酒店员工使用机器人的阴暗面:不确定性管理视角

IF 10.9 1区 管理学 Q1 ENVIRONMENTAL STUDIES
Su-Ying Pan, Yangpeng Lin, Jose Weng Chou Wong
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引用次数: 0

摘要

服务机器人在酒店中的使用日益增多,引发了有关其积极影响的讨论。然而,从员工的角度出发,对机器人使用的负面影响却鲜有研究,也很少有研究对员工机器人风险意识的前因进行调查。本研究认为,员工意识到了机器人带来的潜在威胁;他们观察到了企业在机器人开发方面的投资,并见证了客户对机器人使用的满意度。机器人风险意识较强的人在工作中会有更多的退缩行为(研究 1 中的员工样本),并会降低在酒店业工作的意愿(研究 2 中的学生样本)。这两种关系还取决于员工的学习目标取向。所提出的关系通过一项调查研究(612 名一线员工)和两项实验(205 名学生参与者)得到了验证。根据研究结果,我们鼓励酒店强调增强而非自动化。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
The dark side of robot usage for hotel employees: An uncertainty management perspective

The increasing usage of service robots in hotels has generated discussions about their positive impacts. However, little research has been done on the adverse aspects of robot usage from the perspective of the employees, and few studies have investigated the antecedents of employee robot risk awareness. This study posits that employees are aware of potential threats posed by robots; they observe the organization's investment in robot development and witness customers' satisfaction with robot usage. People with greater robot risk awareness engage in more withdrawal behaviors at work (employee sample in Study 1) and report lower intentions to work in the hospitality industry (student sample in Study 2). Those two relationships are further contingent upon employees' learning goal orientation. The proposed relationships were validated by a survey-based study (612 frontline employees) and two experiments (205 student participants). Based on the research results, hotels are encouraged to emphasize augmentation but not automation.

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来源期刊
Tourism Management
Tourism Management Multiple-
CiteScore
24.10
自引率
7.90%
发文量
190
审稿时长
45 days
期刊介绍: Tourism Management, the preeminent scholarly journal, concentrates on the comprehensive management aspects, encompassing planning and policy, within the realm of travel and tourism. Adopting an interdisciplinary perspective, the journal delves into international, national, and regional tourism, addressing various management challenges. Its content mirrors this integrative approach, featuring primary research articles, progress in tourism research, case studies, research notes, discussions on current issues, and book reviews. Emphasizing scholarly rigor, all published papers are expected to contribute to theoretical and/or methodological advancements while offering specific insights relevant to tourism management and policy.
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