Background: The hospitality industry increasingly adopts artificial intelligence (AI) technologies to enhance customer service operations, improve personalization, and optimize efficiency. However, the impact of AI adoption on service quality perceptions and operational efficiency requires further empirical investigation.

Objective: This study examines the relationship between AI adoption in customer service and hospitality performance outcomes, considering the moderating roles of service complexity and employee technology anxiety.

Method: This study uses a simulated dataset created for academic training purposes. Data from 350 hotel guests and 120 service staff across 20 hotels were analyzed using moderated regression analysis and structural equation modeling.

Key Results: AI adoption positively influenced service quality perceptions (β = 0.28, p < 0.001) and operational efficiency (β = 0.35, p < 0.001). Service complexity negatively moderated the AI-service quality relationship (β = -0.22, p < 0.01), while employee technology anxiety weakened the AI-efficiency relationship (β = -0.25, p < 0.01).