Purpose

This study aims to examine the impact of technological turbulence on employee resilience based on cognitive dissonance theory and through a process of consonance and dissonance. First, the study investigates employee openness to represent cognitive consonance and then resistance to change to represent cognitive dissonance processes. Such processes mediate the relationship between technological turbulence and employee resilience. Second, this study proposes that the above associations will be moderated by crisis leadership efficacy.

Design/methodology/approach

The study uses multi-source data from service employees and their immediate superiors in hospitality, including a two-phase data collection process. Moreover, the study conducts a two-step structural equation modeling.

Findings

This study finds that employee openness and resistance to change mediate the association between technological turbulence and employee resilience. Furthermore, results reveal that crisis leadership efficacy strengthens the relationships (direct and indirect, through openness and resistance to change) between technological turbulence and employee resilience. The study discusses the implications for theory and practice for tourism scholars and practitioners.

Research limitations/implications

This study provides empirical evidence showing the importance of employee resilience and the underlying mechanisms in responding to technological turbulence in the hospitality industry.

Originality/value

Resilience research in the hospitality and service context is timely and necessary to cope up with the changing market and turbulences. This study extends the extant literature that mainly examined the crisis and dynamic conditions. The study contributes to crisis management, marketing and leadership literature concerning technological turbulence and employee resilience in the hospitality context.

中文翻译：

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技术动荡环境中员工韧性的发展：探讨和谐-不和谐和危机领导的机制

目的

本研究旨在基于认知失调理论并通过协调和失调的过程来检验技术动荡对员工弹性的影响。首先，该研究调查了员工对代表认知协调一致的开放性，然后调查了代表认知失调过程的变革阻力。这些过程调节了技术动荡和员工弹性之间的关系。其次，本研究提出上述关联将受到危机领导效能的调节。

设计/方法/方法

该研究使用来自服务业员工及其直接上级的多源数据，包括两阶段的数据收集过程。此外，该研究进行了两步结构方程建模。

发现

本研究发现，员工的开放性和对变革的抵制在技术动荡与员工韧性之间起到中介作用。此外，结果表明，危机领导效能加强了技术动荡与员工弹性之间的关系（直接和间接，通过开放和抵制变革）。该研究讨论了理论和实践对旅游学者和从业者的影响。

研究限制/影响

这项研究提供了实证证据，表明员工弹性的重要性以及应对酒店业技术动荡的潜在机制。

原创性/价值

酒店和服务环境中的弹性研究是及时且必要的，以应对不断变化的市场和动荡。本研究扩展了主要研究危机和动态条件的现有文献。该研究有助于关于酒店环境中技术动荡和员工弹性的危机管理、营销和领导力文献。