Using more robots to fill labor gaps in the hospitality industry might backfire and cause more human workers to quit, according to a study by Washington State University.
The study, which included over 620 lodging and food service employees, found that “robot-phobia”—the fear that robots and technology will take human jobs—increased job insecurity and stress. This led to a higher likelihood of employees wanting to leave their jobs. The effect was stronger among those with real experience working with robots and affected both managers and frontline workers.
Fear of technology
“The turnover rate in the hospitality industry ranks among the highest across all non-farm sectors, so this is an issue that companies need to take seriously,” the researchers explain. “The findings seem to be consistent across sectors and across both frontline employees and managers. For everyone, regardless of their position or sector, robot-phobia has a real impact.”
The pandemic lockdowns hit the food service and lodging industries hard, and many businesses are still struggling to find enough workers. In April 2024, the accommodation workforce was still 9.2% below its February 2020 level, according to the U.S. Bureau of Labor Statistics. This ongoing labor shortage has led some employers to turn to robotic technology to fill the gap.
While previous studies have focused on customers’ acceptance of robots, this study looks at how the technology affects hospitality workers. Researchers surveyed 321 lodging and 308 food service employees across the U.S., asking various questions about their jobs and attitudes toward robots. The survey defined “robots” broadly, including human-like robot servers, automated robotic arms, self-service kiosks, and tabletop devices.
Stress and insecurity
Analyzing the survey data, researchers found that higher levels of “robot-phobia” were linked to increased feelings of job insecurity and stress, which in turn were associated with a greater intention to leave their jobs. Even with more exposure to robotic technology in their daily work, employees still feared it would replace human workers.
Perception also played a role. Employees who viewed robots as more capable and efficient were more likely to consider leaving their jobs.
While robots and automation can be useful for tasks humans find tedious, such as washing dishes or handling hotel laundry, the risk arises if they lead to more human workers quitting. This could create a “negative feedback loop” worsening the hospitality labor shortage.
The researchers suggest that employers should communicate not only the benefits but also the limitations of the technology, emphasizing the essential role of human workers.
“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,” the authors conclude.
