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ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI

Year 2020, Volume: 3 Issue: 1, 85 - 100, 30.06.2020
https://doi.org/10.46737/emid.732024

Abstract

İnsanların zihinsel veya fiziksel olarak zorlandıkları, yapamadıkları veya yapmak istemedikleri, riskli buldukları işleri yerine getirmek üzere geliştirilen robotlar, yapay zekâyla da desteklendikten sonra çeşitli sektörlerdeki işletmelerce artan bir oranda talep edilir hale gelmişlerdir.
Robotlar, günlük hayatın bir parçası olarak havaalanlarında, okullarda, otellerde vs. kullanılarak hizmet sektöründe yerlerini almış ve ekonominin önemli bir parçası haline gelmişlerdir. Ekonomide robotların, yapay zekânın ve otomasyonun etkinleşmesiyle robot temelli ekonomi anlamına gelen robonomi kavramı ortaya çıkmıştır.
Çalışmada, Türkçe kaynaklarda robonomi ile hizmet robotlarına ilişkin kavramsal bir alt yapının oluşturulması ve mevcut literatürün taranmasıyla bu konu üzerine çalışacak araştırmacılara ışık tutmak amaçlanmaktadır.
Çalışmada Web of Science (WoS) veri tabanında taranan dergiler incelemeye alınmış, hizmet robotlarına yönelik müşteri memnuniyeti ve tüketici tutumuna ilişkin yayınların literatür taraması gerçekleştirilmiştir.

