Work identities and changed work roles in times of crisis: a study of hospitality workers during restructuring

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ABSTRACT This paper examines how restructuring of hotel work affects work identities and attractiveness of work, based on 29 semi-structured interviews with staff at three hotels in Sweden. The external crisis – the COVID-19 pandemic – played a significant role in justifying restructuring, shifting power dynamics in favor of employers and enabling change. The results of this study indicate that restructuring led to vague role descriptions, which affected work identity, job security and attractiveness of work. The study highlights the tension between job security and preservation of work identity, showing that while changes in work roles can provide job security, they also alter the context upon which work identity is built. This duality has created dilemmas for employees, forcing them to accept changes in work identity or jeopardizing job security. The study also emphasizes how restructuring risk affecting career opportunities, work roles, hierarchical levels and turnover intentions.