Off-campus UMass Amherst users: To download campus access theses, please use the following link to log into our proxy server with your UMass Amherst user name and password.

Non-UMass Amherst users: Please talk to your librarian about requesting this thesis through interlibrary loan.

Theses that have an embargo placed on them will not be available to anyone until the embargo expires.

Access Type

Campus Access

Document Type


Degree Program

Hotel & Tourism Management

Degree Type

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


First Advisor

Linda J. Shea

Second Advisor

Rommel O. Salvador