Robots as restaurant employees - a double-barrelled detective story  


Seyitoğlu F., Ivanov S., Atsız O. , Çifçi İ.

TECHNOLOGY IN SOCIETY, vol.0, no.0, pp.1-30, 2021 (Journal Indexed in SSCI)

  • Publication Type: Article / Article
  • Volume: 0 Issue: 0
  • Publication Date: 2021
  • Title of Journal : TECHNOLOGY IN SOCIETY
  • Page Numbers: pp.1-30

Abstract

The paper evaluates the perceptions of Turkish restaurant managers and customers towards service robots. The sample includes 26 managers and 32 customers. Data were collected through semi-structured interviews. The findings reveal that robots are suitable for dirty, dull, dangerous and repetitive tasks. Customers have mostly positive attitudes towards robots while employees – mostly negative. However, respondents agree that robots improve service quality. A mixed service delivery model based on human-robot collaboration is perceived as the most appropriate. Customers are willing to pay more for the robotic service experience. Theoretical and managerial implications are discussed as well.