인공지능시스템에 대한 호텔 종업원의 양가적(兩價的) 인식과 사용자 저항의 영향 관계

Abstract

Utilizing the job demands-resources model, this study investigated the impact of hotel employees' perceptions of artificial intelligence(AI) systems (job demands) on user resistance, as mediated by switching costs (stress factors) and switching benefits (motivational factors). Additionally, it sought to explore how these relationships are moderated by the level of organizational support (job resources). To achieve the research objectives, an online survey was conducted targeting hotel employees who experienced AI systems in their work. The research findings are as follows: Firstly, employees' AI perceptions had a positive impact on switching costs but did not significantly affect switching benefits. Secondly, switching costs had a positive influence on user resistance, while switching benefits negatively impacted user resistance. Thirdly, the level of organizational support moderated the relationships between AI perceptions, switching costs, and switching benefits. These study findings contribute to deepening the understanding of hotel employees' resistance to AI systems. It confirms the significant role of the level of organizational support when introducing AI systems. Consequently, this study suggests theoretical and practical implications for developing effective employee resource management strategies for hotel organizations that have introduced or plan to use extended AI systems.