) technology in the hospitality industry has triggered concerns among frontline service employees about their future careers, namely, AI awareness. This study aims to explore whether awareness influences employees’ silence through psychological contract breach and this process is contingent on moral identity, drawing social exchange theory identity theory. Design/methodology/approach data were collected from 355 Chinese hotels using a two-wave survey. SPSS macro PROCESS Model 58 was used test proposed hypotheses. Findings increases by prompting breach. moderated identity. Specifically, mitigates effect silence. Practical implications Organizations managers should pay attention impact take measures help them better adapt rapidly changing work environment. In particular, it helps reduce fostering positive attitudes toward AI, maintaining contracts developing identities. Originality/value enriches research outcomes directing our Moreover, not only explores responses that make as “economic persons” but also examine they, “moral persons,” regulate under AI. Exploring dual identities bring closer realities managerial practice, thereby contributing understanding management complex shocks.

Language: Английский

The effect of artificial intelligence awareness on frontline service employees’ silence: the roles of psychological contract breach and moral identity DOI
Mengting Cheng, Long Zhang, Haiqing Wang

et al.

International Journal of Contemporary Hospitality Management, Journal Year: 2025, Volume and Issue: unknown

Published: Feb. 28, 2025

Purpose The widespread use of artificial intelligence (AI) technology in the hospitality industry has triggered concerns among frontline service employees about their future careers, namely, AI awareness. This study aims to explore whether awareness influences employees’ silence through psychological contract breach and this process is contingent on moral identity, drawing social exchange theory identity theory. Design/methodology/approach data were collected from 355 Chinese hotels using a two-wave survey. SPSS macro PROCESS Model 58 was used test proposed hypotheses. Findings increases by prompting breach. moderated identity. Specifically, mitigates effect silence. Practical implications Organizations managers should pay attention impact take measures help them better adapt rapidly changing work environment. In particular, it helps reduce fostering positive attitudes toward AI, maintaining contracts developing identities. Originality/value enriches research outcomes directing our Moreover, not only explores responses that make as “economic persons” but also examine they, “moral persons,” regulate under AI. Exploring dual identities bring closer realities managerial practice, thereby contributing understanding management complex shocks.

Language: Английский

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