Perceptions of Educational Stratification and the Psychology of System Justification: A Qualitative Study of Hotel Employees

This study investigates how educational and institutional hierarchies function within hotel organizations, and how employees rationalize and internalize the resulting inequalities. In so doing, this study utilizes system justification theory, stereotype threat, and Bourdieu's concept of cultural capital. As hotel organizations respond to evolving market demands, they increasingly prioritize academic credentials, certifications, and experience in personnel decisions. This intensifies credential competition and institutionalizes educational elitism, producing widespread overqualification and misalignment between formal qualifications and job requirements—ultimately impacting organizational performance and employee morale. In-depth interviews with 24 hotel employees in Seoul revealed three key patterns: (1) lived experiences of credential-based hierarchy and institutionalized discrimination, (2) emotional regulation and adaptive conformity in navigating a performance-centric credential society, and (3) the internalization of meritocratic ideas and beliefs in fair competition despite discrimination. The interviewees tended to interpret these disparities and discrimination as personal challenges, responding through continuous self-discipline and self-improvement rather than collective resistance. The findings illuminate how credentialism operates not merely as an HR tool but as a legitimizing mechanism that shapes employees' perceptions and behaviors. The study calls for a shift toward competency-based evaluation systems in hotel organizations to promote more equitable employment practices and foster greater organizational inclusivity.