Author ORCID Identifier
Betsy Stringam: https://orcid.org/0000-0003-2810-6854
Document Type
Article
Journal Article Version
Final Version / Publisher's PDF (peer-reviewed)
Publication Date
4-14-2023
Abstract
Recent investments in automation and AI are reshaping the hospitality sector. Driven by social and economic forces affecting service delivery, these new technologies have transformed the labor that acts as the backbone to the industry-namely frontline service work performed by housekeepers, front desk staff, line cooks and others. We describe the context for recent technological adoption, with particular emphasis on algorithmic management applications. Through this work, we identify gaps in existing literature and highlight areas in need of further research in the domains of worker-centered technology development. Our analysis highlights how technologies such as algorithmic management shape roles and tasks in the high-touch service sector. We outline how harms produced through automation are often due to a lack of attention to non-management stakeholders. We then describe an opportunity space for researchers and practitioners to elicit worker participation at all stages of technology adoption, and offer methods for centering workers, increasing transparency, and accounting for the context of use through holistic implementation and training strategies.
Published in
Proceedings of the ACM on Human-Computer Interaction
Keywords
algorithmic management, future of work, hospitality, service labor
Copyright Notice
© 2023 F. Spektor, S. Fox, E. Awumey, et al., reuse allowed according to Creative Commons license.
License for Reuse
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Recommended Citation
Spektor, F., Fox, S. E., Awumey, E., Begleiter, B., Kulkarni, C., Stringam, B., Riordan, C. A., Rho, H. J., Akridge, H., & Forlizzi, J. (2023). Charting the Automation of Hospitality: An Interdisciplinary Literature Review Examining the Evolution of Frontline Service Work in the Face of Algorithmic Management. Proceedings of the ACM on Human-Computer Interaction, 7(CSCW1), 1-20. https://doi.org/10.1145/3579466