What is Real Risk and Benefit on Work with Robots?

Osawa, Hirotaka; Ema, Arisa; Hattori, Hiroyuki; Akiya, Naonori; Kanzaki, Nobutsugu; Kubo, Akinori; Kõyama, T.; Ichise, Ryutaro

doi:10.1145/3029798.3038312

Cited by 55 publications

(42 citation statements)

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“…Addressing these issues, a case study of the experimental Henn na Hotel details that the management placed efforts on balancing the human and robot functions and their performance. The more complex tasks, for example high-quality cleaning, were performed by human labour, while robots were assigned to generalised and supportive activities such as handling large and non-fragile pieces of luggage to enhance the efficiency of human performance (Osawa et al, 2017). Other reasons for robotic and self-service technology investments are in line with the aim of enhancing efficiency and lowering labour costs (BBC News, 2015), but also to decrease service error costs and ultimately improve the profitability of the company (Ivanov, 2019).…”

Section: Management Implicationsmentioning

confidence: 99%

“…Again, based on the Henn Na Hotel, Osawa et al (2017) described that by hiring a robotic workforce a wider range of general skills were required for the human personnel to anticipate non-routine activities, to support and educate guests in operating the robots, and to monitor the operations. To carry out these multidimensional tasks, employees were trained accordingly in the hope of enabling the company to operate with a minimal human workforce.…”

Section: Management Implicationsmentioning

confidence: 99%

“…Addressing issues within the hospitality industry, the further integration of AI and robotics indicates that by supplementing human skill sets with technology, employees will have more time and opportunities to deliver genuine hospitable service. By decreasing the individual's work and emotional load, academics see a link to improved organisational performance, and ultimately guest satisfaction (Kuo et al, 2016;Osawa et al, 2017).…”

Section: What Does the Future Hold?mentioning

confidence: 99%

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For better or for worse: Shaping the hospitality industry through robotics and artificial intelligence

Drexler

Lapré

2019

Research in Hospitality Management

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Section: Management Implicationsmentioning

confidence: 99%

Section: Management Implicationsmentioning

confidence: 99%

Section: What Does the Future Hold?mentioning

confidence: 99%

See 1 more Smart Citation

For better or for worse: Shaping the hospitality industry through robotics and artificial intelligence

Drexler

Lapré

2019

Research in Hospitality Management

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“…Examples include AIBO, a robotic pet dog developed by Sony (Tokyo, Japan); Akihabara, an electronic town; and a host of animated characters including Doraemon (a robotic cat from the 22nd century). There are even hotels with robot receptionists [24].…”

Section: Reports and Activities Descriptionmentioning

confidence: 99%

“…This openness allows for exploring new types of human-environment interactions. Examples such as the Henn-na Hotel (robot hotel) [24] may be considered real-world laboratories or transdisciplinarity labs [41] in which people from science and practice experience, understand, conceptualize, and appraise new settings of human life. A major problem related to the development of an integrative view on the new relationships of social systems and human systems to science systems in this context is that only a small portion of funding for scientific research is targeted for the social sciences.…”

Section: Phenomena: Toward An Understanding Of the Relationship Betwementioning

confidence: 99%

Unintended Side Effects of Digital Transition: Perspectives of Japanese Experts

et al. 2017

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Abstract:The core of the digital transition is the representation of all kinds of real-world entities and processes and an increasing number of cognitive processes by digital information and algorithms on computers. These allow for seemingly unlimited storage, operation, retrieval, and transmission capacities that make digital tools economically available for all domains of society and empower human action, particularly combined with real-world interfaces such as displays, robots, sensors, 3D printers, etc. Digital technologies are general-purpose technologies providing unprecedented potential benefits for sustainability. However, they will bring about a multitude of potential unintended side effects, and this demands a transdisciplinary discussion on unwanted societal changes as well as a shift in science from analog to digital modeling and structure. Although social discourse has begun, the topical scope and regional coverage have been limited. Here, we report on an expert roundtable on digital transition held in February 2017 in Tokyo, Japan. Drawing on a variety of disciplinary backgrounds, our discussions highlight the importance of cultural contexts and the need to bridge local and global conversations. Although Japanese experts did mention side effects, their focus was on how to ensure that AI and robots could coexist with humans. Such a perspective is not well appreciated everywhere outside Japan. Stakeholder dialogues have already begun in Japan, but greater efforts are needed to engage a broader collection of experts in addition to stakeholders to broaden the social debate.

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Service Robots in the Hospitality Industry: An Exploratory Literature Review

Rosete

Soares

Salvadorinho

et al. 2020

Lecture Notes in Business Information Processing

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The service sector is changing drastically due the use of robotics and other technologies, such as Artificial Intelligence (AI), Internet of things (IoT), Big Data and Biometrics. Consequently, further research opportunities in the service industry domain are also expected. In light of the above, the purpose of this paper is to explore the potentialities and limitations of service robots in the hospitality industry. To this end, this paper uses a conceptual approach based on a literature review. As a result, we found that in contexts of high customer contact, service robots should be considered to perform standardized tasks due to social/emotional and cognitive/analytical complexity. The hospitality industry is therefore considered closely related to empathic intelligence, as the integration of service robots has not yet reached the desired stage of service delivery. In a seemingly far-fetched context of our reality, organizations will have to decide whether the AI will allow the complete replacement of humans with robots capable of performing the necessary cognitive and emotional tasks. Or investing in balanced capacities by integrating robot-human systems that seems a reasonable option these days.

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What is Real Risk and Benefit on Work with Robots?

Cited by 55 publications

References 1 publication

For better or for worse: Shaping the hospitality industry through robotics and artificial intelligence

For better or for worse: Shaping the hospitality industry through robotics and artificial intelligence

Unintended Side Effects of Digital Transition: Perspectives of Japanese Experts

Service Robots in the Hospitality Industry: An Exploratory Literature Review

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