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Robôs de serviço: expetativas e perceção de uso por parte de profissionais de hotelaria
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 3.32 MB | Adobe PDF |
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Advisor(s)
Abstract(s)
O surgimento do conceito da Indústria 4.0, juntamente com os rápidos avanços nas
tecnologias de automação, robótica e inteligência artificial, levou muitos setores
empresariais, incluindo o setor hoteleiro, a transformarem-se e a adaptarem-se a novas
formas de prestação de serviços, em busca de fontes inovadoras de vantagem competitiva.
Esta nova abordagem está fortemente associada ao uso de robôs de serviço no local de
trabalho, que podem ser considerados uma ferramenta poderosa para automatizar
serviços, aumentar a produtividade e reduzir os custos laborais. Por outro lado, a
introdução desses robôs pode gerar efeitos adversos significativos nos funcionários,
causando instabilidade no trabalho e nas relações com colegas, além de possíveis
situações de stress e/ou ansiedade, devido ao receio de perderem os seus postos de
trabalho ou de serem substituídos. O objetivo deste estudo é analisar a perceção dos
funcionários do setor hoteleiro madeirense perante à expetativa de introdução de robôs de
serviço nas unidades hoteleiras. Para atingir este objetivo, foi realizado um estudo
quantitativo, utilizando como instrumento para a recolha de dados um inquérito por
questionário, aplicado no mês de junho de 2024 aos funcionários dos hotéis com
categorias de 4 e 5 estrelas, localizados na cidade do Funchal, na Região Autónoma da
Madeira. Os resultados indicam que os fatores humanos, organizacionais e tecnológicos
afetam significativamente as perceções tanto dos funcionários com experiência prévia
quanto dos que não têm experiência com robôs de serviço no local de trabalho. Os
funcionários que já tiveram alguma experiência apresentam uma visão mais positiva ou
realista sobre os benefícios e desafios dessa tecnologia, enquanto aqueles sem experiência
podem demonstrar maior resistência ou incerteza. A confiança dos funcionários nas suas
competências tecnológicas e na capacidade dos robôs para melhorar a eficiência e
personalização dos serviços é um indicativo positivo de que, com as abordagens corretas,
os robôs podem ser aceites como aliados valiosos no local de trabalho.
The emergence of the Industry 4.0 concept, along with rapid advances in automation, robotics and artificial intelligence technologies, has led many business sectors, including the hospitality sector, to transform and adapt to new forms of services delivery in search of innovative sources of competitive advantage. This new approach is strongly associated with the use of service robots in the workplace, which can be considered a powerful tool for automating services, increasing productivity and reducing labor costs. On the other hand, the introduction of these robots may generate significant adverse effects on employees, causing job instability and interpersonal relationship issues, as well as possible situations of stress and/or anxiety due to fears of losing their jobs or being replaced. The objective of this study is to analyze the perception of employees in the Madeira hospitality sector regarding the expectation of introducing service robots into hotel units. To achieve this objective, a quantitative study was conducted, using a questionnaire survey as the data collection instrument, which was applied in June 2024 to employees of 4- and 5-stars hotels located in city of Funchal, in the Autonomous Region of Madeira. The results indicate that human, organizational and technological factors significantly influence the perceptions of both employees with prior experience and those without experience with service robots in the workplace. Employees who have had some experience with the robots tend to have a more positive or realistic view of the benefits and challenges of this technology, while those without experience may show greater resistance or uncertainty. Employees´ confidence in their technological skills and in the ability of robots to improve service efficiency and personalization is a positive indicator that, with the right approaches, robots can be accepted as valuable allies in the workplace.
The emergence of the Industry 4.0 concept, along with rapid advances in automation, robotics and artificial intelligence technologies, has led many business sectors, including the hospitality sector, to transform and adapt to new forms of services delivery in search of innovative sources of competitive advantage. This new approach is strongly associated with the use of service robots in the workplace, which can be considered a powerful tool for automating services, increasing productivity and reducing labor costs. On the other hand, the introduction of these robots may generate significant adverse effects on employees, causing job instability and interpersonal relationship issues, as well as possible situations of stress and/or anxiety due to fears of losing their jobs or being replaced. The objective of this study is to analyze the perception of employees in the Madeira hospitality sector regarding the expectation of introducing service robots into hotel units. To achieve this objective, a quantitative study was conducted, using a questionnaire survey as the data collection instrument, which was applied in June 2024 to employees of 4- and 5-stars hotels located in city of Funchal, in the Autonomous Region of Madeira. The results indicate that human, organizational and technological factors significantly influence the perceptions of both employees with prior experience and those without experience with service robots in the workplace. Employees who have had some experience with the robots tend to have a more positive or realistic view of the benefits and challenges of this technology, while those without experience may show greater resistance or uncertainty. Employees´ confidence in their technological skills and in the ability of robots to improve service efficiency and personalization is a positive indicator that, with the right approaches, robots can be accepted as valuable allies in the workplace.
Description
Keywords
Hotelaria Inteligência artificial Madeira (Portugal) Robôs de serviço Turismo e lazer Artificial intelligence Hospitality Service robots Tourism and leisur Gestão Hoteleira .