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Hotel & Tourism Management
Master of Science (M.S.)
Year Degree Awarded
Month Degree Awarded
Hotel, SST, technology, Job Satisfaction, Employee, Attitude
This 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
Linda J. Shea
Rommel O. Salvador