The Mismatches Between the Workplace in the Service Industry and Generation Z: A General Misalignment

Jiawei Shan

doi:10.54097/1zajd675

Authors

Jiawei Shan

DOI:

https://doi.org/10.54097/1zajd675

Keywords:

Generation Z, Service Industry, Hofstede’s Cultural Dimensions Theory .

Abstract

Generation Z, as the new generation entering workplaces, is considered the future of many industries. However, as Gen Zers first step into workplaces, many of them struggle to satisfy their employers’ expectations and to adapt to their workplace culture. Structural mismatches between these young talents and their workplaces emerged in the past few years, leading to severe consequences, especially in the service industry. Being a customer-centric, experience-demanding, and ever-changing industry, the service industry witnessed more Gen Zers struggle to adapt. In the past few years, due to physical separation and the digitalisation of the service industry, more problems emerged and have made the mismatch between Gen Zers and the industry unprecedentedly widespread and severe, limiting businesses to recover and young employees to succeed. This article aims to identify the mismatches between the traits of Generation Z and the characteristics of the service industry, categorised based on Hofstede’s cultural dimensions, seeks to define and explain the mismatches, and provides fixing recommendations for managers to create a better environment for Gen Zers to thrive.

Downloads

Download data is not yet available.

References

[1] Dimock, M. (2019, January 17). Defining generations: Where Millennials end, and Generation Z begins. Pew Research Center. https://pewrsr.ch/2szqtJz

[2] Deloitte. (2023, May 17). Deloitte’s 2023 Gen Z and Millennial survey reveals workplace progress despite new setbacks. Deloitte. https://www.deloitte.com/global/en/about/press-room/2023-gen-z-and- millenial-survey.html

[3] Kaplan, Z. (2024, February 29). Generation Z Workplace Statistics. Forage. https://www.theforage.com/ blog/basics/generation-z-statistics

[4] Josephson, K. (2022, July 17). Why job turnover is so high for Gen Z and Millennials. Foundation for Economic Education. https://fee.org/articles/why-job-turnover-is-so-high-for-gen-z-and-millennials/

[5] Hofstede, G. (1980). Culture’s consequences: International differences in work-related values. Sage Publications.

[6] Shorey, S., Chan V., Rajendran, P. & Ang, E. (2021). Learning styles, preferences and needs of generation Z healthcare students: Scoping review. Nurse Education in Practice, 57. https://doi.org/ 10.1016/J.Nepr.2021.103247

[7] Tunsakul, K. (2020). Gen Z consumers’ online shopping motives, attitude, and shopping intention. Human Behavior, Development and Society, 21(2), 7-16.

[8] Stancampiano, J. (2022, May 31). Why gen Z cares less about getting a 4-year college degree. Fastcompany. https://www.Fastcompany.Com/90755962/Why-Gen-Z- Cares-Less-About-Getting-A-4-Year-College-Degree

[9] Greene, J. M. (2024). Hofstede’s cultural dimensions theory. Salem Press Encyclopedia.

[10] Hofstede, G. (2001). Culture’s consequences. Sage Publications

[11] Hofstede, G. (2011) Dimensionalizing cultures: The Hofstede model in context. Online Readings Psychology & Culture, 2(1), 1-26, https://scholarworks.gvsu.edu/orpc/vol2/iss1/8/

[12] Eringa, K., Caudron, E., Rieck, K. & Xie, F. (2015). How relevant are Hofstede's dimensions for inter-cultural studies? A replication of Hofstede's research among current international business students. Research in Hospitality Management, 5(2), 187-198. DOI:10.1080/ 22243534.2015.11828344

[13] Vaida, S. (2024). Is there really a generational gap? Characteristics, values and how to talk to each generation. Journal Plus Education, 35(1), 72–88. https://doi.org/10.24250/jpe/1/2024/sv/

[14] Bencsik A., Horváth-Csikós G., Juhász T. (2016) Y and Z Generations at workplaces. Journal of Competitiveness, 8 (3), 90-106. https://doi.org/10.7441/joc.2016.03.06

[15] Moore, N., Rowe, L., Stokes, P., Lichy, J., Rodgers, P., & Smith, S. M. (2022). An examination of the dynamics of intergenerational tensions and technological change in the context of post-pandemic recovery. Production Planning & Control, 35(13), 1533-1550. https://doi.org/10.1080/09537287.2022.2083523

[16] Caddy, B. (2021). Screen time: How to make peace with your devices and find your techquilibrium. Kings Road Publishing.

