Building adaptive hospitality workforces in the AI era: A moderated mediation model of artificial intelligence and robotics awareness, digital self-efficacy, task crafting, and psychological resilience

Abstract

Purpose: This study aims to examine how employees develop adaptive performance in response to the growing integration of artificial intelligence and robotics in the hospitality sector by testing a moderated mediation model grounded in Conservation of Resources (COR) theory and Social Cognitive Theory.

Design/methodology/approach: Using survey data from 406 full-time employees working in five-star hotels in Egypt and analyzing the model through PLS-SEM via WarpPLS, the study investigates whether Artificial Intelligence and Robotics Awareness (AIRA) enhances adaptive performance directly and indirectly through digital self-efficacy and task crafting.

Findings: The results show that AIRA significantly improves adaptive performance and strengthens both digital confidence and proactive task redesign. Digital self-efficacy and task crafting emerge as key mediators, revealing the cognitive and behavioral mechanisms through which awareness translates into adaptability. The findings also show that psychological resilience moderates several pathways: it amplifies the effects of AIRA on digital self-efficacy and adaptive performance, but weakens its influence on task crafting.

Originality/value: This study advances theoretical understanding of workforce adaptation in technology-intensive environments and offers practical guidance for developing digitally confident, proactive, and resilient employees capable of thriving in the AI era.