Publication:
The Impact of Self-Service Technologies in the Hotel Industry on Employee Job Satisfaction

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dc.contributor.advisorLinda J. Shea
dc.contributor.advisorRommel O. Salvador
dc.contributor.authorMosher, Erin M
dc.contributor.departmentUniversity of Massachusetts Amherst
dc.contributor.departmentHotel & Tourism Management
dc.date2023-09-23T07:51:16.000
dc.date.accessioned2024-04-26T20:36:17Z
dc.date.available2013-04-15T00:00:00Z
dc.date.issued2013-01-01
dc.date.submittedMay
dc.description.abstractThis research aimed to discover whether the use of specific self-service technologies (SSTs) within hotels impacts employees’ attitudes and satisfaction with their working environment. The main goal of this study was to determine the existence of a relationship between the usage of self-service technology within hotels and actual measured employee job satisfaction. The outcome of this research allowed for providing both academic and practical knowledge regarding the impact of self-service technologies on the hotel industry. Research has shown that high levels of job satisfaction are connected with positive attitudes regarding workplace (Stanley, 2013) and that attitude has an indirect impact on firm financial performance (Rucci et al., 1998). Therefore, the rationale of this study was based on this pre-determined awareness that employee job satisfaction impacts firm bottom line performance. The data collection methodology used for this thesis research was a survey that was distributed directly to hotel employees. This survey focused on usage of self-service technologies within hotels, employee attitude towards these technologies, as well as, employee job satisfaction. The results indicated that these three self-service technologies have no impact on hotel employee job satisfaction. However, it appears that there may be some minor link between employees’ attitude toward certain self-service technologies used in their establishment, and their overall job satisfaction
dc.description.degreeMaster of Science (M.S.)
dc.identifier.doihttps://doi.org/10.7275/4031786
dc.identifier.urihttps://hdl.handle.net/20.500.14394/44504
dc.relation.urlhttps://scholarworks.umass.edu/cgi/viewcontent.cgi?article=2179&context=theses&unstamped=1
dc.source.statuspublished
dc.subjectHotel
dc.subjectSST
dc.subjecttechnology
dc.subjectJob Satisfaction
dc.subjectEmployee
dc.subjectAttitude
dc.subjectHospitality Administration and Management
dc.titleThe Impact of Self-Service Technologies in the Hotel Industry on Employee Job Satisfaction
dc.typecampus
dc.typearticle
dc.typethesis
digcom.contributor.authorisAuthorOfPublication|email:emosher@som.umass.edu|institution:University of Massachusetts Amherst|Mosher, Erin M
digcom.date.embargo2013-04-15T00:00:00-07:00
digcom.identifiertheses/1072
digcom.identifier.contextkey4031786
digcom.identifier.submissionpaththeses/1072
dspace.entity.typePublication
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