Using more robots to close the labor gap in the hospitality industry could backfire and cause more human workers to leave, according to a Washington State University study.
The study, which included more than 620 lodging and food service employees, found that “robot phobia” — specifically the fear that robots and technology will take away human jobs — increases workers' job insecurity and stress. , which makes them more likely to quit their jobs. Jobs The impact was more pronounced on employees who had actual experience working with robotic technology. It affected managers as well as frontline workers. The results were publishedInternational Journal of Contemporary Hospitality Management.
“The hospitality industry has the highest turnover rate of all non-farm sectors, so it's an issue that companies need to take seriously,” said Bamboo Chen, a hospitality researcher at WSU's Carson College of Business. ” “The results seem to be consistent across sectors and for frontline employees and managers alike. For everyone, regardless of position or sector, robot phobia has a real impact.”
The food service and lodging industries were hit particularly hard by the pandemic lockdown, and many businesses are still struggling to find enough workers. For example, according to the US Bureau of Labor Statistics, the housing workforce in April 2024 was still 9.2% lower than in February 2020. The ongoing labor shortage has encouraged some employers to turn to robotic technology to fill the gap.
While other studies have focused on consumer comfort with robots, this study focuses on how the technology has affected hospitality workers. Chen and WSU colleague Ruying Cai surveyed 321 lodging and 308 food service employees from across the United States, asking a series of questions about their jobs and attitudes toward robots. The survey broadly defines “robots” to include a range of robotic and automation technologies, such as humanoid robot servers and automated robotic arms, as well as self-service kiosks and tabletop devices.
Analyzing survey data, the researchers found that higher degrees of robot phobia were associated with greater feelings of job insecurity and stress — which in turn were linked to “turnover intentions,” or plans for workers to leave their jobs. were connected. These fears did not diminish with familiarity: Employees who had more real engagement with robotic technology in their day-to-day jobs were more afraid that it would make human workers obsolete.
Ehsaas also played a role. Employees who perceived robots as more competent and efficient also had higher turnover intentions.
Robots and automation could be good ways to help expand service, China said, because they can handle tedious tasks that humans typically don't like, such as washing dishes or handling a load of hotel laundry. . But the danger comes when robotic augmentation causes more human workers to leave. The authors point out that this could create a “negative feedback loop” that could make hospitality labor shortages worse.
Chen recommends that employers discuss the technology's limitations, not just the benefits — and place particular emphasis on the role of human workers.
“When you're introducing a new technology, make sure you don't just focus on how cool or useful it will be. Instead, focus on how people and How technologies can work together.”