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The growth of robotic technology in the hospitality industry is transforming traditional work environments, raising questions about their impact on employees. This study investigates the impact of performance expectancy, effort expectancy, and perceived risks associated with service robots on employee turnover intentions while considering the moderating role of perceived organizational support. Surveys were used to collect data from 279 hospitality employees across the United States. Structural equation modeling revealed that perceived risk was a significant mediator in the relationship between performance and effort expectancies and turnover intentions. Additionally, perceived organizational support moderated these relationships, reducing the impact of perceived risks on turnover intentions. By framing human-robot interactions as collaborative and integrating perceived risk as a mediator, this study advances theoretical understanding and offers practical strategies for managing service robot integration in hospitality.
Mistry et al. (Thu,) studied this question.