This study underscores the potential for hotel employees to resort to boycotting as a means to compete with AI machines and secure personal benefits. This unethical decision-making process is exacerbated when facing higher job requirements for innovativeness. Conversely, hotel employees can alleviate their workloads and enhance their recovery with the assistance of AI. Our research aims to offer valuable insights for future studies and organizational practices, promoting a nuanced understanding of the dynamics between competition and collaboration among hotel employees and AI, particularly in terms of resource conservation.

Substituting human labor with AI can save time and resources while compensating for any loss experienced by employees due to increased job demands. This shift prompts employees to prioritize their health in relation to work tasks, enhancing their recovery levels and safeguarding their immediate work resources. Improved recovery levels enable employees to invest their energy and time more effectively, focusing their attention on current tasks and diminishing unrelated information

The increasing prevalence of AI technologies, e.g. machines, robots and algorithms, in the workplace signals that they may potentially replace the employees’ roles in the future, resulting in a perceived sense of job uncertainty (Brougham and Haar, 2018; Kong et al., 2021). Currently, research on AI awareness is still in its early stages. Only a few studies have examined employees’ emotional (emotional exhaustion), psychological (job insecurity), motivational (intrinsic motivation) and behavioral reactions (work engagement and innovative behavior) to AI at the individual level (Liang et al., 2022; Koo et al., 2021; Yam et al., 2023). They indicate that AI awareness may have a dual-edged effect due to its dual attributes – challenging and hindering

However, many researchers have highlighted the positive role of AI in assisting employees (Jia et al., 2024). AI applications can reduce workload by enabling human workers to focus on more valuable tasks (Osawa et al., 2017; Qiu et al., 2022) found that AI technology significantly alleviates the physical and psychological fatigue of frontline hotel employees, enhancing their positive emotions and service quality. Prentice et al. (2020) emphasized AI’s crucial role in improving the performance and retention of employees. Moreover, Kong et al. (2024) indicated that the work autonomy provided by AI can effectively foster the innovative capabilities of employees. Thus, AI alleviates employees’ workload, evoking job insecurity and prompting employees to seek alternative employment opportunities in the hotel industry.

The double-edged sword effect of artificial intelligence awareness among hotel employees

Moreover, hotel managers should establish clear divisions of labor between AI and frontline employees. They should assign key tasks, e.g. customer service and service innovation, to human employees, while repetitive tasks, e.g. greeting guests and taking orders to AI. This approach aims to mitigate employees’ feelings of job insecurity.

Study 1 established a causal relationship between employees’ AI awareness and its dual outcomes, while Study 2 extended this relationship by controlling for traditional technology effects. The results showed that higher AI awareness among employees positively influences their work engagement through improved recovery levels. AI interventions in hotels relieve frontline staff from repetitive tasks, conserving both physical and psychological energy for more impactful responsibilities (Jia et al., 2024; Qiu et al., 2022). However, heightened AI awareness exacerbates feelings of job insecurity among employees, prompting them to engage in AI boycott behaviors. As AI increasingly replaces critical tasks traditionally performed by employees, perceived job insecurity drives behavioral responses such as boycotts, consistent with Yam et al. (2022) but inconsistent with Yam et al. (2023); Li et al. (2019), and passive responses such as burnout, workplace incivility and turnover. The findings show that employees could resort to proactive responses such as boycotts that weaken AI. Moreover, the requirement for innovativeness consumes employees’ resources (Yuan and Woodman, 2010). In a state of scarcity, employees are more likely to engage in resource-protection behaviors (Hobfoll et al., 2018). Therefore, innovativeness as a job requirement serves as a conditional variable that can strengthen the two positive relationships between AI awareness and either work engagement or AI boycott.

As AI replaces many hotel jobs, the remaining human roles become more competitive, retaining employees who meet their heightened expectations (Prentice et al., 2020). As AI replaces jobs in the hotel industry, the talent market tends to become saturated. With fewer job opportunities available, leaders gain greater bargaining power and employees may have less influence over their compensation, potentially leading to salary reductions.

To reflect this differentiation, Hellgren et al. (1999) further divide job insecurity into quantitative and qualitative forms. The quantitative form refers to the fear of losing one’s current job while the qualitative form relates to perceptions of diminished job quality and changes in the employment relationship. This distinction is the focus of many previous studies on job insecurity.

Currently, research on AI awareness is still in its early stages. Only a few studies have examined employees’ emotional (emotional exhaustion), psychological (job insecurity), motivational (intrinsic motivation) and behavioral reactions (work engagement and innovative behavior) to AI at the individual level (Liang et al., 2022; Koo et al., 2021; Yam et al., 2023).

