2026-05-10T07:57:50.320Z http://ezaposleni.singidunum.ac.rs/rest/sciNaucniRezultati/oai

ezaposleni.singidunum.ac.rs/rest/sciNaucniRezultati/oai:2:11370 2025-04-08T16:19:58Z 2

The Future of Hospitality: Risks and Challenges of Implementing Automated Services 2025 http://ezaposleni.singidunum.ac.rs/rest/sciNaucniRezultati/oai/record/2/11370 https://scienceij.com/index.php/sij/issue/view/1/1 D. Mandić I. Savić This study focuses on guest’s attitudes and perceptions regarding automation in the hospitality sector, withparticular attention to Serbia and Montenegro. The results of the survey indicate that the respondents are generally well-educated,with a strong representation of individuals holding graduate and master’s degrees. The majority falls within the medium-incomeclasses, influencing their perspective on the economic feasibility of automated services. The results show a nearly equaldistribution of acceptance and skepticism about completely automated hotel services, highlighting notable diversity in comfortlevels. The loss of warmth and personalized attention, possible decreases in service quality, employment displacement, anddata privacy concerns are among the main concerns. However, the respondents accepted the benefits of automation, especiallyin transactional areas such as front desk operations and check-in/check-out services. Despite some openness to technologicaladvancements, there remains a clear preference for human interaction in personalized services such as concierge assistanceand housekeeping. The study concludes that a balanced approach, integrating automation in efficiency-operated areas, andpreserving human elements in guest interactions, is necessary to ensure widespread acceptance of technology in hospitality. article 10.35120/sciencej0401079m 4 1 79 85 2955-2036 SCIENCE International Journal