In this episode, host Dr. Lauren Siegel, joined by Dr. Rami Shamseen, interviews Dr. Agnieszka Rydzik (University of Lincoln) about her research on how increasing use of technology in hospitality affects workers’ experiences, especially since the pandemic accelerated tools like QR-code ordering and self-service systems. Drawing on dozens of interviews with workers and industry stakeholders, she discusses how technology can intensify work, reduce staffing, create new pressures when systems fail, and shift customer frustration onto employees, often without enough training. Agnieszka also explores how these changes can reduce meaningful human interaction with customers, coworkers, and suppliers, contributing to disconnection and stress, while affecting workers differently by role and workplace.

01:25 Pandemic Tech Acceleration

03:57 Defining The Research Focus

04:35 Peak Times Staffing Pressures

08:09 Training And Tech Troubles

09:48 Why Hospitality Matters

12:03 Tech Reduces Human Connection

14:05 Invisible Workplace Tech Shifts

17:00 Gen Z Tech Reality

17:34 Human Connection Over Apps

18:01 Worker Centric Tech Rethink

18:29 Hospitality Futures Tool

20:39 Bartender Audio Narrative

22:19 Dehumanization and Manners

29:01 Guidelines for Better Practice