Cass Shum (Hospitality) recently published a paper, "I can handle robot errors! Robot error learning and industry turnover intentions," with UNLV Ph.D. Alumni Yunxuan Carrie Zhang (City University of Macau), and coauthors in the International Journal of Hospitality Management. This article showed that robot error management culture and training can improve employees' competence to handle robot error and thereby reduce their industry turnover intentions. Robot error management is particularly important when the robots suffer from severe errors. The research was tested with a one-time-lagged survey in China and a between-subjects experiment in the US.

The study demonstrates the importance of training employees' competence and using reliable robots in the era of robot implementation in hospitality.