Date

2-13-2026

Department

Graduate School of Business

Degree

Doctor of Philosophy in Organization and Management (PhD)

Chair

Amy Riederich

Keywords

hotel industry labor shortage, employee recruitment and retention, human resources management, social exchange theory

Disciplines

Leadership Studies

Abstract

The hotel industry faces a critical shortage of qualified service workers. This HR problem poses an operational and strategic challenge that undermines delivering quality customer service. In relation, this study investigated the HR managerial struggle to recruit and retain an adequate number of service workers to meet the labor demands of the luxury hotel sector. Based on social exchange theory, this research explored how motivational features such as flexible scheduling, career advancement opportunities, training, and employee rewards function as reciprocal exchange mechanisms between the HR management and service workers, thereby influencing recruitment and retention outcomes. The study incorporated a flexible qualitative design that is guided by single case study method and pragmatic paradigm to gain an empirical insight into the causes, consequences, and potential solutions of the industry’s labor shortage. Primary data were from interviewing HR managers, while secondary data were collected from service worker focus groups for triangulation purposes, further enhancing the study’s validity and reliability. The study has also incorporated reflexive bracketing and credibility safeguards, including the maintenance of reflexive journaling to minimize bias and to ensure that the participants’ experiences are accurately represented. Three research questions guiding the study are as following: 1) Why is there a shortage of service workers in the hotel services sector? 2) How does the hotel sector address the recruitment and retention challenges? and 3) What are the consequences of a continued labor shortage? Answering these questions has generated a holistic understanding of the managerial and motivational dynamics associated with effective recruitment and retention. The study contributes theoretically by extending the social exchange theory to contemporary hospitality workforce management. Practically, the study offers actionable strategies for effective HR management practices.

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