Friend or a Foe: Understanding Generation Z Employees' Intentions to Work with Service Robots in the Hotel Industry

Abstract

Through multiple studies, this research examines Gen Zers' perceptions and acceptance of working with service robots in the hotel industry. Study 1 used interviews with 30 respondents and extensive literature to generate a list of items to measure determinants of Gen Zers' acceptance of working with service robots. Study 2 purified and refined the item pool, generated in Study 1 using the data collected from 200 Gen Zers via an online survey to conduct an exploratory factor analysis. Study 3 used a second dataset (N = 552) to conduct confirmatory factor analysis on the 19-item scale by employing partial least squares-based structural equation modelling. Results indicate that hedonic motivations, utilitarian motivations, and social skills towards service robots have a positive whereas insecurity, and technical and interactional barriers have a negative impact on Gen Zers' intentions to work with service robots. Theoretical implications for technology adoption in the hotel industry and relevant practical implications are also discussed.