arbiter
JournalsAccount

Service Robot Failures’ Effect on Employees and Customers in Hospitality

Taeshik Gong

Cornell Hospitality Quarterly2026https://doi.org/10.1177/19389655261426343article
AJG 2ABDC A
Weight
0.50

Abstract

This study investigates how service robot failures influence employee attitudes and behaviors, and how these employee responses subsequently affect customer satisfaction in the hospitality industry. Drawing on the Job Demands-Resources (JD-R) model, the research also examines the moderating role of employee autonomy in these relationships. Data were collected from 268 matched employee–customer pairs in restaurants employing service robots in South Korea. Using structured questionnaires, the study assessed perceptions of robot service failures, employee autonomy, and associated attitudinal and behavioral outcomes. The results indicate that negative attitudes toward robots and subsequent employee resistance mediate the relationship between robot failures and customer satisfaction. Conversely, adaptive coping and problem-solving skills also mediate this relationship through a positive pathway. Employee autonomy moderates both processes, mitigating the negative effects of robot failures and strengthening positive employee behaviors that support service recovery. This study contributes to the literature on human–robot interaction by providing empirical evidence on the dual pathways through which service robot failures affect frontline service dynamics and customer outcomes in hospitality settings.

Open via your library →

Cite this paper

https://doi.org/https://doi.org/10.1177/19389655261426343

Or copy a formatted citation

@article{taeshik2026,
  title        = {{Service Robot Failures’ Effect on Employees and Customers in Hospitality}},
  author       = {Taeshik Gong},
  journal      = {Cornell Hospitality Quarterly},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.1177/19389655261426343},
}

Paste directly into BibTeX, Zotero, or your reference manager.

Flag this paper

Service Robot Failures’ Effect on Employees and Customers in Hospitality

Flags are reviewed by the Arbiter methodology team within 5 business days.

Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.