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Robots as restaurant employees - A double-barrelled detective story

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  • Seyitoğlu, Faruk
  • Ivanov, Stanislav
  • Atsız, Ozan
  • Çifçi, İbrahim

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.

Suggested Citation

  • Seyitoğlu, Faruk & Ivanov, Stanislav & Atsız, Ozan & Çifçi, İbrahim, 2021. "Robots as restaurant employees - A double-barrelled detective story," Technology in Society, Elsevier, vol. 67(C).
    • Handle: RePEc:eee:teinso:v:67:y:2021:i:c:s0160791x21002542
    DOI: 10.1016/j.techsoc.2021.101779
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    Cited by:

    1. Seyitoğlu, Faruk & Ivanov, Stanislav, 2024. "Robots and emotional intelligence: A thematic analysis," Technology in Society, Elsevier, vol. 77(C).
    2. Ayyildiz, Ahu Yazici & Baykal, Muhammed & Koc, Erdogan, 2022. "Attitudes of hotel customers towards the use of service robots in hospitality service encounters," Technology in Society, Elsevier, vol. 70(C).
    3. Stanislav Ivanov & Craig Webster & Faruk Seyitoğlu, 2023. "Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 195-231, March.
    4. Wilk-Jakubowski, Grzegorz & Harabin, Radoslaw & Ivanov, Stanislav, 2022. "Robotics in crisis management: A review," Technology in Society, Elsevier, vol. 68(C).
    5. Sun, Wenyuan & Zhang, Zhonghui & Chen, Yang & Luan, Fushu, 2023. "Heterogeneous effects of robots on employment in agriculture, industry, and services sectors," Technology in Society, Elsevier, vol. 75(C).
    6. Wang, Qian & Du, Zhuo-Ya, 2022. "Changing the impact of banking concentration on corporate innovation: The moderating effect of digital transformation," Technology in Society, Elsevier, vol. 71(C).

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