Trude Furunes and Muchazondida Mkono
Informed by the role and script theory, this paper aims to explore workforce and customer experiences related to service delivery under the sharing economy. The study is expedient…
Abstract
Purpose
Informed by the role and script theory, this paper aims to explore workforce and customer experiences related to service delivery under the sharing economy. The study is expedient as the sharing economy spreads its disruptive innovation across the hospitality industry.
Design/methodology/approach
This paper applies a qualitative approach, sourcing online data from virtual platforms.
Findings
The results indicate both positive and negative experiences for customers and the workforce, and the paper highlights the challenges of fragmented service delivery as a result of service delivery mediated through mobile applications.
Practical implications
Food delivery mediated through mobile applications is likely to expand as more households are lured by its convenience. This change has implications for both restaurants and the workforce.
Originality/value
Although a growing number of studies analyse the impact of the sharing economy on the hospitality industry, much of the focus has been on accommodation, and the impact and implications for the food-service segment has not been thoroughly investigated yet.
Details
Keywords
Olga Gjerald, Trude Furunes and Gro Ellen Mathisen
The purpose of this study is to identify new psychosocial risk factors in the assessment of job demands and job resources in hospitality employment and to initiate the development…
Abstract
Purpose
The purpose of this study is to identify new psychosocial risk factors in the assessment of job demands and job resources in hospitality employment and to initiate the development of a psychosocial hospitality risk indicator (PHRI). The argument is underpinned by the findings from an exploratory study of health and safety representatives (HSE) in the hospitality sector.
Design/methodology/approach
Using focus-group interviews with 15 HSE representatives from 13 hospitality companies in lodging, housekeeping, and food and beverage segments, this research explored perceived psychosocial risks in different hospitality jobs through the lens of the JD-R (job demands-job resources) model.
Findings
This study suggests that factors such as conditioned flexibility, technological requirements, multicultural workforce interactions, lack of support from customers and lack of emotion ventilation represent new risk factors in the psychosocial work environment if not properly managed. A list of items to assess these new psychosocial risks is provided, and a model of different knowledge sources for the further development of the PHRI is suggested.
Originality/value
This is the first paper to identify new psychosocial risks in hospitality employment through the lens of a health and safety work perspective. A key theoretical contribution of this research is the extension of the JD-R model with new variables representing service-specific job demands and resources and the development of items for future risk assessment in hospitality jobs.