Journal Screenshot

International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

The Impact of the Perceived Usefulness of Artificial Intelligence-Based Hotel Management Systems on Employee Work Performance: The Mediating Role of Technology Acceptance and the Regulating Effect of Age

Bao Yu, Mohd Anuar Bin Arshad

http://dx.doi.org/10.6007/IJARBSS/v15-i1/24316

Open access

Objective: This study investigates the impact of perceived usefulness of AI-based hotel management systems on employee job performance, examining the mediating role of technology acceptance and the moderating effect of age. Methods: We conducted a quantitative survey among 762 hotel employees in China. Structural equation modeling and moderation analysis were employed to test the hypothesized relationships.Results: Perceived usefulness of AI systems showed a strong positive correlation with job performance (r = 0.68, p < 0.01). Technology acceptance partially mediated this relationship (indirect effect ab = 0.393, 95% CI [0.325, 0.461]). Age significantly moderated the relationship between perceived usefulness and job performance (? = -0.142, p < 0.01), with a stronger effect for younger employees. Conclusions: The study reveals the complex mechanisms underlying the effectiveness of AI systems in the hotel industry. Perceived usefulness directly and indirectly (through technology acceptance) influences job performance, with age playing a significant moderating role. These findings emphasize the importance of tailored implementation strategies that consider employee perceptions, acceptance levels, and age differences. Implications: Hotel managers should focus on enhancing perceived usefulness of AI systems, improving technology acceptance across all age groups, and developing age-specific training programs to maximize the benefits of AI implementation in the hospitality industry.

