Exploring the affordances of service robots and the effects on frontline employees in China: a qualitative research in hotels
Journal of Hospitality and Tourism Technology
ISSN: 1757-9880
Article publication date: 14 August 2024
Issue publication date: 5 December 2024
Abstract
Purpose
This study aims to investigate the affordances of service robots (SRs) in hotels and their effects on frontline employees (FLEs).
Design/methodology/approach
Purposive and referral samplings methods were used to conduct 28 semistructured interviews with hotel FLEs, and the transcribed manuscript was analyzed based on grounded theory.
Findings
The study identifies six dimensions of SR affordances: physical, sensory, task, safety, social and emotional affordances. The main effects of SR affordances on FLEs involve reducing work stress and mental fatigue and increasing positive emotions in the psychological aspects of FLEs. In terms of behavioral aspects, shifts in task priorities and enhancements in SR usage behaviors were observed. Accordingly, a mechanistic framework was revealed through which SR affordances influence FLEs via direct and indirect interactions between FLEs and SRs.
Originality/value
This paper expands robotics research from a supply-side perspective and is one of the few studies to investigate SR affordances in the field of hospitality research. Findings of this study provide practical guidelines for designing and implementing SRs to support hotel FLEs in their daily work.
研究目的
本研究旨在调查酒店中服务机器人（SR）的可供性及其对一线员工（FLEs）的影响。
研究方法
本研究采用目的性和推荐抽样方法, 对酒店一线员工进行了28次半结构化访谈, 并根据扎根理论对转录的手稿进行了分析。
研究发现
本研究确定了服务机器人的六个可供性维度：物理、感官、任务、安全、社会和情感可供性。服务机器人可供性对一线员工的主要影响包括减少工作压力和心理疲劳, 以及在心理方面增加积极情绪。在行为方面, 观察到任务优先级的变化和服务机器人使用行为的增强。因此, 研究揭示了一种机制框架, 通过一线员工与服务机器人的直接和间接互动, 服务机器人可供性影响一线员工。
研究创新
本文从供给侧视角扩展了机器人研究, 是少数几篇研究酒店业中服务机器人可供性的研究之一。本研究结果为设计和实施服务机器人以支持酒店一线员工的日常工作提供了实践指南。
Keywords
Acknowledgements
Funding: This research received no external funding.
Data availability statement: Data will be made available on request.
Conflicts of interest: The authors declare no potential conflicts of interest.
Citation
Wang, X., Chen, M., Wang, Z., Law, C.H.R. and Zhang, M. (2024), "Exploring the affordances of service robots and the effects on frontline employees in China: a qualitative research in hotels", Journal of Hospitality and Tourism Technology, Vol. 15 No. 5, pp. 862-877. https://doi.org/10.1108/JHTT-11-2023-0367
Publisher
:Emerald Publishing Limited
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