Navigating the spectrum of human-robot collaboration: Addressing robophobia-robophilia in the hospitality industry

Abstract

Analyzing human-robot collaboration, this study draws on insights from cognitive science and psychology, with a particular focus on developing strategies for instructing robots and addressing the dynamics of robophobia and robophilia. Robophilia signifies the evolving, positive human-robot relationship, emphasizing the attribution of personhood to robots, while robophobia represents fear of robots. Although hospitality studies have explored anthropomorphism in robots, there is a gap in understanding robophobia impact in this context. This research investigates the transition from robophilia to robophobia and its implications for human-robot interactions in hospitality. Past studies primarily emphasized positive aspects, like anthropomorphism and robot personhood neglecting potential negatives such as robophobia. Guided by analogical transfer theory, fear acquisition theory, and uncanny valley theory using three experimental studies, this research explore factors driving this transition, its impact on embarrassment, customer outrage, and employee sabotage intentions during joint robot interactions. This research enriches our understanding of complex human-robot dynamics, shedding light on robophobia's mediating role within the context of service disruptions.