ARTIFICIAL INTELLIGENCE INTEGRATION AND JOB INSECURITY AMONG HOTEL EMPLOYEES IN KUALA LUMPUR
DOI:
https://doi.org/10.35631/JTHEM.1145021Keywords:
Artificial Intelligence, AI Integration, Job Insecurity, Job Demands, Task Replacement, Hotel IndustryAbstract
The current hotel industry is undergoing a profound digital transformation, with artificial intelligence and service automation spreading rapidly. However, AI-induced job insecurity is a strong psychosocial stressor in the contemporary workplace that impacts employees with burnout, low morale, high turnover intentions, and psychological contract violations. This study aims to examine the current penetration of AI and automation technology in the Malaysian hospitality industry and examine the direct impact of AI-driven task substitution on hotel workers’ job insecurity. A quantitative survey was conducted among 414 among hotel workers in Malaysia. Data were analysed using the Statistical Package for the Social Sciences (SPSS) version 29.0. The results revealed that the higher the visibility of automated systems being implemented in hotels, the stronger the employees’ job insecurity. While AI replacement is a core driver of workplace anxiety, employees who personally experience their daily work being taken over by AI report the strongest levels of anxiety. The findings highlight that this technological shift has imposed high psychological costs on workers. AI automation, job displacement and job-related insecurity show a strong positive correlation, and workers universally have concerns about being phased out. The study provides useful insights for industry stakeholders, policymakers, and hotel senior executives to ensure that intelligent technology empowers rather than replaces the core humanistic values of the hospitality industry.
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