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Dissertation
EXPLORING THE IMPACT OF ORGANIZATIONS' INTEGRATION OF AI TECHNOLOGY ON EMPLOYEES’ WORK BEHAVIORS IN THE HOSPITALITY INDUSTRY
Washington State University
Doctor of Philosophy (PhD), Washington State University
07/2024
DOI:
https://doi.org/10.7273/000007114
Abstract
With a special focus on organization‘s response to rapid artificial intelligence (AI) technological advancements, this dissertation investigates critical facets of organizational behaviors within the hospitality industry. The findings of this dissertation emphasize the pivotal roles of organizational agility and AI technology capabilities in shaping employee engagement and organizational effectiveness. Study one investigates how psychological ownership influences
emotional labor among hospitality employees, exploring the underlying mechanisms at play. The study finds that psychological ownership increases deep acting and decreases surface acting through the full mediation effect of employees‘ customer orientation. Furthermore, employees‘ perceived job autonomy moderates only the effect of customer orientation on deep acting, but not on surface acting. Study two introduces a three-way interaction model to examine the effects of organizational agility to AI technologies, employees‘ tech savviness, and consensus on AI technology appropriation and on organizational citizenship behavior in hospitality organizations. Utilizing survey data from 374 hospitality employees, this study reveals that tech savviness positively moderates the relationship between organizational agility to AI technologies and employees‘ psychological ownership, leading to enhanced organizational citizenship behavior. Conversely, consensus on organizational AI technologies appropriation negatively moderates the abovementioned moderated mediation effect of organizational agility to AI technologies and employees‘ tech savviness on organizational citizenship behavior through psychological ownership. Study three investigates the impacts of hospitality organizations' AI capability on employees' work engagement. Employing sequential mediation analysis, the study demonstrates that organizational agility and employee agility mediate the positive influence of hospitality organizations‘ AI capability on employees‘ work engagement. This sheds light on the mechanisms through which AI adoption influences employee motivation and commitment. These studies contribute to understanding the complex dynamics within hospitality organizations facing rapid technological advancements. They emphasize the significance of employees‘ psychological factors, organizational responses to technology, and agility in shaping employee attitudes and behaviors crucial for organizational success in the digital age. Theoretical and managerial contributions of these studies are discussed. Future study directions are provided.
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Details
- Title
- EXPLORING THE IMPACT OF ORGANIZATIONS' INTEGRATION OF AI TECHNOLOGY ON EMPLOYEES’ WORK BEHAVIORS IN THE HOSPITALITY INDUSTRY
- Creators
- Lu Yuan
- Contributors
- Jenny Kim (Chair)Nancy Swanger (Committee Member)Chun Chu Chen (Committee Member)
- Awarding Institution
- Washington State University
- Academic Unit
- Carson College of Business
- Theses and Dissertations
- Doctor of Philosophy (PhD), Washington State University
- Publisher
- Washington State University
- Number of pages
- 122
- Identifiers
- 99901152215401842
- Language
- English
- Resource Type
- Dissertation