AI disruption threat and employee outcomes: Role of technology insecurity, thriving at work, and trait self-esteem

Although artificial intelligence (AI) has shown a crucial role in the digital transformation of hospitality businesses, our understanding of AI influence on employee performance outcomes has yet to be developed. We draw on self-determination theory (SDT) and aim to investigate when and how AI disruption threat influences employees’ service performance and innovative work behavior. Across a two-wave paper-pencil survey among 500 employees of an integrated resort in Macao, results reveal that AI disruption threat among hospitality workers is positively associated with technology insecurity but is negatively associated with thriving at work, which, in turn, has countervailing effects on service performance and innovative work behavior. In addition, trait self-esteem moderates these relationships, such that the negative indirect effects are attenuated when employees have high-level trait self-esteem. This study expands our understanding of the effects of AI adoption at work and offers practical insights into AI usage in hospitality and tourism businesses.