What Is It Like to Travel with A Robot Tour Guide? A Discourse Analysis on User Experience with RoBoHoN

Öz

Technological progress transforms tour guiding services and robots take their part in the new setting. Tour guiding studies mostly focused on discussions regarding the substitution of robots for human tour guides. However, understanding user experiences is crucial to provide projections for robot tour guides’ future. Nonetheless, the literature provides limited identification of user experiences. To fill the research gap, this study aims to reveal user experiences with robot tour guides, and a YouTube video was selected as the data source. A discourse analysis was conducted to reveal the experiences of Roger Ditter, the presenter who participates in a tour in Kyoto, Japan with the robot tour guide RoBoHoN. The findings reveal that RoBoHoN’s features such as high price, non-ergonomic design, poor communication, limited interpretation content, and low performance in different conditions negatively affect the user’s experience. So, Ditter does not recommend RoBoHoN to first-time visitors in a destination, and his discourse is largely constructed through the negative components. Eventually, there is still time for robots to provide guiding services in the conventional tour concept which includes traveling by a tour vehicle and a guide accompanying tourists in an outdoor setting. The paper concludes with implications for the stakeholders.

Anahtar Kelimeler

• Tourism
• Tour Guiding
• Technology
• Robot Tour Guide
• Discourse Analysis

Robot Turist Rehberi ile Gezmek Nasıl Bir Şey? RoBoHoN’a İlişkin Kullanıcı Deneyimi Üzerine Bir Söylem Analizi

Öz

Teknolojideki gelişmeler turist rehberliği hizmetlerini de dönüştürmektedir. Dönüşümün boyutlarından biri de robot rehberlerdir. Turizm rehberliği alanındaki çalışmalar daha çok robot rehberlerin insan rehberlerin yerine ikame edilmesine ilişkin tartışmalara odaklanmıştır. Ancak, robot rehberlerin geleceğine yönelik projeksiyonların sunulması için kullanıcı deneyimlerinin anlaşılması önem taşımaktadır. Buna rağmen, robot rehber hizmetlerinin hitap ettiği turistlerin deneyimlerini konu alan araştırmaların sayısı oldukça sınırlıdır. Dolayısıyla, bu çalışma araştırma eksikliğinin giderilmesine katkı sağlamak için robot rehberlerden hizmet alan kullanıcıların deneyimlerini ortaya çıkarmayı amaçlamaktadır. Bu kapsamda, YouTube’da yer alan bir video veri kaynağı olarak seçilmiş; Japonya’da hizmet sunan robot rehber RoBoHoN ile Kyoto şehrinde tura katılan sunucu Roger Ditter’in deneyimlerini ortaya çıkarmak amacıyla söylem analizi gerçekleştirilmiştir. Araştırmanın bulgularına göre RoBoHoN yüksek fiyat, ergonomik olmayan tasarım, kullanıcıyla zayıf iletişim, sınırlı içeriklerle bilgi aktarma ve farklı koşullarda düşük performans gibi kullanıcı deneyimini olumsuz etkileyen özelliklere sahiptir. Dolayısıyla, Roger Ditter bir destinasyonu ilk kez ziyaret edecek kişilere robot rehber RoBoHoN’u önermemektedir ve kullanıcının deneyimine ilişkin söylemi büyük ölçüde olumsuz bileşenlerle inşa edilmektedir. Sonuçta bir tur aracıyla seyahati ve açık alanlarda turistlere eşlik eden bir rehberi içeren konvansiyonel tur konseptinde robot rehberlerin hizmet sunması için zamana ihtiyaç olduğu tespit edilmiştir. Çalışmanın sonunda paydaşlar için öneriler yer almaktadır.

Anahtar Kelimeler

• Turizm
• Turist Rehberliği
• Teknoloji
• Robot Rehber
• Tüketici Deneyimi
• Kullanıcı Deneyimi
• Söylem Analizi

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