IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i9p7563-d1139594.html
   My bibliography  Save this article

Examining the Impact of Frontline Service Robots Service Competence on Hotel Frontline Employees from a Collaboration Perspective

Author

Listed:
  • Yunsik Kim

    (Department of Hotel Management, Kyungdong University, 815, Gyeonhwon-ro, Munmak-eup, Wonju-si 26495, Gangwon-do, Republic of Korea)

Abstract

With the increasing adoption of frontline service robots (FLSRs) in hospitality workplaces, collaboration between frontline employees (FLEs) and FLSRs has become a necessity. The existing literature focuses on the customer perspective of FLSRs; however, this study explains the mechanisms through which employees’ willingness to collaborate with FLSRs are built. By incorporating robot service capability and perceived risk as external variables into a technology acceptance model, this study investigated the mechanisms of FLEs’ willingness to collaborate with FLSRs. The results showed that the service capability of FLSRs plays a significant role in increasing FLEs’ willingness to collaborate, whereas perceived risk decreases their willingness to collaborate. These results indicate that the level of service capability of FLSRs and the management of perceived risk are important in shaping FLEs’ positive attitudes toward collaborating with FLSRs. Therefore, this study extends the literature by investigating how FLEs and FLSRs relate to each other from a collaboration perspective.

Suggested Citation

  • Yunsik Kim, 2023. "Examining the Impact of Frontline Service Robots Service Competence on Hotel Frontline Employees from a Collaboration Perspective," Sustainability, MDPI, vol. 15(9), pages 1-19, May.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:9:p:7563-:d:1139594
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/9/7563/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/9/7563/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Hai Kyong Kim & Kibok Baik & Najung Kim, 2019. "How Korean Leadership Style Cultivates Employees’ Creativity and Voice in Hierarchical Organizations," SAGE Open, , vol. 9(3), pages 21582440198, September.
    2. Stanislav Ivanov & Faruk Seyitoğlu & Martina Markova, 2020. "Hotel managers’ perceptions towards the use of robots: a mixed-methods approach," Information Technology & Tourism, Springer, vol. 22(4), pages 505-535, December.
    3. Imed Boughzala & Gert-Jan de Vreede, 2015. "Evaluating team collaboration quality : the development and field application of Collaboration Maturity Model," Grenoble Ecole de Management (Post-Print) hal-01245385, HAL.
    4. Stanislav Ivanov & Craig Webster, 2020. "Robots in tourism: A research agenda for tourism economics," Tourism Economics, , vol. 26(7), pages 1065-1085, November.
    5. Jochen Wirtz & Valarie Zeithaml, 2018. "Cost-effective service excellence," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 59-80, January.
    6. Ji Hee Song & Candice R. Hollenbeck, 2015. "The value of social presence in mobile communications," The Service Industries Journal, Taylor & Francis Journals, vol. 35(11-12), pages 611-632, August.
    7. M. Claudia tom Dieck & Timothy Jung, 2018. "A theoretical model of mobile augmented reality acceptance in urban heritage tourism," Current Issues in Tourism, Taylor & Francis Journals, vol. 21(2), pages 154-174, January.
    8. Gyutae Lee & Yunsik Kim, 2022. "Effects of Resistance Barriers to Service Robots on Alternative Attractiveness and Intention to Use," SAGE Open, , vol. 12(2), pages 21582440221, May.
    9. Dowling, Grahame R & Staelin, Richard, 1994. "A Model of Perceived Risk and Intended Risk-Handling Activity," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(1), pages 119-134, June.
    10. Chung-Ming Chuang, 2020. "A current travel model: smart tour on mobile guide application services," Current Issues in Tourism, Taylor & Francis Journals, vol. 23(18), pages 2333-2352, September.
    11. ten Brummelhuis, Lieke L. & Johns, Gary & Lyons, Brent J. & ter Hoeven, Claartje L., 2016. "Why and when do employees imitate the absenteeism of co-workers?," Organizational Behavior and Human Decision Processes, Elsevier, vol. 134(C), pages 16-30.
    12. Che-Hui Lien & Maxwell K. Hsu & Jing-Zhi Shang & Stephen W. Wang, 2021. "Self-service technology adoption by air passengers: a case study of fast air travel services in Taiwan," The Service Industries Journal, Taylor & Francis Journals, vol. 41(9-10), pages 671-695, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zhong, Lina & Verma, Rohit & Wei, Wenqi & Morrsion, Alastair M. & Yang, Liyu, 2022. "Multi-stakeholder perspectives on the impacts of service robots in urban hotel rooms," Technology in Society, Elsevier, vol. 68(C).
