Generative Artificial Intelligence in the Hospitality Industry: Does it Matter for Employee Well-Being?

This paper examines the role of generative artificial intelligence (AI), in influencing employee well-being within the hospitality industry. Drawing upon the Job Demands-Resources (JD-R) model, the study delves into how diverse job demands and resources affect the well-being of hotel frontliners, while also testing the moderating influence of generative AI on this relationship. Employing an online survey methodology, primary data were gathered from 220 frontliners working in selected hotels in Makassar, Indonesia. The findings reveal a significant negative impact of job demands on employee well-being, underscoring the adverse effects of factors such as workload, time pressure, and emotional demands on hotel frontliners. Conversely, job resources are found to have a positive and significant influence on employee well-being, emphasizing the pivotal role of supportive factors such as autonomy, social support, and opportunities for skill development in enhancing well-being. Moreover, the study identifies generative AI as a noteworthy moderator in this context. These findings hold implications for both theoretical understanding and practical applications in human resource management within the hospitality industry. As the hospitality sector continues to integrate AI technologies, prioritizing employee well-being emerges as a critical factor in sustaining a motivated and productive workforce.