“Robot-Phobia?” No kidding
Washington State University
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The study, involving more than 620 lodging
and food service employees, found that "robot-phobia" -- specifically
the fear that robots and technology will take human jobs -- increased workers'
job insecurity and stress, leading to greater intentions to leave their jobs.
The impact was more pronounced with employees who had real experience working
with robotic technology. It also affected managers in addition to frontline
workers. The findings were published in theInternational Journal of
Contemporary Hospitality Management.
"The turnover rate in the hospitality industry ranks among the highest across all non-farm sectors, so this is an issue that companies need to take seriously," said lead author Bamboo Chen, a hospitality researcher in WSU's Carson College of Business.
"The
findings seem to be consistent across sectors and across both frontline
employees and managers. For everyone, regardless of their position or sector,
robot-phobia has a real impact."
Food service and lodging industries were
hit particularly hard by the pandemic lockdowns, and many businesses are still
struggling to find enough workers. For example, the accommodation workforce in
April 2024 was still 9.2% below what it was in February 2020, according to U.S.
Bureau of Labor Statistics. The ongoing labor shortage has inspired some
employers to turn to robotic technology to fill the gap.
While other studies have focused on
customers' comfort with robots, this study focuses on how the technology
impacted hospitality workers. Chen and WSU colleague Ruying Cai surveyed 321
lodging and 308 food service employees from across the U.S., asking a range of
questions about their jobs and attitudes toward robots. The survey defined
"robots" broadly to include a range of robotic and automation
technologies, such as human-like robot servers and automated robotic arms as
well as self-service kiosks and tabletop devices.
Analyzing the survey data, the researchers
found that having a higher degree of robot-phobia was connected to greater
feelings of job insecurity and stress -- which were then correlated with
"turnover intention" or workers' plans to leave their jobs. Those
fears did not decrease with familiarity: employees who had more actual
engagement with robotic technology in their daily jobs had higher fears that it
would make human workers obsolete.
Perception also played a role. The
employees who viewed robots as being more capable and efficient also ranked
higher in turnover intention.
Robots and automation can be good ways to
help augment service, Chen said, as they can handle tedious tasks humans
typically do not like doing such as washing dishes or handling loads of hotel
laundry. But the danger comes if the robotic additions cause more human workers
to quit. The authors point out this can create a "negative feedback
loop" that can make the hospitality labor shortage worse.
Chen recommended that employers communicate
not only the benefits but the limitations of the technology -- and place a
particular emphasis on the role human workers play.
"When you're introducing a new technology, make sure not to focus just on how good or efficient it will be. Instead, focus on how people and the technology can work together," he said.
