A study conducted by Washington State University has highlighted that increasing the use of robots in the hospitality industry may actually lead to more human workers leaving their jobs. The research involved over 620 employees in the lodging and food service sector and revealed that “robot-phobia” was a significant factor contributing to workers feeling insecure in their jobs and experiencing stress, ultimately leading to a greater intention to quit. This effect was more pronounced among employees who had direct experience working with robotic technology, impacting both frontline workers and managers.
The high turnover rate in the hospitality industry is a serious concern, and the study suggests that companies need to be cautious when considering the implementation of more robotic technologies. The ongoing labor shortage in the industry, exacerbated by the pandemic, has prompted some businesses to explore the use of robots as a solution. However, the study emphasizes the negative consequences that may arise if employees feel threatened by the technology and decide to leave their jobs as a result.
While previous studies have focused on customers’ acceptance of robots, this research focused on the impact of robotic technology on hospitality workers themselves. Surveying a diverse group of employees across the U.S., the study found that a higher level of “robot-phobia” was associated with increased feelings of job insecurity and stress, which in turn corresponded to a greater intention to leave their job. The fear of robots replacing human workers did not diminish with familiarity, as employees who interacted more with robotic technology at work tended to have higher fears of being replaced.
Perception also played a significant role in employees’ attitudes towards robots, as those who viewed robots as more capable and efficient were more likely to consider leaving their jobs. While robots can be valuable in augmenting service by performing repetitive tasks, there is a risk that an overreliance on robotic technology could lead to more human workers quitting, creating a negative feedback loop that worsens the labor shortage in the hospitality sector. The study underscores the importance of employers communicating not just the benefits but also the limitations of technology, emphasizing the collaborative role that human workers play alongside robots.
To address the potential negative impact of robot-phobia on employee retention, the study suggests that employers should focus on promoting a harmonious relationship between humans and technology. By highlighting the ways in which robotic technology can enhance and support human workers, while also addressing concerns and limitations, companies can help alleviate employees’ fears and encourage a more positive attitude towards automation. Ultimately, the study underscores the need for a balanced approach to integrating robots into the hospitality industry to ensure that both human workers and technology can coexist effectively and sustainably.
