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The Use of Service Robots in the Tourism Industry: A Qualitative Research on Employers

Yıl 2023, Cilt: 20 Sayı: 3, 459 - 475, 30.10.2023
https://doi.org/10.24010/soid.1261414

Öz

Service robots are becoming a major driver of business processes as a result of technological advancements. A service robot can perform the tasks of multiple employees. Service robots take over many routine tasks, so other employees can focus more on customers. As it handles a lot of the routine work, it enables human employees to concentrate on customer. The potential benefits of service robots encourage employers to implement robotic technology. This study on service robots in the tourism industry aims to examine employers' willingness to implement service robots. Data was collected for this purpose from 244 employers in the restaurant, cafe, and accommodation industries. Structural equation model was used in the analysis of the data. The study findings reveal that the business outcomes, social impact, and performance have a positive effect on employers' willingness to implement service robots.

Kaynakça

  • Alexis, P. (2017). R-Tourism: Introducing the potential impact of robotics and service automation in tourism. Ovidius University Annals, Series Economic Sciences, 17(1), 211-216.
  • Ayyildiz, A. Y., Baykal, M., ve Koc, E. (2022). Attitudes of hotel customers towards the use of service robots in hospitality service encounters. Technology in Society, 101995.
  • Belanche, D., Casaló, L. V., ve Flavián, C. (2021). Frontline robots in tourism and hospitality: service enhancement or cost reduction?. Electronic Markets, 31(3), 477-492.
  • Belanche, D., Casaló, L. V., Flavián, C., ve Schepers, J. (2020). Service robot implementation: a theoretical framework and research agenda. The Service Industries Journal, 40(3-4), 203-225.
  • Berezina, K., Ciftci, O., ve Cobanoglu, C. (2019). Robots, artificial intelligence, and service automation in restaurants. In Robots, artificial intelligence, and service automation in travel, tourism and hospitality (pp. 185-219). Emerald Publishing Limited.
  • Bishop, L., van Maris, A., Dogramadzi, S., ve Zook, N. (2019). Social robots: The influence of human and robot characteristics on acceptance. Paladyn, Journal of Behavioral Robotics, 10(1), 346-358.
  • Buhalis, D., Harwood, T., Bogicevic, V., Viglia, G., Beldona, S., ve Hofacker, C. (2019). Technological disruptions in services: Lessons from tourism and hospitality. Journal of Service Management, 30(4), 484-506.
  • Bulchand-Gidumal, J. (2022). Impact of artificial intelligence in travel, tourism, and hospitality. In Handbook of e-Tourism (pp. 1943-1962). Cham: Springer International Publishing.
  • Carlsson, C., Carlsson, J., Hyvonen, K., Puhakainen, J., ve Walden, P. (2006). Adoption of mobile devices/services-searching for answers with the UTAUT. In Proceedings of the 39th annual Hawaii international conference on system sciences (HICSS'06) (Vol. 6, pp. 132a-132a). IEEE.
  • Choi, Y., Choi, M., Oh, M., ve Kim, S. (2020). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing & Management, 29(6), 613-635.
  • Christou, P., Simillidou, A., ve Stylianou, M. C. (2020). Tourists’ perceptions regarding the use of anthropomorphic robots in tourism and hospitality. International Journal of Contemporary Hospitality Management, 32(11), 3665-3683.
  • Decker, M., Fischer, M., ve Ott, I. (2017). Service Robotics and Human Labor: A first technology assessment of substitution and cooperation. Robotics and Autonomous Systems, 87, 348-354.
  • Ding, L. (2021). Employees’ challenge-hindrance appraisals toward STARA awareness and competitive productivity: a micro-level case. International Journal of Contemporary Hospitality Management, 33(9), 2950-2969
  • Fortune Business Insights (2022). Service robotics market size, share & Covid-19 impact analysis, by type (professional, personal) by application (domestic, industrial/commercial), and regional forecast, 2022-2029. https://www.fortunebusinessinsights.com/industry-reports/service-robotics-market-101805
  • Go, H., Kang, M., ve Suh, S. C. (2020). Machine learning of robots in tourism and hospitality: interactive technology acceptance model (iTAM)–cutting edge. Tourism Review, 75(4), 625-636.
  • Gursoy, D., Chi, O. H., Lu, L., ve Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169.
  • Gürdin, B. (2020). Robonomi Ve Müşteri Memnuniyeti: Hizmet Robotlarına İlişkin Literatür Taraması. Ekonomi Maliye İşletme Dergisi, 3(1), 85-100.
  • Haidegger, T., Barreto, M., Gonçalves, P., Habib, M. K., Ragavan, S. K. V., Li, H., ... ve Prestes, E. (2013). Applied ontologies and standards for service robots. Robotics and Autonomous Systems, 61(11), 1215-1223.
  • Huang, M. H., ve Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155-172.
