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Consumer perception of employees with disabilities using robots

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  • Choi, Sungwoo
  • Kim, Sara

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.

Suggested Citation

  • Choi, Sungwoo & Kim, Sara, 2025. "Consumer perception of employees with disabilities using robots," Annals of Tourism Research, Elsevier, vol. 112(C).
    • Handle: RePEc:eee:anture:v:112:y:2025:i:c:s0160738325000519
    DOI: 10.1016/j.annals.2025.103945
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    References listed on IDEAS

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    1. repec:plo:pone00:0061842 is not listed on IDEAS
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    1. Gang Ren & Gang Wang & Tianyang Huang, 2025. "What Influences Potential Users’ Intentions to Use Hotel Robots?," Sustainability, MDPI, vol. 17(12), pages 1-30, June.

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