Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/320338 
Year of Publication: 
2024
Citation: 
[Journal:] Marketing Review St.Gallen [ISSN:] 1865-7516 [Volume:] 41 [Issue:] 4 [Year:] 2024 [Pages:] 22-27
Publisher: 
Thexis Verlag, St.Gallen
Abstract: 
Technology, including service robots, is reshaping the hospitality sector, with debates about their role and potential becoming increasingly prominent. Frontline service employees have a complex relationship with service robots, blending humanization and dehumanization depending on the circumstances. While service robots offer efficiency and support in customer service interactions, employees express concerns about their impact on job roles and the authenticity of the guest experience.
Document Type: 
Article

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