A study about hotel managers’ attitude towards the implementation of disruptive technologies within the industry

Abstract

This study aims to explore the association between the consideration of managers towards service robots within the hotel industry and their gender, hotel star classification and hotel size, the association between when managers intend to employ service robots and their gender and star classification as well as the relationship between the managers’ attitude towards the introduction of service robots and their perception on how these robots are perceived by both the employees and guests. For the above-mentioned objectives to be met, a quantitative approach was considered to be the most appropriate and fit method to gather the primary data. A sample of 100 hotel managers participated in a questionnaire which subsequently, the aggregated results were presented, reviewed, and discussed. From the findings, it has emerged that there is no association between the consideration of service robots by managers and the aforementioned variables, the intention of managers to implement service robots and the earlier-mentioned variables and no relationship was established between the managers’ perception towards these kinds of robots and how they believe employees and guests view them. Following the findings of the questionnaire, various recommendations arose. To start off, an indepth qualitative analysis can be carried out instead of a quantitative one to obtain a more comprehensive viewpoint of the managers. Moreover, lower-level employees which can be considered as front-liners can be chosen as candidates since they would come across service robots more frequently and experience them at first hand.