The Role of AI in Minimizing Customer Failure: Stress, Burnout, and their influence on Employee Well-being and Job Satisfaction in the Hospitality Sector

Abstract

In the hospitality sector employees confront demanding customers and difficult situations so stress and burnout is a common issue in the workplace that affects the well-being of front-line employees in the hospitality sector. There is a need for identifying such customer behaviours that create stress among frontline employees and affect their mental health. In hospitality sector the rude behaviour of customers is a reason of employee stress and dis-satisfaction. Customer failure is one of the main reasons that employees at front-line in the hospitality sector are facing stress and burnout conditions. The purpose of this study is to explore customer failure, its types, and its effect on front-line employees and how Artificial Intelligence can play its role in minimizing this customer failure, in turn decreasing stress level of front-line employees which is the reason of employee burnout conditions. By using the abductive approach with non-probability sampling technique the findings of this study are based on qualitative data collected from 35 face-to-face interviews with front-line employees in the hospitality sector of Pakistan. The study explores how customer failure is contributing to the stress level and burnout conditions of employees in the hospitality sector. The outcomes of the study reveal the importance of Artificial Intelligence as a tool that can reduce the effects of customer failure and can help front-line employees to manage stressful situations. Fewer studies are conducted about the stress and burnout conditions of front-line employees in the hospitality sector; moreover the integration of Artificial Intelligence in managing employee stress and burnout conditions is the uniqueness of this study. Through the academic contribution and findings of this study the policymakers and practitioners will get help to develop policies to ensure the well-being and job satisfaction of the employees in the hospitality sector. This study provides valuable implications for the hospitality industry, which can help develop strategies to improve employee well-being and satisfaction with the job.