The increasing use of robots in the workplace presents a valuable opportunity to diversify the workforce by including underrepresented groups such as ethnic minorities and the elder population. However, high unemployment among these social groups shows that the opportunity to boost inclusivity and diversity is not grasped. Seizing this opportunity presents several challenges, especially since diversity can complicate the innovation process. Innovation is a complex multifaceted process influenced by numerous factors, among which formal and informal institutions. Formal institutions are written rules such as laws, standards and obligations, while informal institutions are unwritten rules, such as social and cultural norms, that shape people's perceptions and behaviors. Diversity can be related to social groups holding peculiar norms/beliefs that can conflict with other social norms or regulations. The role of formal and informal institutions in diversity and inclusion initiatives has been largely overlooked in the HRI literature, but existing studies suggest that institutions play a crucial role in enabling/hampering inclusion and diversity through technology. In this research, I make use of qualitative research and the RRI approach to analyze the complex socio-technical system in which robots are implemented and used in the real-world context of the KLM baggage handling facilities at Amsterdam Airport. The aim of this study is to build grounded theory through the analysis of the impact that institutions have on the implementation and utilization of robotic technology in the employment of a workforce that is diverse in terms of age, ethnicity, and race. The research question guiding the research is: “How do formal and informal institutions shape the implementation and use of robots at work aimed at including a diverse workforce?” This research question aims at tackling two different aspects of deploying robots at work: implementation and utilization. The focus on implementation pertains to the analysis of the process by which a diverse workforce is included or not in the deployment of robots in the workplace, and the role that institutions play in shaping this process. The focus on utilization pertains to the analysis of the role that institutions play in shaping the ability and willingness of a diverse workforce to use robots in the workplace. When it comes to the implementation of robots at work, results show that if there are no formal institutions in place to include a diverse workforce in the implementation process, then informal institutions, such as a willingness to use technology, play a prominent role in determining the likelihood that diverse workforce will be included in the process or not. In the Dutch context, factors like age or ethnic diversity do not affect the positive perception of robots at work and willingness to use technology, thus these diverse identities do not influence the participation of the diverse workforce in the implementation of robots at work. When it comes to the utilization of robots, diversity plays both a direct and indirect role. The direct role is related to formal institutions, for instance standard requirements to operate the robot, that may exclude certain ethnic/race groups with different physical characteristics from using the robot. An example of physical characteristics that play a role in the Dutch context are the average height and left-handedness. The indirect effect pertains to the influence of age diversity within the workforce on the formation of informal institutions, such as social norms. Members of the age diverse workforce may hold positions of opinion leadership within the workplace, enabling them to shape the opinions of their colleagues with regard to the use of robots. This, in turn, can influence the utilization of robotic technology by the workforce as a whole. This study has both strong practical and theoretical implications. From a practical standpoint, this study provides valuable insights for organizations seeking to employ a diverse workforce through the use of robotics. The findings highlight the importance of carefully considering both the practical and social implications of this approach, including the need to take into account the physical requirements of a diverse workforce and the potential influence of diversity on the formation of social norms within the workplace. From a research perspective, this study highlights the suitability of the cs{RRI} approach as a conceptual tool for HRI research to assess the socio-technical systems in robotics is used for diversity and inclusivity purposes. Future research could focus on analyzing the interactions between formal and informal institutions and other diverse identities, such as gender, in the context of implementing robots in the workplace. The main limitations of this study pertain to the limited number of participants and the lack of generalizability to SMME. These firms have different organizational structures and limited financial and intellectual resources, thus, when employing a diverse workforce, they may face considerably different challenges when implementing robotic technology in the workplace.