SMART HRM 4.0: THE DIGITAL TRANSFORMATION OF HUMAN RESOURCE MANAGEMENT IN TOURISM
Keywords:
fourth industrial revolution, industry 4.0, artificial intelligence (AI), HR, tourism and hospitality industry
Abstract
Industry 4.0 technologies, including artificial intelligence, robots and the internet of things (IoT), have fundamentally reshaped human resource management (HRM). The adoption of these technologies has led to the emergence of smart HRM practices that have the potential to increase employee engagement and operational efficiency. This paper aims to investigate how HRM practices in tourism have changed as a result of new technologies and whether this has led to improvements in operational efficiency, employee engagement and/or satisfaction. For this purpose, a bibliometric and content analysis was conducted on a sample of 18 papers identified in the Web of Science scientific database. The bibliometric analysis provided a general overview of scientific research, i.e., the dominant journals, authors and countries in the field, as well as the main research topics. Content analysis was used to summarize the findings of previous research on technology implementation in the following HRM processes: 1) recruitment and employee training and development and 2) performance management and employee engagement. The findings of this study provide researchers and managers with an overview of the existing research and, by summarizing the main conclusions, provide guidelines for future research and the application of Industry 4.0 technologies in HRM processes in tourism.
References
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Morosan, C., & Bowen, J. T. (2022). Labor shortage solution: Redefining hospitality through digitization. International Journal of Contemporary Hospitality Management, 34(12), 4674–4685. https://doi.org/10.1108/ijchm-03-2022-0304
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Pillai, R., & Srivastava, K. B. (2024). Smart HRM 4.0 for achieving organizational performance: A dynamic capability view perspective. International Journal of Productivity and Performance Management, 73(2), 476–496. https://doi.org/10.1108/ijppm-04-2022-0174
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Simmons, E., & McLean, G. (2020). Understanding the paradigm shift in maritime education. Worldwide Hospitality and Tourism Themes, 12(1), 90–97. https://doi.org/10.1108/whatt-10-2019-0062
Sivathanu, B., & Pillai, R. (2020). Technology and talent analytics for talent management – A game changer for organizational performance. International Journal of Organizational Analysis, 28(2), 457–473. https://doi.org/10.1108/ijoa-01-2019-1634
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Tan, K., Gim, G. C. W., Hii, I. S. H., & Zhu, W. (2024). STARA fight or flight: A two-wave time-lagged study of challenge and hindrance appraisal of STARA awareness on basic psychological needs and individual competitiveness productivity among hospitality employees. Current Issues in Tourism, 27(13), 2151–2169. https://doi.org/10.1080/13683500.2023.2224550
Torrington, D., Hall, L., Taylor, S., & Atkinson, C. (2020). Human resource management (11th ed.). Pearson Education Limited.
van Eck, N. J., & Waltman, L. (2014). Visualizing bibliometric networks. In Y. Ding, R. Rousseau, & D. Wolfram (Eds.), Measuring scholarly impact: Methods and practice (pp. 285–320). Springer. https://doi.org/10.1007/978-3-319-10377-8_13
Xu, S., Stienmetz, J., & Ashton, M. (2020). How will service robots redefine leadership in hotel management? A Delphi approach. International Journal of Contemporary Hospitality Management, 32(6), 2217–2237. https://doi.org/10.1108/ijchm-05-2019-0505
Yilmazdogan, O. C. (2024). Elevating workforce stability: Augmented reality and artificial intelligence solutions for overcoming employee turnover challenges in hospitality and tourism. Worldwide Hospitality and Tourism Themes. https://doi.org/10.1108/whatt-07-2024-0156
Zhang, J., & Chen, Z. (2024). Exploring human resource management digital transformation in the digital age. Journal of the Knowledge Economy, 15, 1482–1498. https://doi.org/10.1007/s13132-023-01214-y
Ammirato, S., Felicetti, A. M., Linzalone, R., Corvello, V., & Kumar, S. (2023). Still our most important asset: A systematic review on human resource management in the midst of the fourth industrial revolution. Journal of Innovation & Knowledge, 8(3), 100403. https://doi.org/10.1016/j.jik.2023.100403
Bach, S. (2005). Personnel management in transition. In S. Bach (Ed.), Managing Human Resources: Personnel Management in Transition (4th ed.). Blackwell.
