Understanding Hoteliers’ and Gen Z’s responses to RAISA integration in hospitality and tourism: integrating job demands-resources theory and the cognitive–affective-behavioural framework

Service automation and generational shifts are transforming Hospitality and Tourism (H&T) workplaces. This mixed-method study explores how hotel managers and Generation Z H&T students in China and Australia perceive and respond to RAISA integration (Robots, Artificial Intelligence, Service Automation) in hospitality workplaces. Integrating Job Demands-Resources theory with the Cognitive–Affective-Behavioural framework, qualitative insights reveal RAISA integration’s dual role as job resources and demands, and the rising importance of emotional intelligence within hospitality employment. Quantitative results from 549 students further show that RAISA-related job support and learning opportunities elicit positive emotions and stronger career intentions toward RAISA-integrated workplaces, whereas technostress and job insecurity hinder them. Emotional intelligence amplifies resource-related benefits but fails to buffer demand-related stressors. Cross-country differences in career motivations and intentions reflect divergent socioeconomic and technological landscapes. This study offers an integrated JD-R-CAB framework for understanding future workforce readiness, while guiding RAISA implementation and talent management in future H&T workplaces.