Friend or a Foe: Understanding Generation Z Employees' Intentions to Work with Service Robots in the Hotel Industry

Ali F., Doğan S., Chen X., Cobanoglu C., Limayem M.

INTERNATIONAL JOURNAL OF HUMAN-COMPUTER INTERACTION, vol.39, no.1, pp.111-122, 2023 (SCI-Expanded) identifier identifier

  • Publication Type: Article / Article
  • Volume: 39 Issue: 1
  • Publication Date: 2023
  • Doi Number: 10.1080/10447318.2022.2041880
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Social Sciences Citation Index (SSCI), Scopus, Academic Search Premier, ABI/INFORM, Applied Science & Technology Source, Business Source Elite, Business Source Premier, Compendex, Computer & Applied Sciences, INSPEC, Library and Information Science Abstracts, Linguistics & Language Behavior Abstracts, Psycinfo
  • Page Numbers: pp.111-122
  • Ondokuz Mayıs University Affiliated: Yes


Through multiple studies, this research examines Gen Zers' perceptions and acceptance of working with service robots in the hotel industry. Study 1 used interviews with 30 respondents and extensive literature to generate a list of items to measure determinants of Gen Zers' acceptance of working with service robots. Study 2 purified and refined the item pool, generated in Study 1 using the data collected from 200 Gen Zers via an online survey to conduct an exploratory factor analysis. Study 3 used a second dataset (N = 552) to conduct confirmatory factor analysis on the 19-item scale by employing partial least squares-based structural equation modelling. Results indicate that hedonic motivations, utilitarian motivations, and social skills towards service robots have a positive whereas insecurity, and technical and interactional barriers have a negative impact on Gen Zers' intentions to work with service robots. Theoretical implications for technology adoption in the hotel industry and relevant practical implications are also discussed.