The double-edged impact of generative artificial intelligence dependence on service innovation in the hospitality industry: A self-regulation perspective

To date, studies on the relationship between generative artificial intelligence (GenAI) dependence and service innovation have yielded inconsistent results. Drawing on self-regulation theory, we examine how and when GenAI dependence promotes or inhibits service innovation in the hospitality industry. Three studies were conducted to examine how GenAI is used in hospitality management and test the conceptual model: a three-wave questionnaire survey ( N = 333), a quasi-field experiment ( N = 227), and an in-depth interview ( N = 11). The results indicate that GenAI dependence promotes service innovation by decreasing affective rumination, and this beneficial indirect path is amplified by employees’ neuroticism. Meanwhile, GenAI dependence inhibits service innovation by decreasing problem-solving pondering, and this unfavourable indirect path is weakened by employees’ conscientiousness. This exploration of when and how the use of GenAI either promotes or inhibits service innovation broadens our understanding of the consequences of GenAI dependence in the hospitality management field. • GenAI dependence promotes service innovation through decreasing affective rumination. • This beneficial indirect path is amplified by employees’ neuroticism. • GenAI dependence inhibits service innovation through decreasing problem-solving pondering. • This unfavourable indirect path is buffered by employees’ conscientiousness.