  • Hudson, J., Orviska, M., ve Hunady, J. (2017). People’s attitudes to robots in caring for the elderly. International Journal of Social Robotics, 9(2), 199-210.
  • Ivanov, S. H., ve Webster, C. (2017a). Adoption of Robots, Artificial Intelligence And Service Automation By Travel, Tourism And Hospitality Companies – A Cost-Benefit Analysis (2017). Prepared for the International Scientific Conference "Contemporary Tourism – Traditions and Innovations", Sofia University, 19-21 October 2017, Available at SSRN: https://ssrn.com/abstract=3007577
  • Ivanov, S., ve Webster, C. (2017b). Designing robot-friendly hospitality facilities. Proceedings of the Scientific Conference “Tourism. Innovations. Strategies”, 13-14 October 2017, Bourgas, Bulgaria, pp. 74-81.
  • Ivanov, S., ve Webster, C. (2019b). What should robots do? A comparative analysis of industry professionals, educators and tourists. In Information and communication technologies in tourism 2019 (pp. 249-262). Springer, Cham.
  • Ivanov, S., ve Webster, C. (2020) Robots in tourism: a research agenda for tourism economics. Tourism Economics (forthcoming). Doi: https://doi.org/10.1177/1354816619879583
  • Ivanov, S., Gretzel, U., Berezina, K., Sigala, M., ve Webster, C. (2019a). Progress on robotics in hospitality and tourism: a review of the literature. Journal of Hospitality and Tourism Technology, 10(4), 489-521.
  • Ivanov, S., Gretzel, U., Berezina, K., Sigala, M., ve Webster, C. (2019a). Progress on robotics in hospitality and tourism: a review of the literature. Journal of Hospitality and Tourism Technology, 10(4), 489-521.
  • Ivanov, S., Seyitoğlu, F., ve Markova, M. (2020). Hotel managers’ perceptions towards the use of robots: a mixed-methods approach. Information Technology & Tourism, 22(4), 505-535.
  • Ivanov, S., Webster, C., ve Garenko, A. (2018b). Young Russian adults' attitudes towards the potential use of robots in hotels. Technology in Society, 55, 24-32.
  • Ivanov, S., Webster, C., ve Seyyedi, P. (2018a). Consumers' attitudes towards the introduction of robots in accommodation establishments. Tourism: An International Interdisciplinary Journal, 66(3), 302-317
  • Ivkov, M., Blešić, I., Dudić, B., Pajtinková Bartáková, G., ve Dudić, Z. (2020). Are future professionals willing to implement service robots? Attitudes of hospitality and tourism students towards service robotization. Electronics, 9(9), 1442.
  • İbiş, S. (2019). Turizm endüstrisinde robotlaşma. Türk Turizm Araştırmaları Dergisi, 3(3), 403-420.
  • Jayasingh, S., ve Eze, U. C. (2010). The role of moderating factors in mobile coupon adoption: An extended TAM perspective. Communications of the IBIMA. https://ibimapublishing.com/journals/communications-of-the-ibima/
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  • Khechine, H., Lakhal, S., ve Ndjambou, P. (2016). A meta‐analysis of the UTAUT model: Eleven years later. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l'Administration, 33(2), 138-152.
  • King, W. R., ve He, J. (2006). A meta-analysis of the technology acceptance model. Information & Management, 43(6), 740-755.
  • Kong, H., Yuan, Y., Baruch, Y., Bu, N., Jiang, X. ve Wang, K. (2021). Influences of artificial intelligence (AI) awareness on career competency and job burnout. International Journal of Contemporary Hospitality Management, 33(2), 717-734.
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  • Koo, C., Xiang, Z., Gretzel, U., ve Sigala, M. (2021). Artificial intelligence (AI) and robotics in travel, hospitality and leisure. Electronic Markets, 31(3), 473-476.
  • Kuo, C. M., Chen, L. C., ve Tseng, C. Y. (2017). Investigating an innovative service with hospitality robots. International Journal of Contemporary Hospitality Management, 29(5), 1305-1321.
  • Lee, W. H., Lin, C. W., ve Shih, K. H. (2018). A technology acceptance model for the perception of restaurant service robots for trust, interactivity, and output quality. International Journal of Mobile Communications, 16(4), 361-376.
  • Li, J.J., Bonn, M.A. ve Ye, B.H. (2019). Hotel employee’s artificial intelligence and robotics awareness and its impact on turnover intention: the moderating roles of perceived organizational support and competitive psychological climate. Tourism Management, 73, 172-181.
  • Lin, H., Chi, O. H., ve Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530-549.
  • Lu, L., Cai, R., ve Gursoy, D. (2019). Developing and validating a service robot integration willingness scale. International Journal of Hospitality Management, 80, 36-51.
  • Lu, V. N., Wirtz, J., Kunz, W. H., Paluch, S., Gruber, T., Martins, A., ve Patterson, P. G. (2020). Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?. Journal of Service Theory and Practice, 30(3), 361-391.
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Turizm Sektöründe Hizmet Robotlarının Kullanımı: İşverenler Üzerinde Nicel Bir Araştırma

