Author ORCID Identifier
Maria Menshikova: https://orcid.org/0009-0009-8834-5751
Isabella Bonacci: https://orcid.org/0000-0002-6848-932X
Danila Scarozza: https://orcid.org/0000-0001-9149-3522
Alena Fedorova: https://orcid.org/0000-0002-4600-6489
Khaled Ghazy: https://orcid.org/0000-0002-8515-4521
Abstract
This study examines the human-robot interaction in the hospitality industry by investigating hotel employees’ perceptions of collaborative robots (cobots) in hotel operations. While robotic technologies are often introduced to enhance service efficiency and customer satisfaction, their impact on internal work dynamics and human resource management remains underexplored. Through qualitative research involving interviews with hotel staff, this study investigates the social dimensions of working alongside cobots. The data analysis is based on the ARPACE model that explores the 6 dimensions of interaction between human employees and cobots: actor, partner, relationship, activities, context, and evaluation. The results obtained concern both opportunities, such as improved task allocation, reduced workload, and enhanced job satisfaction, and challenges, including communication barriers, job insecurity, and emotional disconnect. The findings offer practical insights into how hospitality organizations can foster smoother integration of cobots, emphasizing the importance of employee training, ethical considerations, and inclusive HR strategies to support the integration of robots and artificial intelligence in the workplace.
Recommended Citation
Menshikova, M., Bonacci, I., Scarozza, D., Fedorova, A., & Ghazy, K. (in press). Social Interaction with Collaborative Robots in the Hotel Industry: Analysing the Employees’ Perception. Communications of the Association for Information Systems, 57, pp-pp. Retrieved from https://aisel.aisnet.org/cais/vol57/iss1/56
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