Bogićević Milikić, B. (2017). Organization of the HRM function within a matrix structure. In N. Janićijević, A. Grubor, J. Končar, & G. Petković (Eds.), Menadžment i marketing – trendovi i uticaji na efikasnost tržišta Republike Srbije [Management and marketing – trends and influences on the market efficiency of the Republic of Serbia] (pp. 1–16). Belgrade: Faculty of Economics.
Bottrill, C. (2022). Human capital futures: An educational perspective. Journal of Tourism Futures, 8(2), 254–258. https://doi.org/10.1108/jtf-04-2021-0101
Bratton, J., & Gold, J. (1994). Human resource management: Theory and practice. London: The Macmillan press.
Crane, D. (1969). Social structure in a group of scientists: A test of the “invisible college”. American Sociological Review, 34(3), 335–352.
Dalgic, A., & Dalgıç, A. S. D. (2024). Technological workforces of events: Where and how to use them? Worldwide Hospitality and Tourism Themes. https://doi.org/10.1108/whatt-06-2024-0122
Dickson, D. R., & Nusair, K. (2010). An HR perspective: The global hunt for talent in the digital age. Worldwide Hospitality and Tourism Themes, 2(1), 86–93. https://doi.org/10.1108/17554211011012612
Elmohandes, N., & Marghany, M. (2023). Effective or ineffective? Using ChatGPT for staffing in the hospitality industry. European Journal of Tourism Research, 36, 3617. https://doi.org/10.54055/ejtr.v36i.3286
Eubanks, B. (2022). Artificial intelligence for HR: Use AI to support and develop a successful workforce (2nd ed.). Kogan Page.
Gáll, J. (2023). Artificial intelligence in the hotel industry in Slovakia. Hotel and Tourism Management, 11(2), 117–128. https://doi.org/10.5937/menhottur2302117G
Guan, X., Xu, X., Gong, J., & Liu, X. (2024). Facing AI with knowledge: An investigative study on the utilisation of service robots and employee knowledge management behaviours. Current Issues in Tourism, 1–17. https://doi.org/10.1080/13683500.2024.2392748
Ivanov, S. (2019). Ultimate transformation: How will automation technologies disrupt the travel, tourism and hospitality industries? Zeitschrift Für Tourismuswissenschaft, 11(1), 25–43. https://doi.org/10.1515/tw-2019-0003
Kambur, E., & Yildirim, T. (2023). From traditional to smart human resources management. International Journal of Manpower, 44(3), 422–452. https://doi.org/10.1108/ijm-10-2021-0622
Kong, H., Jiang, X., Zhou, X., Baum, T., Li, J., & Yu, J. (2024a). Influence of artificial intelligence (AI) perception on career resilience and informal learning. Tourism Review, 79(1), 219–233. https://doi.org/10.1108/tr-10-2022-0521
Kong, H., Yin, Z., Chon, K., Yuan, Y., & Yu, J. (2024b). How does artificial intelligence (AI) enhance hospitality employee innovation? The roles of exploration, AI trust, and proactive personality. Journal of Hospitality Marketing & Management, 33(3), 261–287. https://doi.org/10.1080/19368623.2023.2258116
Kovach, K. A., Hughes, A. A., Fagan, P., & Maggitti, P. G. (2002). Administrative and strategic advantages of HRIS. Employment Relations Today, 29(2), 43–48. https://doi.org/10.1002/ert.10039
Li, J., Bonn, M. A., & Ye, B. H. (2019). Hotel employee’s artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate. Tourism Management, 73, 172–181. https://doi.org/10.1016/j.tourman.2019.02.006
Lin, L. (2011). Electronic human resource management and organizational innovation: The roles of information technology and virtual organizational structure. The International Journal of Human Resource Management, 22(2), 235–257. https://doi.org/10.1080/09585192.2011.540149
