Service robots, artificial intelligence awareness, self-efficacy and work engagement

Purpose The rise of artificial intelligence (AI) technology has sparked concerns across various industries, especially within frontline service sectors, as it fosters a sense of insecurity among practitioners. However, prior research on how and when AI impacts employees’ psychological and work states remains insufficient. This study aims to explore the relationships of AI awareness with job insecurity and work engagement, with a particular focus on how self-efficacy affects these dynamics. Design/methodology/approach A questionnaire survey was employed to collect 302 responses from frontline employees in the hotel industry in China. Data analysis was conducted using SPSS 21.0 and AMOS, employing hierarchical regression analysis and Johnson-Neyman tests to validate the main, mediating, and moderating effects. Findings The findings indicate that AI awareness negatively influences work engagement by triggering job insecurity. Self-efficacy serves as a mitigating factor, alleviating the adverse impact of AI awareness on work engagement. Notably, the Johnson-Neyman test reveals a positive shift in the relationship between AI awareness and work engagement when self-efficacy exceeds a certain threshold. Originality/value The present study is among the first to explore the relationship between AI awareness and work engagement, contributing to a growing body of research in this area. It contributes not only by enriching the existing literature on AI and employee work states but also by introducing new perspectives, thereby providing valuable insights for both scholars and practitioners.