Impact of Robots, Artificial Intelligence, Service Automation (RAISA) Acceptance, Self-efficacy, and Relationship Quality on Job Performance

Service Robots, Artificial Intelligence (AI), and Service Automation have shown to be increasingly advantageous to hotel businesses. Especially, during the COVID-19 pandemic, hotels are starting to adopt artificial intelligence (AI) and robotics to increase the quality of their service. The are several studies have examined the costs and benefits of implementing these smart technologies, only a few of them have investigated the impact on hotel employees job performance. The purpose of this study is to investigate whether hotel employees' self-efficacy, their attitude on technology adoption, and their relationship quality with supervisor can affect their job performance. A convenience sample method was used to select respondents. The survey was distributed to employees of five- and four-star hotels in Jakarta who worked with technology equipment daily. There were 171 research participants involved in this study. Primary data was gathered using a questionnaire survey and analyzed quantitatively using SmartPLS to test for causal relationships in the data. The outcome of this research found that there is a positive significance relationship between employees' self-efficacy and their job performance, employees' relationship quality and their job performance, and also with their attitude on smart technology adoption and their job performance. These findings contribute to the impact of smart technology adoption literature, particularly in smart technology adoption in hospitality industry.