skip to main content
US FlagAn official website of the United States government
dot gov icon
Official websites use .gov
A .gov website belongs to an official government organization in the United States.
https lock icon
Secure .gov websites use HTTPS
A lock ( lock ) or https:// means you've safely connected to the .gov website. Share sensitive information only on official, secure websites.

Explore Research Products in the PAR
It may take a few hours for recently added research products to appear in PAR search results.


  • NSF Public Access
  • Search Results
  • Charting the Automation of Hospitality: An Interdisciplinary Literature Review Examining the Evolution of Frontline Service work in the Face of Algorithmic Management
Title: Charting the Automation of Hospitality: An Interdisciplinary Literature Review Examining the Evolution of Frontline Service work in the Face of Algorithmic Management
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.  more » « less
Award ID(s):
2026537 2128954
PAR ID:
10464186
Author(s) / Creator(s):
; ; ; ; ; ; ; ; ;
Date Published:
Journal Name:
Proceedings of the ACM on Human-Computer Interaction
Volume:
7
Issue:
CSCW1
ISSN:
2573-0142
Page Range / eLocation ID:
1 to 20
Format(s):
Medium: X
Sponsoring Org:
National Science Foundation
More Like this
  1. ; ; ; ; ; ; ; ; ; (, ACM Designing Interactive Systems 2023)
    NA (Ed.)
    Labor shortages have shaped many industries over the past several years, with hospitality experiencing one of the largest rates of attrition. Workers are leaving their jobs for a variety of reasons, ranging from burnout and work intensification to a lack of meaningful employment. While some literature maintains that labor-replacing automation is poised to bridge the shortages, we argue there is an opportunity for technology design to instead improve job quality and retention. Drawing on interviews with unionized guest room attendants, we report on workers’ perceptions of a widely-used algorithmic room assignment system. We then present worker-generated design ideas that adapt this system toward supporting three key facets of wellbeing: self-efficacy, transparency, and workload. We argue for the need to consider these facets of wellbeing through design across the service landscape, particularly as HCI attends to the impacts of AI and automation on frontline work. 
    more » « less
  2. ; ; ; ; ; ; ; ; (, ACM)
    Algorithmic management is transforming traditional face-to-face service sectors like hospitality. To understand this phenomenon, we conducted an interview study in a unionized, mid-sized urban hotel on the West Coast of the USA. Through this work, we examine how an algorithmic management (AM) platform mediates work in a housekeeping department. Our analysis highlights the effects of AM on social processes, revealing that despite careful configuration, the tool’s implementation still challenges traditional communication and coordination. This study contributes empirical evidence on AM impacts in a collaborative service environment, emphasizing the importance of organizational dynamics in AM design and implementation. We offer design opportunities for flexible workplace technologies that support, rather than frustrate, the relational aspects of service work. 
    more » « less
  3. ; (, 2020 IEEE Global Humanitarian Technology Conference (GHTC))
    null (Ed.)
    Increasing the adoption of household clean energy technologies is important to achieving sustainable development and to improving the environmental, economic, and social impacts of these technology interventions. While much work has been done to understand the many factors driving successful interventions, little research has been done to quantify and then model the adoption of these technologies. Current optimization models to maximize impact rely on the effective prediction of adoption, yet this piece remains the least understood component. The purpose of this paper is to outline the various ways in which being able to model the adoption of household clean energy technologies would be beneficial for designers, implementation organizations, and policymakers to aid in their design and decision-making processes. We provide a brief review of the literature and current challenges to adoption, examples of current methods and modeling tools that can be used to optimize sustainable impacts, and how these tools could be improved through adoption modeling. We discuss the benefits of being able to model adoption for various stakeholders in the clean energy sector along with proposing some methodologies that can be used to accomplish this goal. 
    more » « less
  4. ; ; ; ; ; (, Big Data & Society)
    The rapid development of machine-learning algorithms, which underpin contemporary artificial intelligence systems, has created new opportunities for the automation of work processes and management functions. While algorithmic management has been observed primarily within the platform-mediated gig economy, its transformative reach and consequences are also spreading to more standard work settings. Exploring algorithmic management as a sociotechnical concept, which reflects both technological infrastructures and organizational choices, we discuss how algorithmic management may influence existing power and social structures within organizations. We identify three key issues. First, we explore how algorithmic management shapes pre-existing power dynamics between workers and managers. Second, we discuss how algorithmic management demands new roles and competencies while also fostering oppositional attitudes toward algorithms. Third, we explain how algorithmic management impacts knowledge and information exchange within an organization, unpacking the concept of opacity on both a technical and organizational level. We conclude by situating this piece in broader discussions on the future of work, accountability, and identifying future research steps. 
    more » « less
  5. ; ; ; (, 2018 14th IEEE International Workshop on Factory Communication Systems (WFCS))
    The Internet of Things (IoT) is a vast collection of interconnected sensors, devices, and services that share data and information over the Internet with the objective of leveraging multiple information sources to optimize related systems. The technologies associated with the IoT have significantly improved the quality of many existing applications by reducing costs, improving functionality, increasing access to resources, and enhancing automation. The adoption of IoT by industries has led to the next industrial revolution: Industry 4.0. The rise of the Industrial IoT (IIoT) promises to enhance factory management, process optimization, worker safety, and more. However, the rollout of the IIoT is not without significant issues, and many of these act as major barriers that prevent fully achieving the vision of Industry 4.0. One major area of concern is the security and privacy of the massive datasets that are captured and stored, which may leak information about intellectual property, trade secrets, and other competitive knowledge. As a way forward toward solving security and privacy concerns, we aim in this paper to identify common input-output (I/O) design patterns that exist in applications of the IIoT. These design patterns enable constructing an abstract model representation of data flow semantics used by such applications, and therefore better understand how to secure the information related to IIoT operations. In this paper, we describe communication protocols and identify common I/O design patterns for IIoT applications with an emphasis on data flow in edge devices, which, in the industrial control system (ICS) setting, are most often involved in process control or monitoring. 
    more » « less
  • Citation Formats
  • MLA
  • APA
  • Chicago
  • BibTeX
  • Save / Share this Record
  • Send to Email