References

  • Al Dhaheri, S. S., Chatterjee, C. ve Farmer, M. (2018). Paradigm shift in banking customer service. Soliman, K.S. (Ed.), 32nd Conference of the International-Business-Information-Management-Association (IBIMA) içinde (ss. 5968-5972). Seville, Spain.
  • Arduengo, M. ve Sentis, L. (2019, 4 Aralık). Robot economy: ready or not, here it comes. https://arxiv.org/abs/1812.01755 adresinden alındı.
  • Belanche, D., Casalo, L. V. ve Flavian, C. (2019). Artificial intelligence in FinTech: Understanding robo-advisors adoption among customers. Industrıal Management & Data Systems,7, 1411-1430.
  • Bilgin, Y. ve Kethüda, Ö. (2017). Restoran işletmelerinde hizmet kalitesinin müşteri memnuniyetine ve sadakatine etkisi: Oba restoran örneği. Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 7 (2), 147-170.
  • Chen, L-F., Liu, Z-T., Wu, M., Dong, F. ve Hirota, K. (2015). Multi-robot behavior adaptation to humans' intention in human-robot interaction using information-driven fuzzy friend-Q learning. Journal of Advanced Computational Intelligence and Intelligent Informatics, 19 (2), 173-184.
  • Chi, O. H., Denton, G. ve Doğan, G. (2020). Artificially intelligent device use in service delivery: A systematic review, synthesis, and research agenda. Journal of Hospitality Marketing & Management, 1-30.
  • Choi, Y., Choi, M., Oh, M. ve Kim, S. (2019). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing & Management, 1-24. https://doi.org/10.1080/19368623.2020.1703871
  • De Keyser, A., Köcher, S., Alkire (née Nasr), L., Verbeeck, C. ve Kandampully, J. (2019). Frontline service technology infusion: Conceptual archetypes and future research directions. Journal of Service Management, 30 (1), 156-183.
  • Doering, N., Poeschl, S., Gross, H-M., Bley, A., Martin, C. ve Boehme, H-J. (2015). User-centered design and evaluation of a mobile shopping robot. International Journal of Social Robotics, 7 (2), 203-225.
  • Dos Santos, G. Koothal, A., Cardenas, I.S., Lovell, M., Collier, C. ve Kim, J. H. (2017). Flightbot: Towards improving in-flight customer experience through the use of robotics. Arabnia, H. R., Deligiannidis, L., Tinetti, F. G., Tran, Q. N. ve Yang, M. Q. (Ed.). International Conference on Computational Science and Computational Intelligence (CSCI) içinde (ss. 1793-1796). Las Vegas, NV.
  • Dwivedi, Y. K., Kapoor, K. K., Williams, M. D. ve Williams, J. (2013). RFID systems in libraries: An empirical examination of factors affecting system use and user satisfaction. International Journal of Information Management, 33 (2), 367-377.
  • Ene, I ve Badescu, R (2019). Eye tracking study regarding the perception of AI-based service robots. Dinu, V. (Ed.). BASIQ International Conference on New Trends in Sustainable Business and Consumption içinde (ss. 718-723). Bari, Italy.
  • Fan, A., Wu, L., Miao, L. ve Manila, A.S. (2019). When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? - The moderating role of consumer technology self-efficacy and interdependent self-construal. Journal of Hospitality Marketing & Management, 29 (3), 269-290.
  • Huang, G-S ve Lu, Y-J. (2017). To build a smart unmanned restaurant with multi-mobile robots. International Automatic Control Conference (CACS), Pingtung, Taiwan: IEEE. Robotic Industries Association. Hizmet robotları ve türleri. Erişim adresi https://www.robotics.org/Service-Robots.
  • International Federation of Robotics – IFR (2012). History of industrial robots- from the first installation until today. Milestones of Technology and Commercialization, 1-12.
  • Ivanov, S. (2016) Will robots substitute teachers? Paper presented at the 12th International Conference “Modern science, business and education”, Varna University of Management, Bulgaria. Yearbook of Varna University of Management, 9, 42-47.
  • Ivanov, S. (2017). Robonomics - Principles, benefits, challenges, solutions. Yearbook of Varna University of Management, 10, 283-293.
  • Ivanov, S., Webster, C. ve Garenko, A. (2018). 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. (2018). Consumers' attitudes towards the introduction of robots in accommodation establishments . Tourism, 66 (3), 302-317.
  • Ji, X., Zhong, M., Quan, X. ve Li, S., H (2016). Dynamic scheduling of mobile-robotic warehouse logistics system. 35th Chinese Control Conference (CCC) içinde (ss. 2860-2865). Chengdu, Peoples R China.
  • Joerling, M., Boehm, R. ve Paluch, S. (2019). Service robots: Drivers of perceived responsibility for service outcomes. Journal of Service Research, 22 (4), 404-420.
