Employees’ perception of robots and robot-induced unemployment in hospitality industry under COVID-19 pandemic
Yükleniyor...
Tarih
2022
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
ELSEVIER SCI LTD, THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
Erişim Hakkı
info:eu-repo/semantics/openAccess
Attribution-NonCommercial-NoDerivs 3.0 United States
Attribution-NonCommercial-NoDerivs 3.0 United States
Özet
The impact of the pandemic is driving the recent upsurge in service automation and the adoption of service robots in the hospitality industry. As service paradigm and customer expectations shift from conventional customized and personalized services towards a digitalized service environment, such customer orientation may favor using service robots at scales that could render service employees redundant. This study aims to answer the above question by investigating service employees’ perceptions of service robots. Data solicited from 405 service employees in the United States of America via Amazon’s MTurk were analyzed using structural equation modeling. The result revealed that employees’ awareness of adopting and using service robots significantly impacts their perception of robot-induced unemployment. Further, results indicated that the perception of robots’ social skills significantly influences service employees’ perception of robot-induced unemployment. Employee status was found to moderate the relationships mentioned above. Specifically, entry-level employees perceive the unemployment risk more than managers.
Açıklama
Anahtar Kelimeler
Perception of robots, Robot-induce unemployment, Service robots, Hospitality, Tourism
Kaynak
International Journal of Hospitality Management
WoS Q Değeri
Q1
Scopus Q Değeri
Q1
Cilt
107
