This critical review presents a comprehensive examination of the prevailing working
conditions within the global hospitality industry. It highlights pervasive issues such as …

Labor shortages have shaped many industries over the past several years, with hospitality
experiencing one of the largest rates of attrition. Workers are leaving their jobs for a variety …

Purpose This study provides an overview of challenges and opportunities presented by the
increasingly prevalent self-service technology adoption in the hotel industry, with a focus on …

Purpose Capable service employees are increasingly scarce and costly. Many
organizations opt to partially replace, support or augment human employees with AI …

Content creators with marginalized identities are disproportionately affected by
shadowbanning on social media platforms, which impacts their economic prospects online …

Line managers form the first level of management in organizations, and must make complex
decisions, while maintaining relationships with those impacted by their decisions. Amidst …

Almost thirty years ago, CSCW published an article written by Joan Greenbaum detailing
how and why CSCW should consider the framing of “labor” over “work” in researching and …

This workshop aims to support participants in reflecting, ideating, and prototy** new socio-
technical approaches to help workers develop effective collaboration skills for complex work …

Self-service machines are a form of pseudo-automation; rather than actually automate tasks,
they offset them to unpaid customers. Typically implemented for customer convenience and …

My research centers on the development of context-adaptive AI systems to improve end-user
adoption through the integration of technical methods. I deploy these AI systems across …