...Jiyoung Hwang; Billy Bai; Mehmet Erdem Purpose Given the fast growth in automation technologies, it is crucial to understand the attributes influencing successful interactions between humans and robots. This study aims to explore service robotic technologies from a social actor’s perspective...

... in automation-related dehumanization. Practical implications Hotels should maintain clear distinctions between human and robotic roles to emphasize collaboration rather than replacement. Managers can design interactions that highlight employees’ empathy, adaptability and creativity to preserve the human...