The use of additional robots to address labor shortages in the hospitality industry might result in more human workers quitting, as per a recent study. The study, which involved over 620 employees in lodging and food service, revealed that “robot-phobia,” or the fear of robots and technology replacing human jobs, increased job insecurity and stress among workers, ultimately leading to a greater likelihood of them leaving their jobs. This effect was particularly significant for employees who had direct experience with robotic technology, and it also impacted both frontline workers and managers.
According to a study by Washington State University, fear of robots and technology taking over human jobs in the hospitality industry can lead to increased stress and job insecurity among employees. This, in turn, can result in a greater intention to leave their jobs. The study, which involved over 620 lodging and food service employees, showed that workers who had actual experience with robotic technology were more affected. The impact was not only limited to frontline workers, but also extended to managers. These findings were published in the International Journal of Hospitality Management.
According to Bamboo Chen, a hospitality researcher at WSU’s Carson College of Business, the turnover rate in the hospitality industry is among the highest across all non-farm sectors. This is a significant issue that companies need to address. The impact of robot-phobia appears to be consistent across different sectors and for both frontline employees and managers. The pandemic lockdowns have greatly affected the food service and lodging industries, and many businesses are still facing challenges in finding enough workers.
kers. For example, in April 2024, the accommodation workforce was still 9.2% below its February 2020 levels, according to the U.S. Bureau of Labor Statistics. Due to the ongoing labor shortage, some employers have turned to robotic technology to address the gap.
While previous studies have examined customers’ comfort with robots, this study specifically focuses on the impact of technology on hospitality workers. Chen and Ruying Cai, a colleague at WSU, conducted a survey of 321 lodging and 308 food service employees from various locations in the U.S. The survey included a range of questions about their jobs and attitudes toward robots, with “robots” defined broadly to encompass various robotic technologies.The article discusses the impact of robotics and automation on the workforce, specifically focusing on the connection between robot-phobia and job insecurity. The research found that employees with a higher fear of robots also experienced more stress and job insecurity, leading to a greater intention to leave their jobs. This fear was not alleviated by increased familiarity with robotic technology, as employees who interacted with robots daily still feared that their jobs would become obsolete. Perception also influenced these feelings, with employees who viewed robotics as a threat experiencing greater job insecurity.The study found that people who saw robots as more capable and efficient were also more likely to want to leave their jobs. According to Chen, robots and automation can be helpful in tasks that humans find boring or unpleasant, such as washing dishes or doing laundry in hotels. However, there is a risk that introducing robots could lead to more human workers quitting. This could create a “negative feedback loop” and worsen the labor shortage in the hospitality industry. Chen suggested that employers should not only communicate the benefits but also the limitations of the technology, and focus on training employees to work alongside robots.The function human workers have.
“When you’re introducing a new technology, ensure not to solely focus on its efficiency. Instead, emphasize how people and the technology can collaborate,” he stated.
