Rethinking Emotional Labour in Hospitality: The Contextual Role of Service Robots in Employee–Customer Interactions
Science, Technology and Society
Published online on December 04, 2025
Abstract
Science, Technology and Society, Volume 31, Issue 1, Page 97-117, March 2026.
This study examines how service robots reshape hotel employees’ emotional labour strategies. Using data from 410 hotel employees, we find that robot–employee interactions decrease surface acting and increase deep acting, whereas employee–customer ...
This study examines how service robots reshape hotel employees’ emotional labour strategies. Using data from 410 hotel employees, we find that robot–employee interactions decrease surface acting and increase deep acting, whereas employee–customer ...