    2. Stanislav Ivanov & Craig Webster & Faruk Seyitoğlu, 2023. "Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 195-231, March.
    3. Kang, Min Jung & Park, Heejun, 2011. "Impact of experience on government policy toward acceptance of hydrogen fuel cell vehicles in Korea," Energy Policy, Elsevier, vol. 39(6), pages 3465-3475, June.
    4. Yadav, Manjit S. & de Valck, Kristine & Hennig-Thurau, Thorsten & Hoffman, Donna L. & Spann, Martin, 2013. "Social Commerce: A Contingency Framework for Assessing Marketing Potential," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 311-323.
    5. Dutta, Sujay & Pullig, Chris, 2011. "Effectiveness of corporate responses to brand crises: The role of crisis type and response strategies," Journal of Business Research, Elsevier, vol. 64(12), pages 1281-1287.
    6. Jesús J. Cambra‐Fierro & J. Alfredo Flores‐Hernández & Lourdes Pérez & Guadalupe Valera‐Blanes, 2020. "CSR and branding in emerging economies: The effect of incomes and education," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(6), pages 2765-2776, November.
    7. Huakang Liang & Ken-Yu Lin & Shoujian Zhang & Yikun Su, 2018. "The Impact of Coworkers’ Safety Violations on an Individual Worker: A Social Contagion Effect within the Construction Crew," IJERPH, MDPI, vol. 15(4), pages 1-21, April.
    8. Dubey, Subodh & Sharma, Ishant & Mishra, Sabyasachee & Cats, Oded & Bansal, Prateek, 2022. "A General Framework to Forecast the Adoption of Novel Products: A Case of Autonomous Vehicles," Transportation Research Part B: Methodological, Elsevier, vol. 165(C), pages 63-95.
    9. Subhodeep Mukherjee & Manish Mohan Baral & Chittipaka Venkataiah & Surya Kant Pal & Ramji Nagariya, 2021. "Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(4), pages 445-460, December.
    10. Niklas Bondesson, 2012. "Brand Image Antecedents of Loyalty and Price Premium in Business Markets," Business and Management Research, Business and Management Research, Sciedu Press, vol. 1(1), pages 32-47, March.
    11. Greve, Goetz & Meyer, Frederike, 2020. "Sales- und Service-Bots im Vertrieb - Chance oder Risiko für Unternehmen?," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 37(5), pages 10-17.
    12. Saridakis, George & Benson, Vladlena & Ezingeard, Jean-Noel & Tennakoon, Hemamali, 2016. "Individual information security, user behaviour and cyber victimisation: An empirical study of social networking users," Technological Forecasting and Social Change, Elsevier, vol. 102(C), pages 320-330.
    13. Catherine Viot & André Le Roux & Florence Kremer, 2014. "Attitude towards the purchase of counterfeits: Antecedents and effect on intention to purchase," Post-Print halshs-02530136, HAL.
    14. Singh, Sonika & Ratchford, Brian T. & Prasad, Ashutosh, 2014. "Offline and Online Search in Used Durables Markets," Journal of Retailing, Elsevier, vol. 90(3), pages 301-320.
    15. Parlakorn Kornpitack & Puris Sornsaruht, 2019. "Intention to Purchase Travel Online: A SEM Analysis," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 246-260.
    16. Yisak Jang & Li Miao & Chih-Chien Chen, 2023. "Book now, pay later: the effects of delays in payments and temporal distance on consumers’ perceptions and purchase intention," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 22(5), pages 374-384, October.
    17. Leonie Kuen & Fiona Schürmann & Daniel Westmattelmann & Sophie Hartwig & Shay Tzafrir & Gerhard Schewe, 2023. "Trust transfer effects and associated risks in telemedicine adoption," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    18. Das, Gopal & Mukherjee, Amaradri & Smith, Ronn J., 2018. "The Perfect Fit: The Moderating Role of Selling Cues on Hedonic and Utilitarian Product Types," Journal of Retailing, Elsevier, vol. 94(2), pages 203-216.
    19. Michel Borgh & Jeroen Schepers, 2018. "Are conservative approaches to new product selling a blessing in disguise?," Journal of the Academy of Marketing Science, Springer, vol. 46(5), pages 857-878, September.
    20. Magali Muraro & Karine Cissé -Depardon, 2015. "Proposition d'une échelle de mesure de l'état de désorientation du consommateur dans le domaine de la santé alimentaire," Post-Print hal-02587231, HAL.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:9:p:7563-:d:1139594. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.