What do hotel employees think about service robots? A qualitative study in Turkey [Summary]

According to data from the interview with 40 Turkish employees, it seems that employees think using robots for their services would lead to increasing the reputation for the property and more guests, having a competitive advantage in the market with diverse products and services. However, at the same time, employees tend to feel anxious about the implementation of robots since it would bring them unemployment, communication problems, failures in the operation, and High maintenance cost. Therefore, it is recommended for employees to get training to get the idea that technological developments are essential and useful. Also, it is suggested to the schools to implement the contents related to the technological developments so that the future leader of the industry can equip the insight for the importance of technology.