Yıl 2023, Cilt: 20 Sayı: 3, 459 - 475, 30.10.2023
https://doi.org/10.24010/soid.1261414

Öz

Teknolojideki gelişmeler hizmet robotlarının iş süreçlerinde itici bir güç haline gelmesine neden olmuştur. Birden fazla personelin yaptığı işi tek bir hizmet robotu üstlenebilmektedir. Hizmet robotları birçok rutin işi devraldığı için diğer çalışanlar müşterilere daha sağlıklı odaklanmaktadır. Hizmet robotlarının potansiyel faydaları ise işverenleri robotik teknoloji kullanımına teşvik etmektedir. Turizm sektöründe hizmet robotuna ilişkin hazırlanan bu araştırma işverenlerin hizmet robotu kullanma isteğini incelemeyi amaçlamaktadır. Bu amaç doğrusunda konaklama işletmeleri, restoran ve kafelerden 244 işverenden veri toplanmıştır. Verilerin analizinde ise yapısal eşitlik modeli kullanılmıştır. Yapısal eşitlik modeli analizi sonucunda iş sonuçları, sosyal etki ve performansın işverenlerin hizmet robotu kullanım isteği üzerinde pozitif etkisinin olduğu bulgusuna ulaşılmıştır.

Etik Beyan

Bu çalışma T.C. Iğdır Üniversitesi Etik Kurulu Başkanlığı’nın 14/12/2022 tarih ve 2022/21 sayılı etik onayı çerçevesinde gerçekleştirilmiştir.

