Impact of Perceived Organizational Support on Turnover Intention in Luxury Hotels: The Mediating Role of the Perceived Value of Artificial Intelligence

Abstract

The hotel industry’s artificial intelligence (AI) technology has increasingly become a topic of concern in academia and business circles. At the same time, scholars pay more and more attention to how AI technology affects employee turnover intention (TI). The current research empirically tested the impact of perceived organizational support (POS) on TI from the perspective of employees’ perceived value of AI (PVAI). The data were collected from the in-service employees of five-star rated ‘luxury’ hotels in 28 provinces of China through questionnaires and then analysed using Smart PLS (4.0) software using the structural equation method. The results show that POS has a significant effect on employees’ TI (compared with FPOS, CPOS and APOS are more prominent), POS has a significant effect on PVAI from employees, PVAI has a significant effect on employees’ TI and plays a significant mediating role (the effect size is 50.557%) between POS and TI in luxury hotels. This study is the first to propose a conceptual model with the PVAI as the mediator and verify its rationality, which has generated significant theoretical, methodological and managerial contributions for luxury hotels in the application of AI technology.