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Navigating Employee Perceptions of Service Robots: Insights for Sustainable Technology Adoption in Hospitality

Year: 2025

Type: article

Abstract: The widespread deployment of service robots in industries such as hospitality has significantly transformed service delivery, influencing not only customers but also employees. This study examines the multi-dimensional impact of service robots on hotel employees, focusing on their attitudes, emotional responses, and willingness to collaborate, as shaped by perceived benefits (service reliability, process efficiency, and job crafting) and risks (inefficiency, insufficient intelligence, and privacy concerns). Data were collected from 471 hotel employees in South Korea with experience working alongside service robots, and Hayes’ Process Macro Model 4 was employed for hypothesis testing. The findings reveal that perceived benefits positively influence employees’ attitudes, emotions, and willingness to collaborate, while perceived risks exert a negative impact. Furthermore, attitudes and emotional responses mediate these relationships. These findings provide theoretical and practical insights for managers, policymakers, and service robot manufacturers to address employee concerns, improve human–robot collaboration, and promote sustainable technological integration within the service industry.

Source: Tourism and Hospitality

DOI: 10.3390/tourhosp6020113

Authors: Yuntugalage Wu, Minkyung Park, Jae Hyup Chang

Institutions: Ordos Institute of Technology, George Mason University, Kongju National University

Language: English

Topic: AI in Service Interactions

Subfield: Artificial Intelligence

Field: Computer Science

Domain: Physical Sciences

SDG: Decent work and economic growth

Open Access status: gold

Estimated APC paid: $1,448