Kaynakça

  • Alexis, P. (2017). R-Tourism: Introducing the potential impact of robotics and service automation in tourism. Ovidius University Annals, Series Economic Sciences, 17(1), 211-216.
  • Ayyildiz, A. Y., Baykal, M., ve Koc, E. (2022). Attitudes of hotel customers towards the use of service robots in hospitality service encounters. Technology in Society, 101995.
  • Belanche, D., Casaló, L. V., ve Flavián, C. (2021). Frontline robots in tourism and hospitality: service enhancement or cost reduction?. Electronic Markets, 31(3), 477-492.
  • Belanche, D., Casaló, L. V., Flavián, C., ve Schepers, J. (2020). Service robot implementation: a theoretical framework and research agenda. The Service Industries Journal, 40(3-4), 203-225.
  • Berezina, K., Ciftci, O., ve Cobanoglu, C. (2019). Robots, artificial intelligence, and service automation in restaurants. In Robots, artificial intelligence, and service automation in travel, tourism and hospitality (pp. 185-219). Emerald Publishing Limited.
  • Bishop, L., van Maris, A., Dogramadzi, S., ve Zook, N. (2019). Social robots: The influence of human and robot characteristics on acceptance. Paladyn, Journal of Behavioral Robotics, 10(1), 346-358.
  • Buhalis, D., Harwood, T., Bogicevic, V., Viglia, G., Beldona, S., ve Hofacker, C. (2019). Technological disruptions in services: Lessons from tourism and hospitality. Journal of Service Management, 30(4), 484-506.
  • Bulchand-Gidumal, J. (2022). Impact of artificial intelligence in travel, tourism, and hospitality. In Handbook of e-Tourism (pp. 1943-1962). Cham: Springer International Publishing.
  • Carlsson, C., Carlsson, J., Hyvonen, K., Puhakainen, J., ve Walden, P. (2006). Adoption of mobile devices/services-searching for answers with the UTAUT. In Proceedings of the 39th annual Hawaii international conference on system sciences (HICSS'06) (Vol. 6, pp. 132a-132a). IEEE.
  • Choi, Y., Choi, M., Oh, M., ve Kim, S. (2020). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing & Management, 29(6), 613-635.
  • Christou, P., Simillidou, A., ve Stylianou, M. C. (2020). Tourists’ perceptions regarding the use of anthropomorphic robots in tourism and hospitality. International Journal of Contemporary Hospitality Management, 32(11), 3665-3683.
  • Decker, M., Fischer, M., ve Ott, I. (2017). Service Robotics and Human Labor: A first technology assessment of substitution and cooperation. Robotics and Autonomous Systems, 87, 348-354.
  • Ding, L. (2021). Employees’ challenge-hindrance appraisals toward STARA awareness and competitive productivity: a micro-level case. International Journal of Contemporary Hospitality Management, 33(9), 2950-2969
  • Fortune Business Insights (2022). Service robotics market size, share & Covid-19 impact analysis, by type (professional, personal) by application (domestic, industrial/commercial), and regional forecast, 2022-2029. https://www.fortunebusinessinsights.com/industry-reports/service-robotics-market-101805
  • Go, H., Kang, M., ve Suh, S. C. (2020). Machine learning of robots in tourism and hospitality: interactive technology acceptance model (iTAM)–cutting edge. Tourism Review, 75(4), 625-636.
  • Gursoy, D., Chi, O. H., Lu, L., ve Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169.
  • Gürdin, B. (2020). Robonomi Ve Müşteri Memnuniyeti: Hizmet Robotlarına İlişkin Literatür Taraması. Ekonomi Maliye İşletme Dergisi, 3(1), 85-100.
  • Haidegger, T., Barreto, M., Gonçalves, P., Habib, M. K., Ragavan, S. K. V., Li, H., ... ve Prestes, E. (2013). Applied ontologies and standards for service robots. Robotics and Autonomous Systems, 61(11), 1215-1223.
  • Huang, M. H., ve Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155-172.
  • Hudson, J., Orviska, M., ve Hunady, J. (2017). People’s attitudes to robots in caring for the elderly. International Journal of Social Robotics, 9(2), 199-210.
  • Ivanov, S. H., ve Webster, C. (2017a). Adoption of Robots, Artificial Intelligence And Service Automation By Travel, Tourism And Hospitality Companies – A Cost-Benefit Analysis (2017). Prepared for the International Scientific Conference "Contemporary Tourism – Traditions and Innovations", Sofia University, 19-21 October 2017, Available at SSRN: https://ssrn.com/abstract=3007577
  • Ivanov, S., ve Webster, C. (2017b). Designing robot-friendly hospitality facilities. Proceedings of the Scientific Conference “Tourism. Innovations. Strategies”, 13-14 October 2017, Bourgas, Bulgaria, pp. 74-81.
  • Ivanov, S., ve Webster, C. (2019b). What should robots do? A comparative analysis of industry professionals, educators and tourists. In Information and communication technologies in tourism 2019 (pp. 249-262). Springer, Cham.
  • Ivanov, S., ve Webster, C. (2020) Robots in tourism: a research agenda for tourism economics. Tourism Economics (forthcoming). Doi: https://doi.org/10.1177/1354816619879583
