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

Author

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  • Yuntugalage Wu

    (Department of Management, Ordos Institute of Technology, 1 East Erdos Street, Kangbashi District, Ordos City 017000, China)

  • Minkyung Park

    (School of Sport, Recreation, and Tourism Management, George Mason University, 4400 University Drive, 4D2, Fairfax, VA 22030, USA)

  • Jae Hyup Chang

    (Department of Tourism Management, Kongju National University, 56 Gongjudaehak-ro, Gongju-si 32588, Chungcheongnam-do, Republic of Korea)

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.

Suggested Citation

  • Yuntugalage Wu & Minkyung Park & Jae Hyup Chang, 2025. "Navigating Employee Perceptions of Service Robots: Insights for Sustainable Technology Adoption in Hospitality," Tourism and Hospitality, MDPI, vol. 6(2), pages 1-19, June.
    • Handle: RePEc:gam:jtourh:v:6:y:2025:i:2:p:113-:d:1679840
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    References listed on IDEAS

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    1. Chowdhury, Soumyadeb & Budhwar, Pawan & Dey, Prasanta Kumar & Joel-Edgar, Sian & Abadie, Amelie, 2022. "AI-employee collaboration and business performance: Integrating knowledge-based view, socio-technical systems and organisational socialisation framework," Journal of Business Research, Elsevier, vol. 144(C), pages 31-49.
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