Employee responses to robots in hospitality

Kristina Kleinlercher and Margaretha Hacket

Marketing Review St.Gallen, 2024, vol. 41, issue 4, 22-27

Abstract: Technology, including service robots, is reshaping the hospitality sector, with debates about their role and potential becoming increasingly prominent. Frontline service employees have a complex relationship with service robots, blending humanization and dehumanization depending on the circumstances. While service robots offer efficiency and support in customer service interactions, employees express concerns about their impact on job roles and the authenticity of the guest experience.

Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:zbw:hsgmrs:320338

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