  • Ivanov, S., Gretzel, U., Berezina, K., Sigala, M., ve Webster, C. (2019a). Progress on robotics in hospitality and tourism: a review of the literature. Journal of Hospitality and Tourism Technology, 10(4), 489-521.
  • Ivanov, S., Gretzel, U., Berezina, K., Sigala, M., ve Webster, C. (2019a). Progress on robotics in hospitality and tourism: a review of the literature. Journal of Hospitality and Tourism Technology, 10(4), 489-521.
  • Ivanov, S., Seyitoğlu, F., ve Markova, M. (2020). Hotel managers’ perceptions towards the use of robots: a mixed-methods approach. Information Technology & Tourism, 22(4), 505-535.
  • Ivanov, S., Webster, C., ve Garenko, A. (2018b). Young Russian adults' attitudes towards the potential use of robots in hotels. Technology in Society, 55, 24-32.
  • Ivanov, S., Webster, C., ve Seyyedi, P. (2018a). Consumers' attitudes towards the introduction of robots in accommodation establishments. Tourism: An International Interdisciplinary Journal, 66(3), 302-317
  • Ivkov, M., Blešić, I., Dudić, B., Pajtinková Bartáková, G., ve Dudić, Z. (2020). Are future professionals willing to implement service robots? Attitudes of hospitality and tourism students towards service robotization. Electronics, 9(9), 1442.
  • İbiş, S. (2019). Turizm endüstrisinde robotlaşma. Türk Turizm Araştırmaları Dergisi, 3(3), 403-420.
  • Jayasingh, S., ve Eze, U. C. (2010). The role of moderating factors in mobile coupon adoption: An extended TAM perspective. Communications of the IBIMA. https://ibimapublishing.com/journals/communications-of-the-ibima/
  • Kazandzhieva, V., ve Filipova, H. (2019). Customer attitudes toward robots in travel, tourism, and hospitality: a conceptual framework. In Robots, artificial intelligence, and service automation in travel, tourism and hospitality (pp. 79-92). Emerald Publishing Limited.
  • Khechine, H., Lakhal, S., ve Ndjambou, P. (2016). A meta‐analysis of the UTAUT model: Eleven years later. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l'Administration, 33(2), 138-152.
  • King, W. R., ve He, J. (2006). A meta-analysis of the technology acceptance model. Information & Management, 43(6), 740-755.
  • Kong, H., Yuan, Y., Baruch, Y., Bu, N., Jiang, X. ve Wang, K. (2021). Influences of artificial intelligence (AI) awareness on career competency and job burnout. International Journal of Contemporary Hospitality Management, 33(2), 717-734.
  • Koo, B., Curtis, C., ve Ryan, B. (2021). Examining the impact of artificial intelligence on hotel employees through job insecurity perspectives. International Journal of Hospitality Management, 95, 102763.
  • Koo, C., Xiang, Z., Gretzel, U., ve Sigala, M. (2021). Artificial intelligence (AI) and robotics in travel, hospitality and leisure. Electronic Markets, 31(3), 473-476.
  • Kuo, C. M., Chen, L. C., ve Tseng, C. Y. (2017). Investigating an innovative service with hospitality robots. International Journal of Contemporary Hospitality Management, 29(5), 1305-1321.
  • Lee, W. H., Lin, C. W., ve Shih, K. H. (2018). A technology acceptance model for the perception of restaurant service robots for trust, interactivity, and output quality. International Journal of Mobile Communications, 16(4), 361-376.
  • Li, J.J., Bonn, M.A. ve Ye, B.H. (2019). Hotel employee’s artificial intelligence and robotics awareness and its impact on turnover intention: the moderating roles of perceived organizational support and competitive psychological climate. Tourism Management, 73, 172-181.
  • Lin, H., Chi, O. H., ve Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530-549.
  • Lu, L., Cai, R., ve Gursoy, D. (2019). Developing and validating a service robot integration willingness scale. International Journal of Hospitality Management, 80, 36-51.
  • Lu, V. N., Wirtz, J., Kunz, W. H., Paluch, S., Gruber, T., Martins, A., ve Patterson, P. G. (2020). Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?. Journal of Service Theory and Practice, 30(3), 361-391.
  • Manthiou, A., Klaus, P., Kuppelwieser, V. G., ve Reeves, W. (2021). Man vs machine: examining the three themes of service robotics in tourism and hospitality. Electronic Markets, 31(3), 511-527.
  • Meidute-Kavaliauskiene, I., Çiğdem Ş., ve Yıldız, B. (2022). Effect of supply chain learning on flexibility performance: An empirical study. Independent Journal of Management & Productıon (Ijm&P), 13(2), 841-859.
  • Meidute-Kavaliauskiene, I., Çiğdem, ¸Ş., Vasilis Vasiliauskas, A., ve Yıldız, B. (2021) Green innovation in environmental complexity: The implication of open Innovation. J. Open Innov. Technol. Mark. Complex, 7, 107. https://doi.org/10.3390/joitmc7020107
