Linchi Kwok, Ph.D.

In a series of discussions about artificial intelligence (AI) in human resource management (HRM), we explored how AI has transformed the traditional HR functions and how HR professionals can remain irreplaceable in the age of AI . To help organizations and HR professionals prepare for the still-evolving AI-empowered workplace, academic research must not only address the relevant and timely research questions but also emphasize the need for responsible and ethical AI use that matters to our industry partners. The Big Question After reviewing AI’s impacts on the HR profession, my co-author, Dr. R.L. Fernando Garcia , and I sought answers to another question: What pressing research questions can be addressed to support organizations and HR professionals in a new GenAI-empowered work environment? The Answers In our article published in the International Journal of Contemporary Hospitality Management . We argued that much more research is needed to help organizations use AI responsibl...

Last week, we discussed how artificial intelligence (AI), particularly the widespread adoption of generative AI (GenAI), has transformed the traditional HR functions across the six stages of the employee lifecycle. Many professionals want to understand what roles still remain for humans in HR. The Big Question Reflecting on our personal and professional experiences, my co-author, Dr. R.L. Fernando Garcia , and I reviewed the relevant literature and industry reports to answer: How can HR professionals sustain their critical role in the organization when AI is transforming traditional HR functions? The Answers We provided our answers to the question in our recent article published in the International Journal of Contemporary Hospitality Management . Our reflection reveals that AI adoption does not diminish HR’s importance. Instead, AI will redefine the HR profession. HR professionals must strengthen the areas that AI cannot replace while embracing new responsibilities that emerg...

Artificial intelligence (AI), particularly the widespread adoption of generative AI (GenAI), is rapidly transforming the way organizations manage their workforce. Organizations are at a critical point where they must assess the transformational changes that AI has brought to human resources (HR). HR professionals must understand their new roles in organizations as AI becomes more essential at work. The Research  To reflect on AI’s disruptive influence on the HR profession, I collaborated with   Dr. R.L. Fernando Garcia  on a critical reflection paper to answer three research questions:    RQ1.  What significant changes has AI brought to various HR functions?  RQ2.  How can HR professionals sustain their critical role in the organization when AI is transforming traditional HR functions?  RQ3.  What research questions can be addressed to support organizations and HR professionals in a new GenAI-empowered work environment?    In o...

Curbside pickup is a convenient service valued by both consumers and restaurants. Yet, it remains unclear what parts of the curbside pickup experiences matter most to restaurant customers – and how restaurants can deliver better service.  The Makeup of Consumers’ Restaurant Curbside Pickup Experiences According to the service encounter framework, consumers typically experience four phases in their “journey” with a restaurant curbside pickup service (Figure 1). They are  Information search experience during word-of-mouth encounter (e.g., browsing online reviews and products on the app) Ordering experience during function encounter (e.g., placing and tracking orders on the app or website) Pickup experience during distributor encounter (e.g., waiting for the order and interacting with the staff onsite) Food consumption experience during service results encounter (e.g., consuming the food) Inspiration for the Study It is unlikely that all four phases of service encounter experienc...

Many organizations delegate the HR department to manage their corporate social responsibility (CSR) initiatives, and sustainability is an incremental component of such efforts. However, an organization's sustainability efforts go beyond building a strong employment brand for current and prospective employees. It also affects a company's bottom line.  Hotels, for example, ensure guests continue to choose their property amongst the rest by providing great customer experiences, high-quality services, and a comfortable stay. Recently, another factor affecting travelers' hotel choice and perception of a hotel brand is on the rise in importance: sustainability. Sustainability is becoming a core focus as it has grown to be a make-or-break for brand images and reputations as their environmental impact comes to light. This brings in the question: How can hotels remain a strong competitor when adapting to the growing importance of sustainability practices within the industry? Sustain...

The hospitality industry is known for its fast-paced and ever-changing nature, but one of the biggest challenges it faces is high employee turnover. With long hours, demanding customers, and relatively low pay, many employees in this field leave for other opportunities, leading to significant costs in hiring and training new staff. This blog post will explore the critical role Human Resource (HR) Management plays in improving employee retention and engagement in hospitality. By looking at successful HR practices used by leaders in the Hospitality industry, we can see how focusing on employee satisfaction can reduce turnover and improve customer service and business outcomes.    Further, employee retention is not just about keeping staff around; it's about creating an environment where employees feel valued and supported. In the hospitality industry, where service is the core product, employee turnover can directly affect the guest experience. Constantly training new employees ...

In March 2024, Radisson Hotel Group inaugurated its first Diversity Week to celebrate its 70,000 employees representing more than 146 nationalities. Diversity Week is a global virtual event to learn, share, and advocate for Diversity, Equity, and Inclusion (DEI). This year’s event theme was “Inspire Inclusion,” as it concluded on International Women’s Day to reinforce the business commitment to provide a welcoming and inclusive workplace.   What is DEI? One of the main goals of the American Hotel & Lodging Association (AHLA) is to promote DEI in the hospitality industry worldwide. D iversity indicates that the organization embraces different cultural and social characteristics. E quity symbolizes fair treatment among employees. I nclusion reflects that staff members feel welcome in their jobs, no matter their identity. Although these three core pillars have been included in the mission statements of many hotel businesses in recent years, not many companies prioritize them or ac...