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Working with Service Robots in the Dining Room: Employees’ Perspectives and Realities



Details

  • Personal Author:
  • Description:
    Purpose: The purpose of this study was to investigate restaurant and foodservice workers' perceptions of working with a service robot and the extent to which the workers' well-being was impacted by a mandated service robot adoption. Design/methodology/approach: This study used a qualitative methodology where 42 US restaurant and foodservice workers from two organizations were interviewed. The data analyzed generated 1,302 coded segments that clustered into six overarching themes. Findings: The findings from this research revealed that restaurant and foodservice workers who regularly use service robots in the dining room experience a complex set of issues and challenges related to robot reliability, management training and support, leveraging the robot to entertain the customer, feelings of dread, anger and frustration, and indications of decreased physical exertion as a proxy for well-being. Research limitations/implications: As an initial qualitative investigation, the results of this study can be used as a starting point for quantitative investigations, as well as informing restaurant and foodservice industry stakeholders as to the best practices for a comprehensive and successful service robot adoption and integration. Originality/value: This research presents an intersection between service robot technology acceptance with worker well-being using a broad range of frameworks including National Institute for Occupational Safety and Health's Future of Work, SERVQUAL and technology acceptance models to gain a deep and rich set of service worker perspectives. [Description provided by NIOSH]
  • Subjects:
  • Keywords:
  • ISSN:
    1757-9880
  • Document Type:
    Text
  • Funding:
    Grant
  • Genre:
    Journal Article
  • Place as Subject:
  • CIO:
    National Institute for Occupational Safety and Health (NIOSH)
  • Topic:
    Workplace Safety & Health
  • Location:
    North America
  • Volume:
    15
  • Issue:
    5
  • NIOSHTIC Number:
    nn:20069900
  • Citation:
    J Hosp Tourism Technol 2024 Dec; 15(5):878-896
  • Contact Point Address:
    Cynthia Mejia, Rosen College of Hospitality Management, University of Central Florida, Orlando, FL, United States
  • Email:
    Cynthia.Mejia@ucf.edu
  • Federal Fiscal Year:
    2025
  • Performing Organization:
    Sunshine Education and Research Center, University of South Florida
  • Peer Reviewed:
    True
  • Start Date:
    20050701
  • Source Full Name:
    Journal of Hospitality and Tourism Technology
  • End Date:
    20290630
  • Collection(s):
  • Main Document Checksum:
    urn:sha-512:34126859cf69c53bbb56880947f1ac457436cdb017f737195c526603471221d3ce19a228a5a9c8ccbb382281870570ba0967394d34fa08dff78d2af269e9165a
  • Download URL:
  • File Type:
    Filetype[PDF - 512.97 KB ]
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