The increasing prevalence of AI technologies, e.g. machines, robots and algorithms, in the workplace signals that they may potentially replace the employees’ roles in the future, resulting in a perceived sense of job uncertainty

For this reason, frontline employees should innovatively interact with AI to maintain a balance between human value and AI functionality

Some scholars argue that the risk of being replaced by robots leads to job insecurity and maladaptive behaviors (Yam et al., 2023). For example, Koo et al. (2021) found that job insecurity among hotel employees likely detracts from their work engagement, limits their career capabilities and contributes to higher levels of job burnout (Kong et al., 2021).

but it presents challenges to organizational management, particularly regarding employees’ adaptive behaviors and responses. For example, hotel employees may damage AI systems due to the repetitive nature of hotel tasks and the fear that intelligent machines will replace them through automation (Raisch and Krakowski, 2021).

In hotel operations, AI enhances employees’ productivity and efficiency to alleviate workloads

This study uses a structural equation model, ordinary least squares and bootstrapping method to analyze the data collected with a field study and a scenario experiment from star-hotels in Shanghai, Paris and Seoul.

As the hospitality and tourism industries navigate the complexities of increasing staff shortages, technological developments offer a promising pathway to overcoming these challenges. Automation, artificial intelligence, robotics, and advanced data analytics each play a distinct role in enhancing operational efficiency, improving service delivery, and optimizing workforce management. By embracing these technologies, businesses can better cope with staffing deficits and position themselves for long-term success in a rapidly evolving environment. However, the integration of technology must be approached with a strategic mindset, ensuring that it complements human efforts and enhances the overall guest experience. As the industry continues to adapt to these changes, ongoing research and innovation will be crucial in shaping the future of hospitality and tourism in an increasingly technology-driven world.

Technological innovations have begun to play a crucial role in reshaping the hospitality and tourism sectors. The integration of new technologies can help address staffing issues in various ways, from enhancing operational efficiency to creating new service delivery models. The scope of technological interventions spans a wide range of applications, including automation, artificial intelligence (AI), robotics, and advanced data analytics. These technologies not only promise to alleviate some of the pressures caused by staff shortages but also have the potential to transform the industry in profound ways.

Staff shortages in hospitality and tourism industries: how technology influences?

This special issue explores the potential of automation, artificial intelligence, robotics and advanced data analytics in mitigating staff shortages. Automation streamlines operations, AI enhances customer interactions, robotics reimagines service delivery and data analytics informs strategic decisions. The study addresses a strategic question by combining literature reviews, data analysis, expert insights from practitioners and practical solution recommendations.

While the potential benefits of technological developments are substantial, successful integration into the workforce requires careful consideration and planning. It is essential for businesses to strike a balance between leveraging technology and maintaining a human touch in service delivery. The effective use of technology should complement, rather than replace, human interaction, ensuring that guests continue to receive personalized and high-quality experiences (Brown and Green, 2023).

Robotic technology is another area where innovation is making a significant impact. Robots are increasingly being used in various roles within the hospitality and tourism sectors, from room service delivery to cleaning and maintenance. For instance, robots designed to deliver amenities to guest rooms can reduce the need for human staff to perform these tasks, allowing them to focus on more customer-centric activities (Jones, 2023). Similarly, robotic cleaners can maintain cleanliness and hygiene in public areas with minimal human supervision, contributing to overall operational efficiency.

This issue has been notably intensified by the COVID-19 pandemic, which triggered widespread layoffs, heightened job uncertainty, and altered workforce dynamics across the globe (Smith, 2023). As these sectors are heavily reliant on human interaction and personalized service, the reduction in available labor has had profound implications for operational efficiency and customer satisfaction.

However, successful integration of technology requires careful planning, training and ongoing maintenance to ensure a balance between technology and human interaction. By embracing these technologies, businesses can better cope with staffing deficits and position themselves for long-term success in a rapidly evolving environment.

utomation streamlines operations, AI enhances customer interactions, robotics reimagines service delivery and data analytics informs strategic decisions.

Labor Shortages in the Hospitality Industry:The Effects of Work-Life Balance, Employee Compensation,Government Issued Unemployment Benefits and Job Insecurityon Employees’ Turnover Intentions

For months,individuals were paid more than they wouldnormally get without even working, which couldpossibly discourage the majority of them fromlooking for jobs and rather remain unemployed.Therefore, the boosted unemployment benefitsmay be another major reason for individuals’unwillingness to return to work

the hospitality industry is very demanding;the constant pressure, the new innovative trendsand constantly changing consumer preferencesare becoming too stressful for employees tohandle, affecting their behaviors andrelationships at home, creating conflicts

