Service robots in hospitality: a cognitive appraisal perspective on job insecurity, turnover intentions, and generational differences

Purpose - Grounded in the cognitive appraisal theory, this paper aims to investigate how employees cognitively evaluate and respond to the introduction of service robots, with a particular focus on generational differences. Design/methodology/approach - Data was collected from hospitality employees across different generations in the USA, and 279 responses were analyzed using partial least squares structural equation modeling. Findings - The results indicate negative service robot awareness and perceived risk significantly contribute to increased turnover intentions, with job insecurity mediating these associations. Notably, Generation Z employees exhibit distinct attitudes toward service robots compared to older generations, indicating a varying response pattern across different generational cohorts. Practical implications - Organizations operating in the hospitality industry can use these findings to tailor interventions aimed at addressing concerns related to job insecurity and turnover intentions arising from the integration of service robots. Recognizing the diverse perspectives among different generational groups, organizations can implement targeted approaches to ensure a smoother transition and enhance employee acceptance of service robot technologies. Originality/value - This study contributes to the literature by shedding light on the nuanced interplay between employees' cognitive evaluations, generational differences and the introduction of service robots in the hospitality sector. The insights generated offer valuable guidance for both academics and industry practitioners, facilitating the development of strategies to foster a mutually beneficial integration of service robots into the workforce.