Employee Retention in AI-Enabled Hospitality Organisations: An Explanatory Study Using the Technology Acceptance Model | Chapter 5 | New Horizons of Science, Technology and Culture Vol. 7

 

Employee retention remains a persistent challenge in the hospitality industry due to high labour intensity, emotional labour demands, and volatile employment conditions. At the same time, hospitality organisations are increasingly adopting artificial intelligence (AI)–enabled human resource (HR) systems to improve efficiency and decision-making. While prior research emphasises the role of HR practices in shaping employee retention, it largely overlooks how employees’ acceptance of technology conditions the effectiveness of these practices in AI-enabled organisational contexts. Drawing on the Technology Acceptance Model (TAM) and insights from established HR and motivation theories, this study examines the relationships between core HR practices, perceived usefulness, perceived ease of use, and employees’ intention to stay in AI-enabled hospitality organisations. Using an explanatory research design, data were collected through a structured questionnaire administered to employees of four- and five-star hotels in Kolkata, India. A total of 193 valid responses were analysed using reliability analysis, correlation analysis, hierarchical regression, and mediation–moderation testing with the PROCESS macro. The results indicate that compensation and benefits have a significant direct effect on intention to stay, while training and development, career development, and performance appraisal do not exhibit significant direct effects. Importantly, perceived usefulness mediates the relationship between HR practices and intention to stay, whereas perceived ease of use moderates the effectiveness of HR practices by shaping employees’ acceptance of AI-enabled HR systems.

 

The findings extend the Technology Acceptance Model beyond technology adoption to explain employee retention and offer a socio-technical perspective on HR effectiveness in AI-enabled hospitality contexts. The study provides actionable insights for hospitality managers seeking to leverage AI-enabled HR systems to strengthen employee retention.

 

 

Author(s) Details

Mahasweta Ghosh
NSHM, Durgapur, India.

 

 

Please see the book here :- https://doi.org/10.9734/bpi/nhstc/v7/7014

The Impact of Workplace Inequality and Discrimination on Individual Development and Organisational Performance: A Case Study of Durban’s Hospitality Sector, South Africa | Book Publisher International

Workplaces now consist of many cultures. This varied work environment allows employers opportunities to generate strategies that value diversity while eliminating workplace disparity and prejudice. This research examines the impact of workplace inequality and discrimination on individual development and organizational performance within the hospitality sector in Durban, South Africa.  Using a qualitative approach, the study explores employees' lived experiences through interviews, observations, and thematic analysis with NVivo software. The interviews were conducted face-to-face, audio-recorded, and transcribed. Findings reveal four major themes—recruitment practices, emotional responses, workplace discrimination, and inequality—underscoring the persistence of systemic racism and exploitation, particularly affecting Black employees, women, and foreign workers. The study highlights the negative repercussions on employee motivation, productivity, and organizational performance. According to the results, (95%) of participants say inequality and discrimination are serious against black people, in the hotel Industry. Most feel apartheid has not yet ended in South Africa. The results also show that (80%) of the participants find no relevance in learning or developing themselves in a toxic environment. Findings reveal four major themes—recruitment practices, emotional responses, workplace discrimination, and inequality—underscoring the persistence of systemic racism and exploitation, particularly affecting Black employees, women, and foreign workers. The study highlights the negative repercussions on employee motivation, productivity, and organizational performance.  Workers who are discriminated against suffer from low self-esteem and are traumatised. Emotional impact results in a lack of motivation, demoralisation, depression, etc. The social impact results in stress, poor relationships, and poor productivity. The lack of transparency reduces employee participation and turns them into an organisation's enemy. Practical recommendations include strengthening diversity management. The government must revisit its position on racism, enforce anti-discrimination policies, and enhance systematic training programs to foster inclusivity. These findings contribute valuable insights for HR managers, trade unions, and policymakers to address workplace disparities in the South African hotel industry.

 

Author (s) Details

Dr. Nyamupachari Vareta
Faculty of Management Sciences, Durban University of Technology, South Africa.

 

Please see the book here:- https://doi.org/10.9734/bpi/mono/978-93-49238-36-7

Group Analysis of Official Hotel Classification Systems: A Recent Study | Chapter 1 | Current Approaches in Science and Technology Research Vol. 4

 The current study examines official classification systems in order to identify common, significant sectors and criteria. Some criteria reflect certification bodies', countries', and the hotel industry's perceptions on what is important for a hotel to provide. Official categorization systems state their fundamental principles, which vary from one to the next and are not all met at the same time. Consumer protection, tourism planning, and marketing are the three most common reasons given by most countries for establishing a formal rating system. Through the use of official classification systems, the study will present the procedures used in the hotel business. It will add to the existing expertise of hoteliers, institutions, and organisations that develop hotel certification systems, as well as the tourism industry's overall understanding.

Hotel classification systems are methods for keeping the hotel industry's high standards. In addition, the classification of hotels is heterogeneous. The variety of ranking categories and the marks utilised are common points, but when the needs of each category's criteria are examined, highly varied conditions emerge, sometimes even within the same country. Nonetheless, due to the wide variety of classification systems, lodging kinds, and the cultural, environmental, and economic contexts in which the systems work in different nations, introducing a categorization system for hotels is a difficult task. This research yielded a recommended model hotel classification system that, based on the kind and category of accommodation, will directly help to decreasing the risk of not meeting customers' expectations and providing hotel services more efficiently. Customer expectations must be managed effectively in order for the tourism industry to remain viable.

The data for the survey came from the analysis and processing of 39 classification systems used in various countries and continents.

Author(s) Details

Akrivi Vagena
Department of Business Administration, University of Patras, 26504 Rio Achaia, Greece.

Gerassimos Manoussakis
Department of Surveying, National Technical University of Athens, 9 Iroon, Polytechneiou, Zografos 157 80, Greece.

View Book :- https://stm.bookpi.org/CASTR-V4/article/view/1035