Exploring the affordances of service robots and the effects on frontline employees in China: a qualitative research in hotels

Abstract

Purpose This study aims to investigate the affordances of service robots (SRs) in hotels and their effects on frontline employees (FLEs). Design/methodology/approach Purposive and referral samplings methods were used to conduct 28 semistructured interviews with hotel FLEs, and the transcribed manuscript was analyzed based on grounded theory. Findings The study identifies six dimensions of SR affordances: physical, sensory, task, safety, social and emotional affordances. The main effects of SR affordances on FLEs involve reducing work stress and mental fatigue and increasing positive emotions in the psychological aspects of FLEs. In terms of behavioral aspects, shifts in task priorities and enhancements in SR usage behaviors were observed. Accordingly, a mechanistic framework was revealed through which SR affordances influence FLEs via direct and indirect interactions between FLEs and SRs. Originality/value This paper expands robotics research from a supply-side perspective and is one of the few studies to investigate SR affordances in the field of hospitality research. Findings of this study provide practical guidelines for designing and implementing SRs to support hotel FLEs in their daily work.