Based on the conservation of resources theory, this study investigated the relationships between the online travel agency employees' perceived benefits and risks of ChatGPT, job insecurity, and turnover intention. Additionally, we also examined the mediating role of job insecurity and the moderating role of organizational support. Using data from a sample of 432 United States OTA employees, the findings demonstrated that the perceived benefits and risks of ChatGPT significantly affected perceived job insecurity. Moreover, the perceived benefits and risks of ChatGPT indirectly influenced turnover intention through the intermediary variable of perceived job insecurity. Organizational support positively moderated the impact of perceived benefits and negatively moderated perceived risks on job insecurity and turnover intentions, thus helping employees cope with challenges and reduce uncertainty. The findings underscore the need for organizations to foster supportive environments to manage the impact of ChatGPT on OTA employee retention. The theoretical and practical implications were discussed.

中文翻译：

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调查 OTA 员工对 ChatGPT 的双刃剑认知：组织支持的调节作用

本研究基于资源守恒理论，考察了在线旅行社员工感知的ChatGPT收益与风险、工作不安全感和离职倾向之间的关系。此外，我们还研究了工作不安全感的中介作用和组织支持的调节作用。通过使用 432 名美国 OTA 员工的样本数据，研究结果表明，ChatGPT 的感知收益和风险显着影响感知的工作不安全感。此外，ChatGPT 的感知收益和风险通过感知工作不安全感这一中介变量间接影响离职意愿。组织支持正向调节感知收益对工作不安全感和离职意向的影响，负向调节感知风险对工作不安全感和离职意向的影响，从而帮助员工应对挑战并减少不确定性。研究结果强调，组织需要营造支持性环境，以管理 ChatGPT 对 OTA 员工保留的影响。讨论了理论和实践意义。