  • Meidute-Kavaliauskiene, I., Yıldız, B., Çiğdem, Ş., ve Cincikaite, R. (2021). The effect of COVID-19 on airline transportation services: A study on service robot usage intention. Sustainability, 13, 12571. https://doi.org/10.3390/su132212571
  • Nam, K., Dutt, C. S., Chathoth, P., Daghfous, A., ve Khan, M. S. (2021). The adoption of artificial intelligence and robotics in the hotel industry: Prospects and challenges. Electronic Markets, 31(3), 553-574.
  • Odekerken-Schröder, G., Mennens, K., Steins, M., ve Mahr, D. (2021). The service triad: An empirical study of service robots, customers and frontline employees. Journal of Service Management, 33(2), 246-292.
  • Oliveira, T., Thomas, M., Baptista, G., ve Campos, F. (2016). Mobile payment: Understanding the determinants of customer adoption and intention to recommend the technology. Computers in Human Behavior, 61, 404-414.
  • Osawa, H., Ema, A., Hattori, H., Akiya, N., Kanzaki, N., Kubo, A., ... ve Ichise, R. (2017). Analysis of robot hotel: Reconstruction of works with robots. In 2017 26th IEEE international symposium on robot and human interactive communication (RO-MAN) (pp. 219-223). IEEE.
  • Özgürel, G. ve Şahin, S. K. (2021). Turizmde robotlaşma: Yiyecek-içecek sektöründe robot şefler ve robot garsonlar. OPUS International Journal of Society Researches, 18 (Yönetim ve Organizasyon Özel Sayısı), 1849-1882.
  • Özkan, A., Akkaya, B., ve Özkan, H. (2020). Hizmet robotu entegrasyon isteklilik (HERİ) Ölçeği: Türkçeye uyarlama, geçerlik ve güvenirlik çalışması. Business & Management Studies: An International Journal, 8(3), 3710-3750.
  • Piçarra, N., Giger, J. C., Pochwatko, G., ve Gonçalves, G. (2016). Making sense of social robots: A structural analysis of the layperson's social representation of robots. European Review of Applied Psychology, 66(6), 277-289.
  • Reis, J., Melão, N., Salvadorinho, J., Soares, B., ve Rosete, A. (2020). Service robots in the hospitality industry: The case of Henn-na hotel, Japan. Technology in Society, 63, 101423.
  • Rodriguez-Lizundia, E., Marcos, S., Zalama, E., Gómez-García-Bermejo, J., ve Gordaliza, A. (2015). A bellboy robot: Study of the effects of robot behaviour on user engagement and comfort. International Journal of Human-Computer Studies, 82, 83-95.
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  • Tung, V. W. S., ve Au, N. (2018). Exploring customer experiences with robotics in hospitality. International Journal of Contemporary Hospitality Management, 30, 2680–2697.
  • Turja, T., Aaltonen, I., Taipale, S., ve Oksanen, A. (2020). Robot acceptance model for care (RAM-care): A principled approach to the intention to use care robots. Information & Management, 57(5), 103220.
  • Tussyadiah, I. (2020b). A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism. Annals of Tourism Research, 81, 102883.
  • Tussyadiah, I. P., Zach, F. J., ve Wang, J. (2020a). Do travelers trust intelligent service robots?. Annals of Tourism Research, 81, 102886.
  • Uluslararası Robotik Federasyonu (2022). Sales of robots for the service sector grew by 37% worldwide. https://ifr.org/ifr-press-releases/news/sales-of-robots-for-the-service-sector-grew-by-37-worldwide adresinden 16/12/2022 tarihinde erişilmiştir.
  • Vatan, A., ve Doğan, S. (2021). What do hotel employees think about service robots? A qualitative study in Turkey. Tourism Management Perspectives, 37, 100775
  • Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 425-478.
  • Venkatesh, V., Thong, J. Y., ve Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS quarterly, 157-178.
  • Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., ve Martins, A. (2018). Brave new world: service robots in the frontline. Journal of Service Management, 29(5), 907-931.
  • Xu, S., Stienmetz, J., ve Ashton, M. (2020). How will service robots redefine leadership in hotel management? A Delphi approach. International Journal of Contemporary Hospitality Management, 32(6), 2217-2237.
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  • Zhou, T., Lu, Y., ve Wang, B. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in human behavior, 26(4), 760-767.
Toplam 72 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Turizm (Diğer)
Bölüm Makaleler
Yazarlar

Ercan İnce 0000-0003-4821-8140

Miraç Yücel Başer 0000-0002-9394-8815

Erken Görünüm Tarihi 12 Ekim 2023
Yayımlanma Tarihi 30 Ekim 2023
Yayımlandığı Sayı Yıl 2023 Cilt: 20 Sayı: 3

Kaynak Göster

APA İnce, E., & Başer, M. Y. (2023). Turizm Sektöründe Hizmet Robotlarının Kullanımı: İşverenler Üzerinde Nicel Bir Araştırma. Seyahat Ve Otel İşletmeciliği Dergisi, 20(3), 459-475. https://doi.org/10.24010/soid.1261414

Seyahat ve Otel İşletmeciliği (Journal of Travel and Hotel Business) is licensed under a Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0).
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