Title: Technological challenges for employment of robots in service industry

Authors: Suchismita Satapathy; Kamalakanta Muduli; Meghana Mishra; Sujoy Kumar Jana

Addresses: School of Mechanical Sciences, KIIT University, Bhubaneswar, 751024, India ' School of Mechanical Engineering, Papua New Guinea University of Technology, Lae, Morobe Province, PMB 411, Papua New Guinea ' KIIT School of Management, KIIT University, Bhubaneswar, 751024, India ' School of Surveying and Land Studies, Papua New Guinea University of Technology, Lae, Morobe Province, PMB 411, Papua New Guinea

Abstract: The advancement of Artificial Intelligence, Internet of Things have led to development advanced autonomous robots which demonstrate great ability of making conscious decision. Consequently, these smart robots are considered to be a suitable replacement for human labour by many industries and service industries are of no exception. However, in many service sectors deployment of robots in place of human labour is not encouraging. Hence, an investigation is carried on the technical challenges of robots employment in service industries of one of the fastest growing economies of the world, India. These challenges were evaluated by weighted aggregated sum product assessment (WASPAS) method. The results revealed that 'Precision and Dexterity' has been perceived as the most important technical challenge followed by 'Data Security and Privacy' while 'Maintenance and Reliability' as the least important technical challenge by the experts.

Keywords: WASPAS; weighted aggregated sum product assessment; customer satisfaction; service delivery; technical challenges; robot; service industries.

DOI: 10.1504/IJSOI.2025.152334

International Journal of Services Operations and Informatics, 2025 Vol.13 No.2/3/4, pp.179 - 195

Received: 15 Sep 2024
Accepted: 17 Jul 2025
Published online: 16 Mar 2026 *

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