Improving employee-robot collaboration in hospitality : understanding the zero-sum mindset

Abstract

In the evolving landscape of the hotel industry, the integration of robotic technologies is reshaping service dynamics. This three-part research investigates the transformative impact of robots on hospitality employees and their inclination to collaborate with robotic counterparts. Study 1 delves into the intricate relationship between employees' zero-sum mindset and the influence of robot intelligence on collaboration willingness. Employees with a strong zero-sum mindset exhibit a heightened willingness to collaborate with low-intelligence robots but perceive high-intelligence robots as competitors. Study 2 introduces an advocacy campaign, revealing its effectiveness in shifting zero-sum mindset perceptions from threats to valuable resources. In Study 3, employee participation in collaborative tasks is explored, emphasizing the positive outcomes of involving employees in task design for enhanced collaboration with service robots. The findings underscore the need to address employees' competitive mindset and employ effective communication strategies for successful employee-robot collaboration in the hotel industry.