Sipahi, E. (2017). Creativity and the importance of business management. International Journal of Scientific and Engineering Research, 8, 426-439.
Wilson, J. R. (2014). Fundamentals of systems ergonomics/human factors. Applied Ergonomics, 45(1), 5-13.
Thatcher, A., & Yeow, P. H. (2016). Human factors for a sustainable future. Applied Ergonomics, 57, 1-7.
Baslo, M. (2002). Ofis ergonomisi s?rt ve boyun a?r?lar?n? önlemek için ofis ortam?n? düzenlemek. In ?. Ü. May?s (Ed.), Sempozyum Dizisi No: 30 (pp. 155-165). Istanbul, Turkey: Cerrahpa?a T?p Fakültesi Sürekli T?p E?itimi Etkinlikleri.
Kaya, S. (2008). Ergonomi ve çal??anlar?n verimlili?i üzerine etkileri. Ar-Ge Bülten, A?ustos.
Karamik, S., & Seker, U. (2015). ??letmelerde i? güvenli?inin verimlilik üzerine etkilerinin de?erlendirilmesi. Gazi University Journal of Science Part C: Design and Technology, 3(4), 575-584.
Kosti, M. V., Georgiadis, K., Adamos, D. A., Laskaris, N., Spinellis, D., & Angelis, L. (2018). Towards an affordable brain computer interface for the assessment of programmers' mental workload. International Journal of Human-Computer Studies, 115, 52-66.
Roketsan Dergisi. (2018). Retrieved from http://www.roketsan.com.tr/wpcontent/uploads/2018/03/RoketsanDergisi-12-Say?-Ocak-2018.pdf
Muhammad, N., Scrimgeour, F., Reddy, K., & Abidin, S. (2015). The relationship between environmental performance and financial performance in periods of growth and contraction: Evidence from Australian publicly listed companies. Journal of Cleaner Production, 102, 324-332.
Jarrahi, M. H. (2018). Artificial intelligence and the future of work: Human-AI symbiosis in organizational decision making. Business Horizons, 61(4), 577-586.
Floridi, L., Cowls, J., Beltrametti, M., Chatila, R., Chazerand, P., Dignum, V., ... & Vayena, E. (2018). AI4People—An ethical framework for a good AI society: Opportunities, risks, principles, and recommendations. Minds and Machines, 28(4), 689-707.
Guan, W., Ni, Z., Hu, Y., Liang, W., Ou, C., He, J., ... & Zhong, N. (2020). Clinical characteristics of coronavirus disease 2019 in China. New England Journal of Medicine, 382(18), 1708-1720.
Dwivedi, Y. K., Hughes, L., Ismagilova, E., Aarts, G., Coombs, C., Crick, T., ... & Williams, M. D. (2021). Artificial Intelligence (AI): Multidisciplinary perspectives on emerging challenges, opportunities, and agenda for research, practice and policy. International Journal of Information Management, 57, 101994.
Puaschunder, J. M. (2019). The legal and international situation of AI, robotics and big data with attention to healthcare. Report on behalf of the European Parliament European Liberal Forum.
Lemley, J., Bazrafkan, S., & Corcoran, P. (2017). Deep learning for consumer devices and services: Pushing the limits for machine learning, artificial intelligence, and computer vision. IEEE Consumer Electronics Magazine, 6(2), 48-56.
Yaral?o?lu, K. (2001). Performans de?erlendirmede analitik hiyerar?i prosesi. Dokuz Eylül Üniversitesi ?ktisadi ?dari Bilimler Fakültesi Dergisi, 16(1), 129-142.
Menon, V. (2015). Memory and cognitive control circuits in mathematical cognition and learning. Progress in Brain Research, 227, 159-186.
Trigeorgis, G., Bousmalis, K., Zafeiriou, S., & Schuller, B. W. (2017). A deep matrix factorization method for learning attribute representations. IEEE Transactions on Pattern Analysis and Machine Intelligence, 39(3), 417-429.
Schunk, D. H. (2020). Gagne'nin ö?retim kuram? temelinde yap?land?r?lm?? piyano derslerinde i?birlikli ö?renme yönteminin i?levselli?i. OPUS International Journal of Society Researches, 16(31), 4097-4137.
Zellars, K. L., Tepper, B. J., & Duffy, M. K. (2002). Abusive supervision and subordinates' organizational citizenship behavior. Journal of Applied Psychology, 87(6), 1068-1076.
Belias, D., Koustelios, A., & Sdrolias, L. (2015). Job satisfaction, role conflict and autonomy of employees in the Greek banking organization. Procedia-Social and Behavioral Sciences, 175, 324-333.
Park, C. H., Kim, W., & Song, J. H. (2015). The impact of ethical leadership on employees' in-role performance: The mediating effect of employees' psychological ownership. Human Resource Development Quarterly, 26(4), 385-408.
Hutting, N., Detaille, S. I., & Heerkens, Y. F. (2017). Experiences of participants in a self-management program for employees with complaints of the arm, neck or shoulder (CANS): A mixed methods study. Journal of Occupational Rehabilitation, 27(1), 35-48.
Angelika, L., Norbert, T., & Jiménez, P. (2018). Expectations of bank employees on the influence of key performance indicators and the relationship with job satisfaction and work engagement. Social Sciences, 7(6), 99.
Schouteten, J. J., De Steur, H., Sas, B., De Bourdeaudhuij, I., & Gellynck, X. (2017). The effect of the research setting on the emotional and sensory profiling under blind, expected, and informed conditions: A study on premium and private label yogurt products. Journal of Dairy Science, 100(1), 169-186.
Eibl, B., Lang, F. R., & Niessen, C. (2020). Employee voice at work: The role of employees' gender, self-efficacy beliefs, and leadership. European Journal of Work and Organizational Psychology, 29(3), 424-439.
Day, A., Crown, S. N., & Ivany, M. (2017). Organisational change and employee burnout: The moderating effects of support and job control. Safety Science, 100, 4-12.
Ivey, G. W., Blanc, J. R. S., & Mantler, J. (2015). An assessment of the overlap between morale and work engagement in a nonoperational military sample. Journal of Occupational Health Psychology, 20(3), 338-347.
Li, M., Wang, Z., Gao, J., & You, X. (2017). Proactive personality and job satisfaction: The mediating effects of self-efficacy and work engagement in teachers. Current Psychology, 36(1), 48-55.
