SMART HRM 4.0: THE DIGITAL TRANSFORMATION OF HUMAN RESOURCE MANAGEMENT IN TOURISM
Ključne reči:
četvrta industrijska revolucija, industrija 4.0, veštačka inteligencija (AI), ljudski resursi, turizam i hotelijerstvo
Sažetak
Tehnologije industrije 4.0, uključujući veštačku inteligenciju, robote i internet inteligentnih uređaja (IoT), suštinski su preoblikovale upravljanje ljudskim resursima (HRM). Usvajanje ovih tehnologija dovelo je do pojave pametnih HRM praksi koje imaju potencijal da povećaju angažovanje zaposlenih i operativnu efikasnost. Ovaj rad ima za cilj da istraži kako su se prakse upravljanja ljudskim resursima u turizmu promenile kao rezultat novih tehnologija i da li je to dovelo do poboljšanja operativne efikasnosti, angažovanja zaposlenih i/ili unapređenja zadovoljstva. U tu svrhu sprovedena je bibliometrijska i analiza sadržaja na uzorku od 18 radova identifikovanih u naučnoj bazi podataka Web of Science. Bibliometrijska analiza dala je opšti pregled naučnih istraživanja, odnosno dominantnih časopisa, autora i zemalja u ovoj oblasti, kao i glavne istraživačke teme. Analiza sadržaja je korišćena za sumiranje nalaza prethodnih istraživanja implementacije tehnologije u sledećim procesima upravljanja ljudskim resursima: 1) regrutovanje i obuka i razvoj zaposlenih i 2) upravljanje učinkom i angažovanje zaposlenih. Nalazi ove studije daju istraživačima i menadžerima pregled postojećih istraživanja i, sumirajući glavne zaključke, daju smernice za buduća istraživanja i primenu tehnologija Industrije 4.0 u HRM procesima u turizmu.
Reference
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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
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
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2025/04/24
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