[17] Chellasamy, A., Almeida, S. M., Prakash, G. S., Nagarathinam, A., & Rangasamy, S. (2022). Social media disengagement among gen y and gen z: a quantitative investigation. Media Literacy and Academic Research, 5(1), 230-252.

[18] Nordin, H., Singh, D., Mansor, Z., & Yadegaridehkordi, E. (2022). Impact of power distance cultural dimension in e-learning interface design among Malaysian Generation Z students. IEEE Access, 10, 64199-64208. https://doi.org/10.1109/ACCESS.2022.3183117

[19] Fratričová, J., & Kirchmayer, Z. (2018). Barriers to work motivation of Generation Z. Journal of HRM, 21(2), 28–39.

[20] Barna, (2018, June 6). Is Gen Z the most success-oriented generation? Barna. http ://www.barna.com/research/is-gen-z-the-most-success-oriented-generation/

[21] Fry R. & Parker, K. (2018). Early benchmarks show ‘post-millennials’ on track to be most diverse, best-educated generation. Pew Research Center. https://pewrsr.ch/2PUuzJn

[22] Ozkan, M. & Solmaz, B. (2015). The changing face of the employees- Generation Z and their perceptions of work. Procedia Economics and Finance, 26, 476-483. doi: 10.1016/S2212-5671(15)00876-X

[23] Lazányi, K., & Bilan, Y. (2017). Generation Z on the labour market - do they trust others within their workplace? Polish Journal of Management Studies, 16(1), 78-93. DOI:10.17512/pjms.2017.16.1.07

[24] Barhate, B., & Dirani, K. M. (2022). Career aspirations of Generation Z: A systematic literature review. European Journal of Training and Development, 46(1), 139-157. DOI:10.1108/EJTD-07-2020-0124

[25] Iorgulescu, M. (2016). Generation Z and its perception of work. Cross-cultural Management Journal, 43(1), 47-54.

[26] Grow, J. m., & Yang, S. (2018). Generation-Z enters the advertising workplace: Expectations through a gendered lens. Journal of Advertising Education, 22(1), 7-22. DOI:10.1177/1098048218768595

[27] Norgate, S. H., & Cooper, C. L. (2020). Flexible work: Designing our healthier future lives. Routledge.

[28] Palm, K., Bergman, A. & Rosengren, C. (2020). Towards more proactive sustainable human resource management practices? A study on stress due to the ICT- mediated integration of work and private life. Sustainability, 12 (20). doi:10.3390/su12208303.

[29] Berge, Z. L., & Berge, M. B. (2019). The Economic ABCs of Educating and Training Generations X, Y, and Z. Performance Improvement, 58(5), 44-53.

[30] American Psychological Association, (2018). Stress America Generation Z. American Psychological Association.

[31] Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. Journal of Applied Psychology, 87(2), 268-279. DOI:10.1037//0021-9010.87.2.268

[32] Aggarwal, A., Sadhna, P., Gupta, S., Mittal, A., & Rastogi, S. (2022). Gen Z entering the workforce: Restructuring HR policies and practices for fostering the task performance and organizational commitment. Journal of Public Affairs, 22(3), 1-18. https://doi.org/10.1002/pa.2535

[33] Schroth, H. (2019). Are you ready for Gen Z in the workplace? California Management Review, 61(3), 5-18. https://doi.org/10.1177/0008125619841006

[34] Ghura, A. S. (2017). A qualitative exploration of the challenges organizations face while working with Generation Z intrapreneurs. Journal of Entrepreneurship and Innovation in Emerging Economies, 3(2), 105-114. https://doi.org/10.1177/2393957517711306

[35] Dick, S. D. (2019). Generational similarities in work values of generations X, Y and Z. Journal of Human Resource Management, 22(2), 10-27. https://doaj.org/article/3948df29a866494 cbdd5a5b0d2ab3695.