Alessandri, G., Borgogni, L., & Schaufeli, W. B. (2015). Erratum to: From positive orientation to job performance: The role of work engagement and self-efficacy beliefs. Journal of Happiness Studies, 16(3), 811.
Tepper, B. J. (2000). Consequences of abusive supervision. Academy of Management Journal, 43(2), 178-190.
Kim, S. L., Lee, S., & Yun, S. (2016). Abusive supervision, knowledge sharing, and individual factors: A conservation-of-resources perspective. Journal of Managerial Psychology, 31(6), 1106-1120.
Cemalo?lu, N. (2005). Türkiye'de okul yöneticisi yeti?tirme ve istihdam?: Var olan durum, gelecekteki olas? geli?meler ve sorunlar. Gazi E?itim Fakültesi Dergisi, 25(2), 249-274.
Huy, D. T. N. (2015). The critical analysis of limited South Asian corporate governance standards after financial crisis. International Journal for Quality Research, 9(4), 741-764.
Tepper, B. J., Moss, S. E., Lockhart, D. E., & Carr, J. C. (2007). Abusive supervision, upward maintenance communication, and subordinates' psychological distress. Academy of Management Journal, 50(5), 1169-1180.
Dat, P. M., Mau, N. D., Loan, B. T. T., & Huy, D. T. N. (2020). Comparative China corporate governance standards after financial crisis, corporate scandals and manipulation. Journal of Security & Sustainability Issues, 9(3), 745-760.
Uygun, S. V., & Döngül, E. S. (2021). Commodity-sourced public service platform-based commodity information. International Journal of Social, Humanities and Administrative Sciences, 7(45), 1709-1720.
Graham, J. D., Martin Ginis, K. A., & Bray, S. R. (2017). Exertion of self-control increases fatigue, reduces task self-efficacy, and impairs performance of resistance exercise. Sport, Exercise, and Performance Psychology, 6(1), 70-88.
Xu, A. J., Loi, R., & Lam, L. W. (2015). The bad boss takes it all: How abusive supervision and leader–member exchange interact to influence employee silence. The Leadership Quarterly, 26(5), 763-774.
Huang, L. C., Su, C. H., & Lin, C. C. (2019). The influence of abusive supervision on employees' motivation and extra-role behaviors: The daily-basis investigation. Chinese Management Studies, 13(2), 514-530.
Jung, H. S., & Yoon, H. H. (2016). What does work meaning to hospitality employees? The effects of meaningful work on employees' organizational commitment: The mediating role of job engagement. International Journal of Hospitality Management, 53, 59-68.
Musavimoghadam, S. R., Naranji, F., & Mohazab, L. (2016). The relationship between tendency to prayer, meaning of life and social competence among employees of ilam gas company. Research Journal of Pharmacology, 10(1), 13-16.
Albright, J. J., & Park, H. M. (2009). Confirmatory factor analysis using Amos, LISREL, Mplus, SAS/STAT CALIS. Indiana University Information Technology Services Publishing.
Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics (5th ed.). Pearson Education.
Goudarzi, E., Ghonsooly, B., & Pishghadam, R. (2014). An exploration of the interrelationships among EFL learners' English self-efficacy, metacognitive awareness, and their test performance. Pragmatics and Cognition, 22(3), 325-339.
Özdamar, K. (2002). Paket programlar ile istatistik veri analizi (4th ed.). Kaan Kitabevi.
Karagöz, Y., & Kösterelio?lu, ?. (2008). ?leti?im becerileri de?erlendirme ölçe?inin faktör analizi metodu ile geli?tirilmesi. Dumlup?nar Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 21, 81-98.
Sipahi, E., & Artanta?, E. (2022). Artificial intelligence in HRM. In V. Garg & R. Goel (Eds.), Handbook of research on innovative management using AI in Industry 5.0 (pp. 1-18). IGI Global.
Santiago, G. M. (2016). An extended model of the interaction between work-related attitudes and job performance. International Journal of Productivity and Performance Management, 65(1), 42-57.
Rad, F. G., & Heidari, A. (2017). Relationship between cooperative learning and test anxiety with self-efficacy and academic performance in student. Indian Journal of Public Health Research & Development, 8(3), 298-303.
Makarov, D., Miller, S., Vahdatikhaki, F., & Dorée, A. (2020). Comprehensive real-time pavement operation support system using machine-to-machine communication. International Journal of Pavement Research and Technology, 13(1), 93-107.
Trujillo, B. A. E., Colorado, D., & Rivera, W. (2016). Neural network and polynomial model to improve the coefficient of performance prediction for solar intermittent refrigeration system. Solar Energy, 129, 28-37.
Kisi, O. (2015). Pan evaporation modeling using least square support vector machine, multivariate adaptive regression splines and M5 model tree. Journal of Hydrology, 528, 312-320.
Neal, A., & Griffin, M. A. (2006). A study of the lagged relationships among safety climate, safety motivation, safety behavior, and accidents at the individual and group levels. Journal of Applied Psychology, 91(4), 946-953.
Zhang, X., Sun, Z., Niu, Z., Sun, Y., & Wang, D. (2021). The effect of abusive supervision on safety behaviour: A moderated mediation model. International Journal of Environmental Research and Public Health, 18(22), 12124.
Kelly, K. (2012, December 24). Better than human: Why robots will—and must—take our jobs. Wired. https://www.wired.com/2012/12/ff-robots-will-take-our-jobs/

Yu, B., & Arshad, M. A. Bin. (2025). The Impact of the Perceived Usefulness of Artificial Intelligence-Based Hotel Management Systems on Employee Work Performance: The Mediating Role of Technology Acceptance and the Regulating Effect of Age. International Journal of Academic Research in Business and Social Sciences, 15(1), 716–731.