Examining the intersection of I/O psychology and IT in hospitality research: a PRISMA protocol approach

Abstract

This study aims to examine the intersection of information technology (IT) and industrial-organizational (I-O) psychology within the context of hospitality industry, focusing on workforce effects and outcomes. While extensive scholarly work exists on the consumer applications of emerging technologies such as artificial intelligence (AI) and service robots, workplace-oriented impacts remain underexamined. Using Preferred Reporting Items for Systematic Reviews and Meta-Analyses protocol, a systematic literature review was conducted across three major databases. A targeted search strategy identified 37 relevant peer-reviewed articles, focusing on workplace-oriented outcomes of IT adoption in hospitality. The studies collected were assessed for common themes, patterns and prominent gaps. The leading topics include AI, service robots, digital transformation and technostress. A key insight revealed by the systematic review is that employees’ technological awareness positively influences acceptance and engagement with new technologies, whereas lack of training exacerbates resistance and workplace anxiety. The collected studies underscore both positive and negative outcomes for technology inclusion. This study provides actionable insights for hospitality professionals aiming to integrate new technologies into the workplace. Future studies can examine different workplace outcomes using particular contexts, such as regional/cultural. This study also provides a foundation for future research by identifying critical gaps, including the need for longitudinal studies on technology’s long-term effects on employee retention and well-being. To the best of the authors’ knowledge, this study is the first systematic literature review to assess the role of I-O psychology in hospitality IT research, shifting the focus from consumer-oriented studies to workplace implications.