Fairness and Emotions in Algorithmic Feedback: Implications for Hospitality HRM
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Abstract
AI adoption for human resources management is increasingly prevalent in hospitality organisations, particularly for real-time feedback provision. This study examines how feedback source (AI vs. human), feedback type (affective vs. cognitive), and feedback content (positive vs. negative) influence employee willingness to utilise feedback. Drawing on the Tripartite Model of Attitude, we developed and tested AI Feedback Acceptance Model (AIFAM) using a multi-group experiment with 484 hospitality employees. Findings show that perceived fairness of feedback is key in influencing affective and conative appraisal of feedback. Negative and cognitive feedback showed no source differences, while positive and affective feedback highlighted the importance of source credibility and emotional appraisal in determining willingness to utilise the feedback.
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Presentation