Study Examines Ethical and Legal Implications of Service Robots in Hotels

A study from Penn State’s School of Hospitality Management highlights the growing presence of service robots in the hospitality industry and explores the potential need for establishing rights and responsibilities for these robots.

A recent study conducted by researchers at Penn State’s School of Hospitality Management examines the increasing use of service robots in the hospitality industry and the potential ethical and legal implications of their integration. The study was published in the Journal of Hospitality and Tourism Research.

The research, led by Amit Sharma and Anna Mattila, discusses the evolving role of service robots, which are now making semi-autonomous decisions and interacting with guests. This development raises questions about accountability, liability, and regulatory compliance, according to the researchers.

The study suggests that as robots become increasingly human-like and assume social roles, people may begin to attribute minds and feelings to them. This perception could influence how individuals treat robots and, by extension, how they treat one another in the workplace. The researchers emphasize the need for the hospitality industry to proactively consider robot rights and responsibilities.

The publication proposes a principles-based framework for addressing these issues, integrating moral, ethical, and legal perspectives with stakeholder theory. The researchers recommend that companies begin by identifying the rights and responsibilities expected of human employees and determining which of these can be delegated to robots. This process should include drafting explicit policies and training programs for human-robot collaboration and identifying affected stakeholders.

The study also highlights several challenges in integrating service robots, including unclear liability when autonomous systems fail, data privacy concerns, guest acceptance, potential employee displacement, cultural differences in comfort with robots, and new ethical concerns related to automation.

The researchers advise that clarifying robot responsibilities and accountability is crucial for contracts, insurance, and training. They argue that companies that develop policies for human-robot collaboration are better prepared for regulatory changes and guest expectations regarding safety, privacy, and fairness.