Integrating robots to address labour shortages in the hospitality industry might have unintended consequences, suggests a study conducted by Washington State University. This comprehensive investigation, encompassing over 620 employees within lodging and food service sectors, sheds light on the phenomenon of “robot-phobia” – the apprehension surrounding robots displacing human jobs. The study underscores how this fear exacerbates job insecurity and stress among workers, ultimately fuelling intentions to seek alternative employment opportunities. Remarkably, this impact is particularly pronounced among employees with firsthand experience interacting with robotic technology, affecting both frontline staff and managerial personnel alike. These findings, detailed in the International Journal of Contemporary Hospitality Management, underscore companies’ need to address this pressing issue.

Lead author Bamboo Chen, a hospitality researcher at WSU’s Carson College of Business, underscores the urgency of this matter, especially given the hospitality industry’s historically high turnover rates. As businesses grapple with persistent labour shortages exacerbated by the pandemic, some have turned to robotic technology as a solution. However, the study starkly highlights the detrimental effects of such initiatives on employee morale and retention. Despite the potential benefits of automation in streamlining tedious tasks, the study warns of a possible “negative feedback loop” whereby increased reliance on robots leads to a further exodus of human workers, worsening the labour shortage crisis.

Unlike previous studies focused on customer acceptance of robots, this research delves into the perceptions and experiences of hospitality workers themselves. Chen and colleague Ruying Cai surveyed a diverse sample of employees nationwide, exploring their attitudes towards various robotic and automation technologies. The findings underscore a significant correlation between robot-phobia and heightened turnover intentions, irrespective of employees’ familiarity with the technology. Even those who interact with robots regularly in their daily tasks express deep-seated concerns about job obsolescence, perpetuating feelings of insecurity and stress.

The study elucidates the role of perception in shaping employees’ attitudes towards robots. Those who perceive robots as efficient and capable are more likely to contemplate leaving their jobs, underscoring the complex interplay between technology and human psychology in the workplace. Chen emphasizes the importance of transparent communication from employers, advocating for a balanced approach that acknowledges both the benefits and limitations of robotic technology. Emphasizing the complementary role of humans alongside automation, he suggests fostering a collaborative environment where technology augments rather than replaces human labour. This nuanced approach, Chen argues, is not only essential for mitigating the adverse effects of robot phobia but also for nurturing a sustainable workforce in the hospitality industry, instilling a sense of hope for the future.

More information: Chun-Chu (Bamboo) Chen et al, Are robots stealing our jobs? Examining robot-phobia as a job stressor in the hospitality workplace, International Journal of Contemporary Hospitality Management. DOI: 10.1108/IJCHM-09-2023-1454

Journal information: International Journal of Contemporary Hospitality Management Provided by Washington State University