Robots as restaurant employees - A double-barrelled detective story

Faruk Seyitoğlu, Stanislav Ivanov, Ozan Atsız and İbrahim Çifçi

Technology in Society, 2021, vol. 67, issue C

Abstract: The paper evaluates the perceptions of Turkish restaurant managers and customers towards service robots. The sample includes 26 managers and 32 customers. Data were collected through semi-structured interviews. The findings reveal that robots are suitable for dirty, dull, dangerous and repetitive tasks. Customers have mostly positive attitudes towards robots while managers – mostly negative. However, respondents agree that robots improve service quality. A mixed service delivery system based on human-robot collaboration is perceived as the most appropriate. Customers are willing to pay more for the robotic service experience. Theoretical and managerial implications are discussed as well.

Keywords: Service robots; Restaurants; Supply-side perspective; Demand-side perspective; Turkey (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (6)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:teinso:v:67:y:2021:i:c:s0160791x21002542

DOI: 10.1016/j.techsoc.2021.101779

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