Title: Perceptions and Experiences of Tourism and Hospitality Employees towards AI in the Workplace: A Qualitative Exploration
Authors: Lagman, Jenny Mae M.
Volume: 8
Issue: 7
Pages: 68-76
Publication Date: 2024/07/28
Abstract:
This qualitative research study investigates the perception and experiences of tourism and hospitality employees' towards AI technology. The utilization of AI in the workplace has sparked a spectrum of reactions among employees, ranging from apprehension to excitement. Understanding these diverse perceptions is crucial for elucidating the nuanced interactions between human employees and AI systems. Moreover, the tourism and hospitality sector presents a unique context for such investigations, characterized by its reliance on personalized guest experiences and the intricate interplay of human touch with technological innovation. Finally, it seeks to ascertain whether these perceptions translate into tangible outcomes, such as job satisfaction, productivity, and customer satisfaction levels. A qualitative approach was selected as the research method for this study, through the use of three semi-structured interviews. The research finds out three emerging themes about the perception of hospitality and tourism employees towards artificial intelligence, their experiences from their workplace before and after implementing artificial intelligence technologies.