Abstract
The research by Mejia, Crandell, Broker, and Shoss reveals the complex realities faced by restaurant workers navigating the rise of service robots. Through in-depth interviews with 42 frontline employees, the study uncovers how robot adoption affects collaboration, productivity, emotional well-being, and perceptions of job security. While robots reduce physical strain and offer entertainment value, they also spark frustration, resentment, and fears of displacement. This research offers hospitality leaders a human-centered roadmap for integrating service robots in ways that support—not replace—the workforce.
Original Article
Mejia, C., Crandell, H. A., Broker, E., & Shoss, M. (2024). Working with service robots in the dining room: employees’ perspectives and realities. Journal of Hospitality and Tourism Technology, 15(5), 878-896.
Recommended Citation
Mejia, Cynthia; Crandell, Hannah A.; Broker, Emily; and Shoss, Mindy
(2026)
"Co-Working with Machines: How Service Robots Shape Frontline Employee Experiences and Well-Being,"
Rosen Research Review: Vol. 5:
Iss.
1, Article 11.
Available at:
https://stars.library.ucf.edu/rosen-research-review/vol5/iss1/11
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