Purpose

The hospitality industry has recently witnessed explosive growth in robotization with the replacement of robots in many areas. Yet, a key consideration in this robotics wave is whether competition (i.e. robots take over all human tasks) or collaboration (i.e. humans collaborate closely with robots to perform work better) will define the future of the hospitality workspace. The purpose of this paper is to shed light on this controversial issue by taking a collaborative perspective to address the future human–robot relationship in hospitality workplace (i.e. cobotic team).

Design/methodology/approach

Drawing upon relevant theories and extant robotics literature, this paper will develop a critical reflection on the management of future cobotic team as a new phenomenon in hospitality industry.

Findings

The successful management of cobotics in hospitality lies in three interrelated key domains: feeling intelligence training for frontline employees, ethics governance for cobotics and trust building toward robot partners.

Practical implications

How to manage this cobotic team efficiently will be a focus for hospitality managers in the coming years. This paper offers several managerial insights for hospitality managers and practitioners regarding effectively managing the future collaboration between humans and robots within a dynamic work environment.

Originality/value

This study addresses cobotics as a critical yet unaddressed shift in the contemporary hospitality sector and proposes a framework highlighting three key domains for managing this cobotic team effectively. This framework also sets the direction to encourage more future empirical research exploring cobotic workforce in hospitality.

中文翻译：

---

人机关系的竞争或协作：对酒店业未来协作机器人的批判性反思

目的

随着许多领域机器人的更换，酒店业最近见证了机器人化的爆炸式增长。然而，这一机器人浪潮中的一个关键考虑因素是竞争（即机器人接管所有人类任务）或协作（即人类与机器人密切合作以更好地完成工作）是否将定义酒店工作空间的未来。本文的目的是通过协作的角度来解决酒店工作场所（即协作机器人团队）中未来的人机关系，从而阐明这一有争议的问题。

设计/方法/途径

借鉴相关理论和现有的机器人文献，本文将对未来协作机器人团队的管理作为酒店业的一种新现象进行批判性反思。

发现

酒店业协作机器人的成功管理取决于三个相互关联的关键领域：一线员工的感知智能培训、协作机器人的道德治理以及对机器人合作伙伴的信任建立。

实际影响

如何有效地管理这个协作机器人团队将成为未来几年酒店管理人员关注的焦点。本文为酒店经理和从业者提供了一些关于在动态工作环境中有效管理人与机器人之间未来协作的管理见解。

原创性/价值

本研究将协作机器人视为当代酒店业中一个关键但尚未解决的转变，并提出了一个框架，强调有效管理协作机器人团队的三个关键领域。该框架还设定了方向，以鼓励更多未来的实证研究探索酒店业的协作机器人劳动力。