Adoption of semiautonomous food delivery robots: Employee experiences and workplace adaptation

Abstract

The integration of robotics in the hospitality industry is growing. Yet little attention has been given to the changes robots bring to employees' experiences and work environments. Clear guidance on best practices for implementation is also lacking. This study used semi-structured interviews with foodservice workers to assess the integration of semiautonomous food delivery robots. Drawing on the Unified Theory of Acceptance and Use of Technology (UTAUT), the study examined key adoption factors. Additional factors such as job fulfillment, autonomy, and communication emerged as critical influences on employee adaptation and acceptance of the robots. These factors complement the UTAUT2 factors, such as performance expectancy, effort expectancy, and social influence by highlighting unique workplace dynamics in the hospitality sector. Our findings introduce a new model: the UTAUT model for Robotics in the Service Industry (UTAUT-RS), offering a more tailored framework for understanding employee acceptance of robotics in hospitality and service contexts. • We examine employees’ use of semiautonomous food delivery robots in foodservice. • A new model is introduced, linking hospitality dimensions with technology acceptance factors. • Hospitality workers adapt well to new technology via job fulfillment, autonomy, and communication. • The findings highlight employees' altruism and consumer-centric perspectives in technology use.