Morosan, C., & Bowen, J. T. (2022). Labor shortage solution: Redefining hospitality through digitization. International Journal of Contemporary Hospitality Management, 34(12), 4674–4685. https://doi.org/10.1108/ijchm-03-2022-0304
Nawaz, N., Arunachalam, H., Pathi, B. K., & Gajenderan, V. (2024). The adoption of artificial intelligence in human resources management practices. International Journal of Information Management Data Insights, 4(1), 100208. https://doi.org/10.1016/j.jjimei.2023.100208
Pillai, R., & Srivastava, K. B. (2024). Smart HRM 4.0 for achieving organizational performance: A dynamic capability view perspective. International Journal of Productivity and Performance Management, 73(2), 476–496. https://doi.org/10.1108/ijppm-04-2022-0174
Ruiz, L., Benitez, J., Castillo, A., & Braojos, J. (2024). Digital human resource strategy: Conceptualization, theoretical development, and an empirical examination of its impact on firm performance. Information & Management, 61(4), 103966. https://doi.org/10.1016/j.im.2024.103966
Simmons, E., & McLean, G. (2020). Understanding the paradigm shift in maritime education. Worldwide Hospitality and Tourism Themes, 12(1), 90–97. https://doi.org/10.1108/whatt-10-2019-0062
Sivathanu, B., & Pillai, R. (2020). Technology and talent analytics for talent management – A game changer for organizational performance. International Journal of Organizational Analysis, 28(2), 457–473. https://doi.org/10.1108/ijoa-01-2019-1634
Statista. (2021, July). Main business priorities of travel and hospitality companies worldwide in 2020. Retrieved August 24, 2024, from https://www.statista.com/statistics/1249370/key-business-priorities-of-travel-and-hospitality-companies-worldwide/
Stone, D. L., Deadrick, D. L., Lukaszewski, K. M., & Johnson, R. (2015). The influence of technology on the future of human resource management. Human Resource Management Review, 25(2), 216–231. https://doi.org/10.1016/j.hrmr.2015.01.002
Tan, K., Gim, G. C. W., Hii, I. S. H., & Zhu, W. (2024). STARA fight or flight: A two-wave time-lagged study of challenge and hindrance appraisal of STARA awareness on basic psychological needs and individual competitiveness productivity among hospitality employees. Current Issues in Tourism, 27(13), 2151–2169. https://doi.org/10.1080/13683500.2023.2224550
Torrington, D., Hall, L., Taylor, S., & Atkinson, C. (2020). Human resource management (11th ed.). Pearson Education Limited.
van Eck, N. J., & Waltman, L. (2014). Visualizing bibliometric networks. In Y. Ding, R. Rousseau, & D. Wolfram (Eds.), Measuring scholarly impact: Methods and practice (pp. 285–320). Springer. https://doi.org/10.1007/978-3-319-10377-8_13
Xu, S., Stienmetz, J., & Ashton, M. (2020). How will service robots redefine leadership in hotel management? A Delphi approach. International Journal of Contemporary Hospitality Management, 32(6), 2217–2237. https://doi.org/10.1108/ijchm-05-2019-0505
Yilmazdogan, O. C. (2024). Elevating workforce stability: Augmented reality and artificial intelligence solutions for overcoming employee turnover challenges in hospitality and tourism. Worldwide Hospitality and Tourism Themes. https://doi.org/10.1108/whatt-07-2024-0156
Zhang, J., & Chen, Z. (2024). Exploring human resource management digital transformation in the digital age. Journal of the Knowledge Economy, 15, 1482–1498. https://doi.org/10.1007/s13132-023-01214-y
Published
2025/04/24
Section
Original Scientific Paper
