The impact of new technologies on the perceived performance of employees in the hospitality industry

Technology is developing at a dizzying pace and finds its place in every aspect of our lives. Although the hospitality sector is a labour-intensive sector, it is not possible to ignore to stay away from technological developments. The hospitality industry should be able to develop and implement strategies to adapt new generation technologies to their businesses due to rapidly changing customer expectations and increasing competition conditions. Today, new generation technologies are increasingly being used in the hospitality sector, especially in the post-pandemic period, to increase efficiency and customer satisfaction and to reduce operational costs. Opened in 2015 in Japan in the smart hotel concept and managed by robots, the Henn-na hotel can be given as the best example of the point reached by the hospitality industry in the use of next-generation technology. These next generation technologies include artificial intelligence, automation systems, Internet of Things (IoT), big data and mobile applications. Integrating next-generation technologies into business processes not only transforms the customer experience, but also profoundly affects the performance of employees using these technologies. While new generation technologies can increase the performance of employees by reducing their workload, the stress that may occur on employees during the adaptation process of the technology may negatively affect their performance. In this thesis, the stress that may occur on employees during the adaptation and use of new generation technologies is analysed in the context of techno-stress. In addition, in this thesis, technology acceptance models are used to understand how employees accept and adopt new technologies, and through these models, the factors and processes affecting the adoption of technology are analysed and how new generation technologies can be effectively adapted to businesses are investigated. The techno-stress and attitude towards technology that occur on employees as a result of the adaptation of new technologies in hotels (5 stars) affect both business performance and employee performance. In this context, the research aims to determine the mediating effect of attitudes towards technology on the relationship between techno-stress experienced by employees in five-star accommodation establishments and their perceived performance.