Work

Consumer perception of employees with disabilities using robots

Year: 2025

Type: article

Abstract: Advanced robotic technologies provide direct assistance to people with disabilities in overcoming physical barriers. We examine how consumers respond to frontline service employees with disabilities who utilize such technologies. Across three studies, we demonstrate that not all technologies are perceived equally: consumers tend to respond negatively to employees with disabilities who are telepresent via robots compared to those who work in person, regardless of whether the latter use assistive technology (e.g., wearable robots). Our findings suggest that companies focused on social inclusivity should consider investing in wearable robotic technologies instead of telepresence robots to reduce physical barriers for frontline employees with disabilities while improving their working conditions. • Consumers react negatively to employees with disabilities working remotely via robots. • Using wearable robots that enables in-person service mitigates such negative effects. • The effect of service delivery mode is explained by mechanical dehumanization.

Source: Annals of Tourism Research

DOI: 10.1016/j.annals.2025.103945

Authors: Sungwoo Choi, Sara Kim

Institutions: Chinese University of Hong Kong, University of Hong Kong

Language: English

Topic: AI in Service Interactions

Subfield: Artificial Intelligence

Field: Computer Science

Domain: Physical Sciences

SDGs: Reduced inequalities, Decent work and economic growth

Open Access status: hybrid

Estimated APC paid: $4,060