AlGC techno-overload and hospitality employees’ service outcomes: a conservation of resources perspective
研究了AIGC技术过载如何通过自我损耗影响酒店员工的服务表现，发现技术过载会降低主动服务并增加服务破坏行为，而自我控制能缓解这种负面影响。
Purpose Artificial intelligence generated content (AIGC) has shown significant potential in the hospitality workplace. Drawing from conservation of resources theory, this study aims to examine the impact of AIGC techno-overload on hospitality employees’ proactive customer service performance (PCSP) and service sabotage via the mediating role of ego depletion and the moderating role of self-control. Design/methodology/approach Study 1 used experience sampling method (ESM) with 117 frontline hospitality employees’ 708 daily reports over 10 workdays. Study 2 used a scenario experiment with 187 frontline hospitality employees. Findings AIGC techno-overload negatively affects PCSP and positively impacts service sabotage, mediated by ego depletion. In addition, both trait and state self-control mitigated the indirect effect of AIGC techno-overload on PCSP and service sabotage via ego depletion. Practical implications Managers can mitigate the negative effects of AIGC techno-overload by providing training on time management and stress reduction. Fostering a work environment that supports high self-control can help employees manage technological demands, enhancing well-being and proactive service behavior while reducing service sabotage. Originality/value The hospitality literature lacks an understanding of the negative effect of AIGC on frontline employees’ job outcomes. This research enriches AIGC literature by providing unique insights of AIGC techno-overload’s effect on service behaviors. Furthermore, this research reveals the mediating role of ego depletion and the moderating effect of self-control.