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Helping hand or hindering hand? Matching cognitive styles with intelligent assistants influences hospitality employees’ work well-being
Fang Liu and Han Wang (Hunan Normal University), Siyu Yan (Shanghai University of Finance and Economics), 2025, 53(9). e14580

 

With the rapid development of digital intelligence technology, intelligent assistants have become a key technology driving social progress and affecting various industries, including hospitality. This study used the job demands–resources model as the basis of three progressive experiments (N = 150, 202, and 314, respectively) to explore the impact of the degree of cognitive style matching between intelligent assistants and hospitality employees on work well-being and its underlying mechanisms. The findings indicated that employees with both adaptor and innovator cognitive styles perceived greater work well-being when the cognitive style of the intelligent assistant matched (vs. mismatched) theirs; moreover, cognitive dissonance and work energy played mediating roles in the aforementioned relationships. Our results enrich the literature on intelligent assistants in the hospitality industry from a management perspective and provide practical references for hospitality managers to effectively use intelligent assistants and guide employee management