Robots as restaurant employees-A double-barrelled detective story

Seyitoglu F., Ivanov S., ATSIZ O., ÇİFÇİ İ.

TECHNOLOGY IN SOCIETY, vol.67, 2021 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 67
  • Publication Date: 2021
  • Doi Number: 10.1016/j.techsoc.2021.101779
  • Journal Name: TECHNOLOGY IN SOCIETY
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus, International Bibliography of Social Sciences, Periodicals Index Online, Communication & Mass Media Index, Compendex, EBSCO Education Source, Geobase, INSPEC, Political Science Complete, Social services abstracts, Sociological abstracts, Worldwide Political Science Abstracts
  • Keywords: Service robots, Restaurants, Supply-side perspective, Demand-side perspective, Turkey, SERVICE ROBOTS, UNCANNY VALLEY, HOTEL, HOSPITALITY, INDUSTRY, QUALITY
  • Yozgat Bozok University Affiliated: Yes

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 managers - mostly negative. However, respondents agree that robots improve service quality. A mixed service delivery system 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.