Award Date

12-15-2025

Degree Type

Dissertation

Degree Name

Doctor of Philosophy (PhD)

Department

William F. Harrah College of Hospitality

First Committee Member

Mehmet Erdem

Second Committee Member

Ashok Singh

Third Committee Member

Billy Bai

Fourth Committee Member

Marta Soligo

Fifth Committee Member

Makbule Eda Anlamlier

Number of Pages

227

Abstract

Over the past decade, the transformation of diverse workplaces accelerated after the COVID-19 outbreak, deeply affecting organizational and individual performance and becoming central to research in service management and operations. By shaping how hospitality employees deliver service and expanding collaborative work, digital technologies are not merely adopted or rejected; they have significantly reshaped workplaces and organizational culture. The problem for research is that it has overlooked how hospitality employees adopt digital technologies in service delivery systems and how these technologies influence their work experience and professional identity. This study addresses the gap by identifying current directions on the disruptive impacts of digital technology and exploring hospitality employees' perceptions and their professional identity. The study applied a mixed-method design. Study 1 conducted a systematic literature review to examine the disruptive technology in the hospitality literature. Study 2 employed a qualitative approach to gain insight into the experiences and perspectives of hospitality employees regarding the use of technology. Drawing on the findings from Studies 1 and 2, Study 3 examined the relationships between human-AI collaboration and employees’ professional identity through service-oriented behavioral intention, considering the moderating effects of organizational relationship orientation, perceived training support, and competitive pressure. The current research revealed that there is no consensus on the definition of disruptive technology in the hospitality research. The reactions of hospitality employees to using digital technology were mixed, with both positive and negative impacts on the work environment. Moreover, the study found that hospitality employees’ professional identity is developed through a combination of organizational and environmental factors at work, particularly when using technology, and is significantly associated with their service-oriented behavioral intention.

Keywords

Conservation of Resources Theory; Digital Transformation; Disruptive Technology; Hospitality Technology; Professional Identity; Self-Perception Theory

Disciplines

Hospitality Administration and Management | Leisure Studies | Tourism and Travel

File Format

PDF

File Size

4900 KB

Degree Grantor

University of Nevada, Las Vegas

Language

English

Rights

IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

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Available for download on Wednesday, December 15, 2032


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