THE IMPACTS OF IT IDENTITY THREAT ON HOSPITALITY EMPLOYEES’ TURNOVER INTENTIONS AND ORGANIZATIONAL COMMITMENT

Shiyi Yang

This dissertation includes two manuscripts. The first manuscript discusses information technology (IT) identity threat’s impacts on hotel employees’ turnover intention in the U.S. and China. Taking a cross-cultural perspective, this study examines the attitudes of U.S. and Chinese hotel employees toward IT identity threat and its impact on their turnover intentions amid the increasing use of robotics in the global hospitality industry. U.S. and Chinese hotel workers (N=194 and N=204, respectively) participated in the study. They were recruited through online research platforms: Credamo for the China sample and Prolific for the U.S. sample. Various analyses were conducted, including PLS-SEM, PLS-multigroup analysis, and t-tests. The results show that both Chinese and U.S. workers experience IT identity threat, which contributes to job insecurity and stress, thereby increasing turnover intention. Moreover, U.S. employees are more likely to resign from their current positions due to IT identity threats and stress than their Chinese counterparts. This study provides global insights into the intersection of information technology and human resource management in the hospitality industry. The findings highlight a shared concern among hospitality employees regarding the changes introduced by robots. Therefore, hospitality organizations should adopt effective strategies to minimize the negative impacts of robotics, foster a supportive organizational culture, and promote positive interactions between employees and robots. To the best of the authors’ knowledge, this study is the first to compare reactions of hospitality workers in two culturally distinct countries to IT identity threat. The study contributes to the theoretical understanding of IT identity threats and offers practical implications for hospitality managers.The second manuscript focuses on the IT identity threat impacts on employees’ organizational commitment in the hospitality industry. This research investigates hotel employees’ perceptions of IT identity threat and explores how such perceptions influence their affective organizational commitment in the context of growing robotic adoption within the hospitality industry. Data were collected from 450 hotel employees in China using the Credamo online survey platform. The analysis employed partial least squares structural equation modeling (PLS-SEM), PLS path modeling, and conditional process modeling to test the proposed relationships and moderating effects. The results indicate that hotel employees experience IT identity threat, which negatively affects their perceived organizational support and workplace well-being, ultimately reducing their affective organizational commitment. Furthermore, the moderating analysis reveals that employees working in low power distance environments exhibit more substantial declines in their sense of belonging when confronted with IT identity threats than those in high power distance settings. This study deepens understanding of the intersection between technological advancement and human resource management in the hospitality sector. The findings suggest that hotel organizations should implement targeted strategies to mitigate employees’ perceptions of identity threat, cultivate a supportive organizational climate, and encourage constructive collaboration between human workers and robotic systems. To the best of the authors’ knowledge, this study represents the first empirical comparison of hospitality employees’ responses to IT identity threat from a cultural perspective. It advances theoretical understanding of IT identity threat and provides actionable guidance for hospitality managers navigating the challenges of service automation.

THE IMPACTS OF IT IDENTITY THREAT ON HOSPITALITY EMPLOYEES’ TURNOVER INTENTIONS AND ORGANIZATIONAL COMMITMENT

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