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Abstract
This study examined the influence of comprehensive training, organizational culture, and demographic factors on hospitality employees’ readiness, attitudes, and perspectives toward automation in the hospitality industry in Sibu, Sarawak, Malaysia. As automation changed service delivery, understanding employee acceptance and adaptation was important for successful implementation.
A mixed-methods research design was employed, integrating quantitative survey data from 122 hospitality employees with qualitative data from 10 semi-structured interviews and non-participant observations conducted in selected 10 hotels in Sibu, Sarawak, Malaysia. Quantitative data were analyzed using Pearson correlation, regression analysis and ANOVA analysis, while qualitative data were thematically analyzed by using NVivo and triangulated with observational findings to enhance validity.
The findings revealed that comprehensive training had a strong and significant positive relationship with employees’ readiness, attitudes, and perspectives toward automation. Organizational culture also demonstrated a significant influence, particularly in shaping employees’ attitudes toward automation. In contrast, demographic factors such as education level and job tenure showed no significant predictive effect, while age exhibited only a weak and partial influence. The qualitative findings further supported these results by showing how training improved operational efficiency and psychological readiness, while organizational culture varied across hotels in Sibu and influenced communication, adaptation, and acceptance of automation.
Theoretically, the study extended the Technology Acceptance Model (TAM), the Technology–Organization–Environment (TOE) framework, the Unified Theory of Acceptance and Use of Technology (UTAUT), and Schein’s Model of Organizational Culture by demonstrating that comprehensive training and organizational culture exerted a stronger influence than demographic factors on hospitality employees’ acceptance of automation technologies.
Ultimately, this study provided a comprehensive understanding of the factors influencing hospitality employees’ readiness, attitudes, and perspectives toward automation. From a practical perspective, the findings offer managerial guidance for hospitality organizations by emphasizing employee-centered strategies, including comprehensive training, a supportive organizational culture, pilot testing, role redesign, and maintaining employee capability to support successful automation transitions. Future research is recommended to include larger samples from different locations, use longitudinal research designs, and further explore factors influencing employees’ acceptance of automation. Successful automation in the hospitality industry depends not only on technological capabilities but also on how well organizations prepare and support their employees throughout the transition process. (359 words)
How to cite
Ching, H. T. (2026). THE INFLUENCE OF COMPREHENSIVE TRAINING, ORGANIZATIONAL CULTURE, AND DEMOGRAPHIC FACTORS ON HOSPITALITY EMPLOYEES’ READINESS, ATTITUDES, AND PERSPECTIVES TOWARD AUTOMATION. EIU Journals. https://journals.eiu.ac/article/the-influence-of-comprehensive-training-organizational-culture-and-demographic-factors-on-hospitality-employees-readiness-attitudes-and-perspectives-toward-automation/
Ching, Ho Tze. "THE INFLUENCE OF COMPREHENSIVE TRAINING, ORGANIZATIONAL CULTURE, AND DEMOGRAPHIC FACTORS ON HOSPITALITY EMPLOYEES’ READINESS, ATTITUDES, AND PERSPECTIVES TOWARD AUTOMATION." EIU Journals, 2026, https://journals.eiu.ac/article/the-influence-of-comprehensive-training-organizational-culture-and-demographic-factors-on-hospitality-employees-readiness-attitudes-and-perspectives-toward-automation/.
@article{ching2026the,
title = {THE INFLUENCE OF COMPREHENSIVE TRAINING, ORGANIZATIONAL CULTURE, AND DEMOGRAPHIC FACTORS ON HOSPITALITY EMPLOYEES’ READINESS, ATTITUDES, AND PERSPECTIVES TOWARD AUTOMATION},
author = {Ho Tze Ching},
journal = {EIU Journals},
year = {2026},
url = {https://journals.eiu.ac/article/the-influence-of-comprehensive-training-organizational-culture-and-demographic-factors-on-hospitality-employees-readiness-attitudes-and-perspectives-toward-automation/}
}