EMPLOYEE ENGAGEMENT AND RETENTION IN AI-ENABLED HOTEL OPERATIONS: EXAMINING THE ROLE OF TECHNOSTRESS

The integration of artificial intelligence (AI) has transformed hotel operations and increased employees’ need to adapt to changing technological demands. Guided by Person–Environment (P-E) Fit Theory, this study examined the relationships between vigor, dedication, absorption, technostress, and employee retention, including the mediating role of technostress. A quantitative cross-sectional survey was conducted among 96 Malaysian hotel employees with experience in AI-enabled operations, and the data were analysed using SPSS and PLS-SEM. The findings showed that dedication significantly and positively predicted employee retention, while absorption significantly and positively predicted technostress. Vigor and dedication were negatively but not significantly related to technostress, whereas technostress had a positive but not significant relationship with employee retention. The study found no significant mediating effects of technostress. The findings demonstrate that engagement dimensions operate differently within AI-enabled hotel environments and extend P-E Fit Theory to technology-driven hospitality contexts. Given the modest sample size, interpret the results cautiously and validate them with larger samples.