Service robots in hospitality: a cognitive appraisal perspective on job insecurity, turnover intentions, and generational differences

Abstract

Purpose

Grounded in the cognitive appraisal theory, this paper aims to investigate how employees cognitively evaluate and respond to the introduction of service robots, with a particular focus on generational differences.

Design/methodology/approach

Data was collected from hospitality employees across different generations in the USA, and 279 responses were analyzed using partial least squares structural equation modeling.

Findings

The results indicate negative service robot awareness and perceived risk significantly contribute to increased turnover intentions, with job insecurity mediating these associations. Notably, Generation Z employees exhibit distinct attitudes toward service robots compared to older generations, indicating a varying response pattern across different generational cohorts.

Practical implications

Organizations operating in the hospitality industry can use these findings to tailor interventions aimed at addressing concerns related to job insecurity and turnover intentions arising from the integration of service robots. Recognizing the diverse perspectives among different generational groups, organizations can implement targeted approaches to ensure a smoother transition and enhance employee acceptance of service robot technologies.

Originality/value

This study contributes to the literature by shedding light on the nuanced interplay between employees’ cognitive evaluations, generational differences and the introduction of service robots in the hospitality sector. The insights generated offer valuable guidance for both academics and industry practitioners, facilitating the development of strategies to foster a mutually beneficial integration of service robots into the workforce.

研究目的

本研究基于认知评估理论, 探讨员工如何对引入服务机器人进行认知评估和响应, 特别关注世代差异。

研究方法

采集了来自美国不同世代的酒店员工的数据, 分析了279份回应, 采用了部分最小二乘结构方程建模（PLS-SEM）分析方法。

研究发现

研究结果显示, 对服务机器人的负面认知和感知风险显著增加了员工的离职意向, 工作不安全感在这些关系中起到了中介作用。值得注意的是, 与老一辈相比, Z世代员工对服务机器人表现出明显不同的态度, 显示出不同世代群体对服务机器人的响应模式各异。

研究创新

本研究通过揭示员工认知评估、世代差异和服务机器人引入在酒店业中的微妙互动, 对文献做出了贡献。所得的洞见为学术界和行业从业者提供了宝贵指导, 有助于制定策略, 促进服务机器人与工作人员的互利融合。

实践意义

在酒店业运营的组织可以利用这些发现来定制干预措施, 解决由引入服务机器人引发的工作不安全感和离职意向问题。认识到不同世代群体的多样化观点, 组织可以实施有针对性的方法, 确保服务机器人技术的平稳过渡, 增强员工对其的接受度。

Citation

Horpynich, H., Mistry, T.G. and Dogan, S. (2024), "Service robots in hospitality: a cognitive appraisal perspective on job insecurity, turnover intentions, and generational differences", Journal of Hospitality and Tourism Technology, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JHTT-03-2024-0189