It causes laborshortages in the country, making the labor marketextremely competitive with rising wages.According to Lock (2021), the total hospitality jobsin the United States (U.S.) increased to 13.13million as of December 2020. It is still not close toits pre-pandemic levels of 17 million. Per EDD’sindustry employment report (2022),accommodation and food services sectors

Conclusion: addressing the labor shortage problem in the hospitality and tourism industries

In their article, “Technological workforces of events: where and how to use them?” Dalgic and Demircioglu Dalgic (2024) explore how the available Technologies might be useful to organize events under labor shortage pressures. The authors discuss tha technologies such as robots/robotics, AI, IoT, and AR/VR can be utilized to manage participant registration, provide information on products and services, prepare and serve food and beverages, perform (e.g. as dancers or musicians), manage crowds, and ensure security, use the Technologies to design logos and developing promotional materials, marketing, and data analysis; use them in participant registration, check-in processes, venue climate control, heat mapping, and gathering preference data on products and activities, and use them for pre-event space visualization and arrangement, and enhance entertainment and experiences for the guests. The article “Exploring the Consequences of Automation in the Post-Pandemic Era: Hotel Labor Woes” by Erdem (2024) examines the potential short-term and long-term implications of automation on hotel workers and operators. The authors suggest that adopting a thoughtful and strategic approach to implementing these technologies could lead to the creation of new job opportunities and job security for hotel staff, as well as stability for hotel operators. The article “Adapting to the Skies: Evolution of Qualified Personnel in Airline Operations Amid Technological Advancements” by Akpur (2024) discusses that technological advancements in air transportation have led to significant changes in the way airlines operate. Specifically, the introduction of new technologies has reduced the need for human interaction and decreased the number of personnel required. The impact of these advancements has been most pronounced in three key areas: back offices, ground services, and flight operations. Looking ahead, experts predict that ground services will increasingly adopt self-service models, resulting in more efficient and error-free processes.

discusses to what extent the automation may help hospitality companies to overcome labor shortage problem in the industry and concludes that robots, artificial intelligence and service automation have substitution, enhancement and transformational effects on tasks and jobs and claims that the automatability of jobs depends on the automatability of the tasks they include.

The first article by Niyet et al. (2024) provides a comprehensive discussion on how 3D printing can be employed in food operations to address labor shortages in the hospitality and restaurant industries. The authors argue that 3D food printing technology is a viable solution to labor shortages in kitchens by automating labor-intensive tasks, enhancing labor efficiency, and enabling customized food production.

Low pay(2)Irregular working hours(3)Poor benefits(4)Burnout and exhaustion(5)Stress(6)Mostly part-time and frontline positions(7)Unsophisticated or generic skillsets(8)The rise of the gig economy(9)Increasing demand for work flexibility(10)Better career opportunities in competing industrie

This conclusion draws upon the collective insights from the articles in this thematic issue, providing a comprehensive overview of the key findings and their implications. A thorough analysis and discussion of the results are presented, offering a synthesis of the research and its significance for the hospitality and tourism industry.

According to the December Job Openings and Labor Turnover Summary released by the Bureau of Labor Statistics (2021a), the number of job openings in the USA reached 11 million as of the last business day of October 2021, of which the accommodation and food services sector took the lead and added 254,000 jobs. Meanwhile, there were only 6.9 million unemployed workers in November 2021, about 542,000 fewer than the previous month (Bureau of Labor Statistics, 2021b). That means, even if all unemployed workers found a job in November, there were still about 4.1 million unfilled positions in the market. On top of that, a trend called “Great Resignation” emerged. The Bureau of Labor Statistics (2021a) reported a record-high number of people quitting jobs, at 4.5 million in November 2021, with the largest increase from the accommodation and food services sector (+159,000). H&T companies have had to compete with one another and firms in other sectors to attract and retain top talent. This critical reflection will assess the labor shortage challenge facing the H&T industry from both the demand and supply perspectives, aiming to address:

Businesses have been presented with many unprecedented challenges because the pandemic hit the global economy. Non-essential business activities were suddenly put on hold because of massive lockdowns, mask mandates and strict enforcement of social distancing measures for consumers and workers. When people stopped traveling and dine-in services were restricted, the hospitality and tourism (H&T) industry collapsed (Kwok et al., 2021). Furlough or layoff was one immediate action businesses took to reduce labor and operational costs (Baum et al., 2020). Starting in the summer of 2020, selected markets and sectors in the H&T industry began showing signs of recovery. Airbnb, for example, laid off 25% of its workforce or 1,900 employees in May 2020 but had already observed growth in year-to-year gross-booking value over the weekend of June 5–7 in 2020 (Bosa, 2020). Gradually, companies resumed hiring more staff to meet the growing demand. It did not take long for businesses across different sectors to realize that they needed to deal with another new challenge from the COVID-19 crisis – labor shortage.