Dancing with service robots: The impacts of employee-robot collaboration on hotel employees’ job crafting

Song, Yue; Zhang, Mengying; Hu, Jiajing; Cao, Xingping

doi:10.1016/j.ijhm.2022.103220

Cited by 46 publications

(18 citation statements)

References 48 publications

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“…The factor analysis with an unrotated factor solution showed that the first factor explains 45.328% of the total variance, less than the threshold of 50% (Podsakoff and Organ, 1986). Second, we conducted a common factor test (Podsakoff et al , 2003; Song et al , 2022). After adding a latent common method factor in the five-factor measurement model, the model fit has a slight change.…”

Section: Analysis and Resultsmentioning

confidence: 99%

The mobilization of employees’ psychological resources: how servant leadership motivates pro-customer deviance

Xiong

Zhang

et al. 2022

IJCHM

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Purpose Drawing on social learning theory and conservation of resources theory, this study aims to investigate how servant leadership (SL) is linked to employees’ pro-customer deviance (PCD) through the serial mediating effects of perceived organizational support for creativity (POS) and creative self-efficacy (CSE), work autonomy (WA) and CSE. Design/methodology/approach This study used an online questionnaire survey platform to accurately distribute the questionnaire to the target population. Data were collected from 439 frontline employees working in hotels. The data were analyzed with a structural equation modeling approach to identify the complex relationship. Findings Using an online survey, this study demonstrated the significant positive effect of SL on PCD and further revealed the two serial mediating paths (POS → CSE; WA → CSE) of the SL effect. Practical implications The findings of this research generate valuable implications for practitioners and managers. Managers need to be aware of the objectivity and universality of PCD in service delivery scenarios and fully understand how their leadership style influences the internal motivation and external performance of employees engaged in this behavior. Originality/value This study makes a prominent contribution to the hospitality literature by focusing on PCD. This study enriches the research on the antecedents of PCD, constructs a cross-level multipath mechanism model of PCD in the context of SL and reveals the rationalization process and nature of employees’ PCD.

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Section: Analysis and Resultsmentioning

confidence: 99%

The mobilization of employees’ psychological resources: how servant leadership motivates pro-customer deviance

Xiong

Zhang

et al. 2022

IJCHM

Self Cite

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“…In an era where AI technology will increasingly work alongside humans, employees' proactive involvement in adjusting how they perform their work and generally adapting to changes in work is critical (Jerman et al. , 2020; Song et al. , 2022).…”

Section: Discussionmentioning

confidence: 99%

“…Job crafting is one of the most important factors that determines important work outcomes for employees, including performance, creativity and job satisfaction (Bakker and Oerlemans, 2019;Chen et al, 2021;Demerouti et al, 2015;Zhang and Parker, 2019). In an era where AI technology will increasingly work alongside humans, employees' proactive involvement in adjusting how they perform their work and generally adapting to changes in work is critical (Jerman et al, 2020;Song et al, 2022). Indeed, the introduction of AI in many industries has created a new organizational context that requires novel research that address implications particularly related to the antecedents of job crafting.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

Being proactive in the age of AI: exploring the effectiveness of leaders' AI symbolization in stimulating employee job crafting

Liu

Zheng

et al. 2023

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PurposeThis study aims to explore whether, how and when leaders' artificial intelligence (AI) symbolization (i.e. the demonstration of leaders' acceptance of and support for AI by engaging in AI-related behaviors and/or displaying objects that reflect their affinity for AI) affects employee job crafting behaviors.Design/methodology/approachThe authors conducted two studies (i.e. an experiment and a multi-wave field survey) with samples from different contexts (i.e. United States and China) to test our theoretical model. The authors used ordinary least squares (OLS) and hierarchical linear modeling (HLM) to test the hypotheses.FindingsLeaders' AI symbolization is positively related to employee change readiness and, in turn, promotes employee job crafting. Moreover, employee-attributed impression management motives moderate the positive indirect effect of leaders' AI symbolization on employee job crafting via change readiness, such that this indirect effect is stronger when employee-attributed impression management motives are low (vs high).Practical implicationsLeaders should engage in AI symbolization to promote employee job crafting and avoid behaviors that may lead employees to attribute their AI symbolization to impression management.Originality/valueBy introducing the concept of leaders' AI symbolization, this study breaks new ground by illustrating how leaders' AI symbolization positively influences employees' change readiness, as well as job crafting in the workplace. Further, integrating AI as a novel and timely context for evaluating job crafting contributes to the literature where empirical research is relatively scant, particularly regarding the factors that prompt employees to engage in job crafting.

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“…x Employees' seniority, awareness of service robots, perception of service robots' social skills and prior experience in using service robots influenced their perception of robot-induced unemployment Song et al (2022) Employees' perceptions of service robots (perceived risk, playfulness, performance expectancy and effort expectancy) influence their job crafting (continued ) Service robot affecting human co-workers Across two scenario-based experimental studies, we show that anthropomorphic service robots affect human employees in terms of their morals and their resistance to robot deployment through perceived job-security threat (Study 1). Study 2 further shows that the type of AI intelligence (mechanical AI vs analytical AI) acts as the boundary condition of the mediating effects anthropomorphic service robots (low vs. high) on employees' resistance and morale through perceived job-security threat.…”

Section: Introductionmentioning

confidence: 99%

How does service robot anthropomorphism affect human co-workers?

Tojib

Sujan

et al. 2023

JOSM

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PurposeService robots are gradually becoming more anthropomorphic and intelligent. This research aims to investigate how anthropomorphic service robots with different levels of intelligence affect their human counterparts.Design/methodology/approachTwo between-subject experimental studies were used to test whether different levels of service robot anthropomorphism with different levels of intelligence influence employees' morale and resistance to service robots.FindingsStudy 1 shows that the effect of service robot anthropomorphism (low vs. high) on employees' resistance and morale is mediated by perceived job-security threat. Study 2 validates this mediating effect and shows that it is moderated by the type of AI (mechanical vs. analytical). Specifically, when exposed to mechanical AI-powered service robots, employees exhibit a higher perceived job-security threat toward robots with a high (vs. low) degree of anthropomorphism. This moderating effect is not observed when employees are exposed to analytical AI-powered service robots. This moderated mediation effect is also found for the signing of a petition as the behavioral outcome.Practical implicationsService firms considering the adoption of mechanical AI-powered service robots should choose a low (vs. high) anthropomorphic robot to reduce the sense of job-security threat felt by human employees, which subsequently increases their acceptance. However, if analytical AI-powered service robots with are to replace their human employees, the degree of anthropomorphism becomes irrelevant.Originality/valueThis is the first empirical study to explore how anthropomorphic service robots can influence human employees' evaluations and behaviors.

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Dancing with service robots: The impacts of employee-robot collaboration on hotel employees’ job crafting

Cited by 46 publications

References 48 publications

The mobilization of employees’ psychological resources: how servant leadership motivates pro-customer deviance

The mobilization of employees’ psychological resources: how servant leadership motivates pro-customer deviance

Being proactive in the age of AI: exploring the effectiveness of leaders' AI symbolization in stimulating employee job crafting

How does service robot anthropomorphism affect human co-workers?

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