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How Will Service Robots Redefine Leadership in Hotel Management? A Delphi Approach

Xu, Tracy, Steinmetz, J. and Ashton, M. (2020) How Will Service Robots Redefine Leadership in Hotel Management? A Delphi Approach International Journal of Contemporary Hospitality Management.

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Abstract

Purpose – Using the Delphi technique, this paper aims to investigate how human resource experts perceive service robots will impact leadership and human resource management in the hospitality industry. Design/methodology/approach – A three-stage Delphi study with hotel industry human resource experts was conducted to identify the key trends and major challenges that will emerge in the next ten years and how leaders should deal with the challenges brought about by service robot technologies. Findings – Results show that while service robots are anticipated to increase efficiency and productivity of hotel activities, they may also pose challenges such as high costs, skill deficits, and significant changes to the organizational structure and culture of hotels. Therefore, the anticipated applications and integration of robotic technology will require leaders of the future to carefully consider the balance between the roles of service robots and human employees in the guest experience, and to nurture a work environment that embraces open-mindedness and change. Originality/value – This is the first type of study to examine hospitality leadership and human resource management in the context of robotized hotels. This study has taken an important step to understand the leadership role in robotized hotels from a human resource perspective, and brings clarity as to how robotic technology can influence leadership in the future workplace.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
NameEmailORCID
Xu, Tracys.xu@surrey.ac.uk
Steinmetz, J.
Ashton, M.
Date : 4 March 2020
Uncontrolled Keywords : Leadership, human resource management, hotel management, service robots.
Depositing User : James Marshall
Date Deposited : 05 Mar 2020 10:45
Last Modified : 05 Mar 2020 10:45
URI: http://epubs.surrey.ac.uk/id/eprint/853873

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