The effect of STARA awareness on hotel employees' turnover intention and work engagement: the mediating role of perceived organisational support

Abstract

Purpose

The proliferation of Smart Technologies, Artificial Intelligence, Robotics, and Algorithms (STARA) in the tourism and hospitality (T&H) industry has been shown to trigger negative employee behaviour associated with awareness of these technologies. This study expands the existing literature on technology and organisational behaviour from the perspective of hospitality employees based on a dual appraisal of STARA awareness.

Design/methodology/approach

The sample included 324 Turkish hotel employees, and the analysis was conducted through partial least squares structural equation modelling (PLS-SEM).

Findings

Results revealed the negative impact of STARA awareness on job outcomes among hotel employees. STARA awareness negatively affected the psychological relationship between individuals and organisations. Despite these findings, when perceived as a companion that could support employees' career development, STARA technologies increased employees’ work engagement.

Practical implications

Organisational support plays a critical role in decreasing employees’ fear of technological unemployment. Hotel managers can increase employees' commitment to the organisation by helping them feel valued and supported. However, the support they give to employees will not always work. While more optimistic employees are warmer toward the organisation, depressed employees may not recognise the value the organisation gives them. Hence, managers should strive to offer personalised assistance that addresses the distinct requirements and worries of individual employees.

Originality/value

The research provides a two-sided assessment, extending the one-sided negative perceptions of employees towards STARA technologies. The research is grounded in the Transactional Stress Theory and provides significant implications for the Job Demands-Resources Theory, Person-Organisation Fit Theory, and Self-Determination Theory.

Citation

Başer, M.Y., Büyükbeşe, T. and Ivanov, S. (2024), "The effect of STARA awareness on hotel employees' turnover intention and work engagement: the mediating role of perceived organisational support", Journal of Hospitality and Tourism Insights, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JHTI-12-2023-0925