Robot waiters in restaurants? They scare away those in the flesh

From robot waiters to automated self-service kiosks and digital devices for ordering at the table. Automation in the restaurant industry and high-tech systems using artificial intelligence for an increasingly tailored offer for the individual customer are developing fast. In the US much more than in Italy. With sometimes surprising results, such as that causing flesh-and-blood workers to 'flee', or at least an increase in their stress level and a decrease in their self-esteem.

At least this is the result of a study by Washington State University published in the International Journal of Contemporary Hospitality Management, according to which the increased presence of automated technologies can prove to be a boomerang, increasing the stress and insecurity of workers, both employees and managers, and increasing their intention to leave as soon as possible.

The researchers surveyed 321 hospitality and 308 food service employees in the US to assess their relationship with a wide range of technologies ranging from robotic arms to automated kiosks and order management software.
The results say that people who are more suspicious of robots experience job insecurity and stress more often, moods that are then correlated with intentions to quit. Fears that do not diminish even as they become familiar with robots; on the contrary, employees who work more closely with robotic technologies are more afraid of being considered obsolete and of being replaced. The very perception of the robots' capabilities also plays a role: those who think that these technologies are more capable and efficient tend to be more willing to leave their jobs.

The authors of the study recommend that employers always emphasise the role of human workers and communicate to them not only the advantages but also the limitations of new technologies.