Using more robots to close labor gaps in the hospitality industry may backfire and cause more human workers to quit, according to a new study.
The study, involving more than 620 lodging and food service employees, found that 'robot-phobia' -- specifically the fear that robots and technology will take human jobs -- increased workers' job insecurity and stress, leading to greater intentions to leave their jobs. The impact was more pronounced with employees who had real experience working with robotic technology. It also affected managers in addition to frontline workers.
Food service and lodging industries were hit particularly hard by the pandemic lockdowns, and many businesses are still struggling to find enough workers. For example, the accommodation workforce in April 2024 was still 9.2% below what it was in February 2020, according to U.S. Bureau of Labor Statistics. The ongoing labor shortage has inspired some employers to turn to robotic technology to fill the gap.
Perception also played a role. The employees who viewed robots as being more capable and efficient also ranked higher in turnover intention. "When you're introducing a new technology, make sure not to focus just on how good or efficient it will be. Instead, focus on how people and the technology can work together," he said.There's no need to panic about a pending robot takeover just yet. Only 14% of workers say they've seen their job replaced by a robot. But those who have experienced job displacement due to a robot ...
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