Working with a Service Robot – Case “Kalle” the Robot in Hotel Hanaholmen

Abstract

This study employs a case study approach and qualitative methods to explore performance outcomes and factors influencing the effectiveness of service robots in room-service delivery. Conducting 22 interviews with employees of Hotel Hanaholmen that experimented with a service robot, we identified key subjective and taskwork outcomes of human-robot collaboration. The study links task-technology fit with performance impacts in human-robot interactions, enhancing the literature on service robots by offering qualitative insights and understanding employee reactions to working with these robots. Practically, it provides valuable insights for integrating service robots, emphasizing feasibility requirements for optimal use.