Employees' perception of robots and robot-induced unemployment in hospitality industry under COVID-19 pandemic - ScienceDirect - 4 views
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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.
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Beyond digitalization, other service concepts, such as contactless services with highly reduced human interaction, are becoming more prioritized by hoteliers and consumers
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The notable exception, Ivanov et al. (2018) denoted that employees might resist working with the service robot as they might see them as a threat, while Lu et al. (2019) believed that collaborating with a service robot can have adverse effects like frustration, discomfort, and confusion for service employees.
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Good Morning Emily, Thank you very much for sharing this article! It is a rather interesting one which will certainly generate varying opinions. Me, from a management standpoint, I believe that robotics does have a place in the workplace (a greater presence in manufacturing and less in customer service). Dealing with humans on a luxury vacation tends to enhance my experience. Honestly, I cannot possibly imagine going on a vacation and not having the opportunity to converse with an employee!
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This article comes in lieu of the COVID-19 pandemic and originally stems from keeping people safe by having contactless service. With service robots being so popular during the pandemic they started to take the place of actual humans. This can cause issues in customer service where people would prefer human to human interaction. This article also discusses how humans feel about having jobs replaced by robots and their perception on how they feel about working WITH robots.