Appraisals Matter: How Artificial Intelligence, Robotics, and Automation Affect Tourism Employees’ Service Performance

Marlena Bednarska

doi:10.58683/sp.2135

Data publikacji : 2025-12-20

Tom 48 Nr 2 (2025)

Oceny mają znaczenie: jak sztuczna inteligencja, robotyzacja i automatyzacja wpływają na poziom wykonania usługi przez pracowników sektora turystycznego

Marlena Bednarska

https://orcid.org/0000-0001-9410-115X

DOI: https://doi.org/10.58683/sp.2135

Abstrakt

Organizacje na całym świecie przechodzą głęboką transformację technologiczną napędzaną rozwojem sztucznej inteligencji, robotyzacji i automatyzacji (SIRA). Zjawisko to wpływa nie tylko na strukturalne i operacyjne podstawy funkcjonowania organizacji turystycznych, lecz także zasadniczo przekształca charakter pracy ludzkiej. W oparciu o model wymagań i zasobów pracy niniejsze badanie analizuje, w jaki sposób oceny SIRA w miejscu pracy dokonywane przez pracowników sektora turystycznego wpływają na poziom wykonania usługi. W badaniu zastosowano podejście ilościowe, a dane pozyskano od 303 pracowników sektora turystycznego w Polsce za pomocą ankiety internetowej. Do weryfikacji hipotez wykorzystano hierarchiczną analizę regresji wielokrotnej oraz makro PROCESS. Wyniki ujawniły dualny charakter ocen SIRA: postrzeganie SIRA jako wymagania obniża poziom wykonania usługi poprzez wzrost wypalenia zawodowego, natomiast postrzeganie SIRA jako zasobu podnosi go dzięki większemu zaangażowaniu w pracę. Rezultaty te podkreślają znaczenie strategii transformacji cyfrowej zorientowanych na człowieka, które zapewniają, że wdrażanie SIRA wspiera zdolność pracowników do świadczenia usług wysokiej jakości, zamiast zastępować ich pracę.

Słowa kluczowe:

sztuczna inteligencja, robotyzacja i automatyzacja (SIRA), miejsce pracy, ocena, poziom wykonania usługi, turystyka

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Zasady cytowania

Bednarska, M. (2025). Oceny mają znaczenie: jak sztuczna inteligencja, robotyzacja i automatyzacja wpływają na poziom wykonania usługi przez pracowników sektora turystycznego. Studia Periegetica, 48(2), 2135. https://doi.org/10.58683/sp.2135

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Utwór dostępny jest na licencji Creative Commons Uznanie autorstwa – Bez utworów zależnych 4.0 Międzynarodowe.

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