Wearables for Well-Being: A Longitudinal in Situ Study of Smartwatches to Understand and Enhance Line-Level Housekeeping Work

Abstract

Increased strain on the hospitality industry following the COVID-19 pandemic and ensuing labor shortages has led to calls for new technologies such as smartwatches for understanding and improving work conditions for housekeepers, who are often from vulnerable and marginalized populations. In addition to concerns regarding how new technologies will be received by workers, questions remain as to whether metrics derived from smartwatches can usefully predict aspects of the worker experience, such as feelings of stress. We recruited 20 hotel housekeepers to wear smartwatch-based sensors during work for approximately 20 eight-hour shifts. In addition to pre- and post-participation surveys on workplace attitudes, participants provided daily stress ratings. Findings revealed increased technology acceptance and perceptions of organizational support following smartwatch use. Smartwatch metrics reliably predicted participant ratings of daily and overall stress. Theoretical implications for technology acceptance and practical implications for introducing technology into the workplace are discussed.