From Automation to Augmentation: Human–AI Collaboration and the Future of Human Resource Management in Service Industries
DOI:
https://doi.org/10.64976/jbtm.17Keywords:
Artificial Intelligence, Human Resource Management, Human–AI Collaboration, Digital Transformation, Service Industries, Tourism, Hospitality, AI Literacy, Employee Well-beingAbstract
Artificial intelligence (AI) is transforming service industries by reshaping organizational processes, employee roles, and human resource management (HRM) practices. Although research on AI and HRM has grown rapidly in recent years, existing knowledge remains fragmented across different disciplinary and industry contexts. This study provides a systematic literature review of research on AI and HRM in service industries based on publications indexed in the Web of Science Core Collection. A total of 72 documents were analyzed to identify publication trends, leading research outlets, geographical distribution, and dominant thematic areas. The findings reveal five key research streams: AI awareness and employee attitudes, workforce development and digital competencies, employee well-being, AI-driven HRM practices, and human–AI collaboration for organizational transformation. The review highlights a shift from viewing AI primarily as an automation technology toward understanding it as a complementary capability that enhances human performance and supports digital transformation. Based on the findings, a future research agenda is proposed focusing on AI literacy, ethical AI governance, sustainable HRM, employee empowerment, and human–AI collaboration. The study contributes to the emerging literature by offering an integrated overview of current knowledge and identifying opportunities for developing human-centered AI strategies in tourism, hospitality, and other service organizations.
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Copyright (c) 2026 Wei Zhang, Li Wang
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