The Role of AI in Transforming the Employee Experience

Abstract

Purpose:
The increasing integration of artificial intelligence (AI) into the hospitality industry is transforming employee-technology interactions and reshaping workplace experiences. This study aims to examine employee experience in AI-integrated work environments within the hotel sector. The study adopts the conceptualization of employee experience proposed by Yang and Zhang (2025) and further investigates how employees’ perceptions of competence, autonomy, and relatedness influence their overall workplace experience in AI-integrated hospitality settings.

Design/Methodology/Approach:
 This study employs a quantitative, cross-sectional methodology. Grounded in Self-Determination Theory, data were collected from 164 Indian hospitality professionals using a structured survey. The conceptual model was empirically validated, and structural relationships were tested utilizing multiple regression.

Findings:
The study shows that AI boosts employee experience in Indian hospitality by positively affecting competence, autonomy, and relatedness. AI is seen as empowering, improving autonomy and relationships, and fostering a more efficient and connected work environment.

Originality/Value:
The research adds to the growing body of work on AI and employee experience by presenting a structured framework that links AI integration to employees' perceptions of their experience. Also, this research contributes to the existing body of knowledge by offering a novel SDT-based framework that captures the psychological mechanisms underlying AI-enabled employee experience, particularly within the hospitality sector, where human interaction remains central to service delivery