Preparing hospitality organizations for self-service technology

Abstract

Self-service technology is rapidly changing the hospitality industry, providing new opportunities for the delivery of services and options for customers. Preparing to implement effective self-service technology delivery programs requires a workforce that can rapidly adapt to change. Understanding factors that influence employee readiness to engage in and support self-directed processes are an important consideration when implementing self-service technology. The results of the linear regression model in this study indicate that generalized self-efficacy and the self-directed learning readiness of employees in the hospitality industry are significantly related variables. While self-efficacy was the most highly correlated variable to the self-directed learning readiness of hospitality employees, future studies should consider other characteristics that may influence self-direction. As self-service technology continues to rapidly expand in all areas of the hospitality industry, opportunities and challenges exist for both employees and customers. © Taylor & Francis Group, LLC.