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With the extensive application of artificial intelligence (AI) in the hospitality industry, human-robot collaboration (HRC) has become crucial in influencing employee behavior. Drawing on the stimulus-organism-response (SOR) framework, this study explores HRC’s influencing mechanisms on employees’ service innovation behavior. It examines the dual mediating role of perceived job autonomy and job insecurity, and the moderating effect of perceived organizational support. Empirical testing was conducted using a mixed-methods approach with a scenario-based experiment (Study 1) and a field survey (Study 2). The findings reveal HRC’s double-edged effect on innovation: it promotes innovation through enhanced perceived job autonomy but inhibits it by exacerbating job insecurity. Notably, perceived organizational support buffers the negative impact of HRC on job insecurity, but its effect on job autonomy enhancement is not significant. This study enriches the research on technology application and employee development and provides practical guidance for the intelligent transformation of hospitality service industries.
Yang et al. (Sun,) studied this question.