RESEARCH

ABSTRACT

The study examined and analyzed the coexistence of service automation and human labor around Metro Manila, especially in the fast-food chain of the tourism industry. Despite the tremendous advancements in service automation, research on service automation is still limited as of today, but that doesn’t stop researcher from pursuing this study. This paper explains the potential and existing situation of the tourism and hospitality industries, particularly guests and employees, adopting service automation. Determined the antecedents: demographic profile, effects of service automation, and perceptions of consumers, industry, and government-related to the tourism industry. The implications and impact will broaden the knowledge of higher institutions, education, and the government in developing intensive training, support, and new policies that will sustain the transitions in service automation intervention. The study used a descriptive research design in which it described the phenomena that happened in the study. The method makes use of both qualitative and quantitative methods. Employees and guests were chosen at random and taken to the Top 10 food establishments in Metro Manila. The respondents provide their perceptions regarding the importance and their level of acceptance of both service automation and human labor. This study is regarded as the first step in continuing development in terms of services provided by the food and beverage industry. The study focused on the Top 10 food and beverage establishments of the tourism industry around Metro Manila. A total of 400 respondents participated in the study. Findings reveal that service automation and human labor have significant differences that may benefit and have a huge impact on the tourism industry and expound the knowledge of the importance of this matter. By fully adopting automation, it may help the economy, industry, and community grow and will deliver great experiences as well as convenience to the guests/guests. The study also explains what service automation all is about, with the coexistence of human labor in food and beverage establishments. From its meaning to the level of acceptance of the respondents, it only shows that people are slowly adopting service automation at almost the same rate as human labor, which is given by data in this study. The majority of the articles in this study focus on service automation and its impact on the industry and people. How does service automation change the whole idea of service? It also provides insights into what the scenario will be in the coming years when service automation is fully adopted by the aforementioned industry. These article studies assist the researcher in ensuring that the study is valid, as well as the data gathered. Everyone is still unsure about what the future holds when it comes to service automation, but one thing is for sure. Change is inevitable. Also, based on the articles and data gathered, we can slowly adapt service automation. In exchange, fast food restaurants should provide new training for their employees to improve their ability and capacity as employees, in collaboration with the government. The government can also create more opportunities and jobs for those who will be impacted by service automation. Institutions like states or universities should have a new curriculum in order to catch up with the advancements of this era. Furthermore, with the guidance and new policies provided by the government and private sectors in the future, humans will experience job transitions or shifts, as well as other new opportunities that can help them sustain their lifestyles. The researcher expounds on how people accept the undeniable changes occurring in the said industry.

KEYWORDS

Service automation, human labor, tourism industry

CITATION

Abrigo, J. M., & Abrigo, J. M. (2023). “THE COEXISTENCE OF SERVICE AUTOMATION AND HUMAN LABOR IN METRO MANILA IN THE FOOD AND BEVERAGE SECTOR OF TOURISM INDUSTRY”. [Zenodo]. In GUILD OF EDUCATORS IN TESOL INTERNATIONAL RESEARCH JOURNAL (Vol. 0, Number 4, pp. 1–145).
https://doi.org/10.5281/zenodo.10393763