Working Smarter with AI in Hotel Industry: How Awareness Fuels Eustress, Task Crafting, and Adaptation

The purpose of this study is to examine how employees’ artificial intelligence awareness (AIA) influences adaptive performance in the workplace through the mediating roles of eustress and task crafting within the Job Demands–Resources (JD-R) Theory. Data were collected from 372 full-time employees working in five-star hotels and analyzed using PLS-SEM with WarpPLS. The findings reveal that employees’ AI awareness significantly enhances adaptive performance both directly and indirectly. AI awareness also positively predicts eustress and task crafting, suggesting that informed employees experience motivating stress and actively reshape their tasks to optimize work processes. Moreover, both eustress and task crafting serve as significant mediators, amplifying the effect of AI awareness on adaptive performance. These results underscore the value of cultivating AI knowledge among employees to foster proactive behaviors and positive stress responses, ultimately supporting adaptability in dynamic work environments. The study contributes to JD-R Theory by integrating AI-related awareness as a personal resource driving employee adaptation.