  • Khaksar, S. M. S., Khosla, R., Singaraju, S. ve Slade, B (2019). Carer's perception on social assistive technology acceptance and adoption: Moderating effects of perceived risks. Behaviour & Information Technology, 1-24.
  • Kapitonov, A., Bermany, I., Bulatovz, V., Lonshakovx, S. ve Krupenkin, A. (2018). Robonomics based on blockchain as a principle of creating smart factories. 2018 Fifth International Conference on Internet of Things: Systems, Management and Security (IoTSMS) içinde 78-85.Valencia, Spain: IEEE.
  • Kumar, S., Sharma, G., Kejriwal, N., Jain, S., Kamra, M., Singh, B. ve Chauhan, V.K. (2014). Remote retail monitoring and stock assessment using mobile robots. IEEE International Conference on Technologies for Practical Robot Applications (TePRA) içinde (ss. 1-6). Woburn, MA: IEEE.
  • Li, X., Jia, W., Yang, Z., Li, Y., Yuan, D., Zhang, H. ve Sun, M. (2018). Application of intelligent recommendation techniques for consumers' food choices in restaurants. Frontiers in Psychiatry, 9, 1-9.
  • Mazaraki, A. ve Duginets, G. (2017). Sector-specific stimulation of ıntegration into global value chains: Experience for Ukraine. Renata Seweryn ve Tomasz Rojek (Ed.). Knowledge – Economy – Society Selected Problems of Dynamically Developing Areas of Economy içinde (ss. 37-47). Foundation of The Cracow University of Economics.
  • Nakanishi, J., Kuramoto, I., Baba, J., Kohei, O., Yoshikawa, Y. ve Ishiguro, H. (2018). Can a humanoid robot engage in heartwarming interaction service at a hotel? 6th International Conference on Human-Agent Interaction (HAI) içinde (ss. 45-53). Southampton, England.
  • Nakanishi, J., Kuramoto, I., Baba, J., Ogawa, K., Yoshikawa, Y. ve Ishiguro, H. (2020). Continuous hospitality with social robots at a hotel. SN Applied Sciences, 2 (3), 1-13. https://doi.org/10.1007/s42452-020-2192-7
  • National Public Radio. (2011, Nisan 22). “Robot” Kelimesinin Kökeni. Erişim adresi https://www.npr.org/2011/04/22/135634400/science-diction-the-origin-of-the-word-robot. Adresinden alındı.
  • Poeschl, S., Doering, N., Gross, H. M.,Bley, A., Martin, C. ve Boehme, H-J. (2011). Robot-assisted article search in do-it-yourself-stores a study on summative evaluation and user acceptance of a mobile shopping assistant. Zeitschrift für Evaluation, 10 (1), 99-132.
  • Poeschl, S., Doering, N., Boehme, H-J ve Martin, C. (2008). Computer-assisted article search in do-it-yourself-stores - formative evaluation of a search engine for mobile shopping-robots. Zeitschrift für Evaluation, 1, 113-135.
  • Qi, C. (2017). The application study on the customer service chatting robot based on bot framework. Xu, B. (Ed.). Proceedings of The 2017 2nd Joint International Information Technology, Mechanical And Electronic Engineering Conference (JIMEC) içinde (ss.113-115). Chongqing, Peoples R China.
  • Robotic Industries Association. Hizmet robotları ve türleri. https://www.robotics.org/Service-Robots adresinden alındı.
  • Robotics Online Marketing Team. (2017, Ocak 17). Otomotiv endüstrisinde robotik tarihi. https://www.robotics.org/blog-article.cfm/The-History-of-Robotics-in-the-Automotive-Industry/24 adresinden alındı.
  • Safianowska, M. B., Chang, Y. C. P., Wang, T-J., Huang, C-W. ve Huang, C-Y. (2017). An auction based smart service robot implemented on a fog computing node. IEEE Fog World Congress (FWC) içinde (ss. 7-11). Santa Clara, CA: IEEE.
  • Spirina, A. Vaskovskaia, O. ve Sidorov, M. (2017). Analysis of overlapping speech and emotions for interaction quality estimation. Ronzhin, A., Rigoll, G. ve Meshcheryakov, R. (Ed.). 2nd International Conference on Interactive Collaborative Robotics (ICR) içinde (ss. 239-249). Hatfield, England.
  • Şahin, A. ve Şen, S. (2017). Hizmet kalitesinin müşteri memnuniyeti üzerine etkisi. Uluslararası Sosyal Araştırmalar Dergisi, 10 (52), 1176- 1184.
  • Tanizaki, T. Shimmura, T. ve Fujii, N. (2017). Shift scheduling to improve customer satisfaction, employee satisfaction and management satisfaction in service workplace where employees and robots collaborate. Hara, Y. ve Karagiannis, D. (Ed.). 5th International Conference on Serviceology for Services (ICServ) içinde (ss.15-25). Vienna, Austria.
  • Thomson Reuters. (2011). Web of science nedir? 1-8.
  • Van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D. ve Petersen, J. A. (2017). Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers' service experiences. Journal of Service Research, 20 (1), 43-58.
  • Web of Science. (2020). www.webofknowledge.com adresinden kullanıldı.
  • Wang, Y. (2018). Intelligent customer service system design based on natural language processing. 5th International Conference On Electrical & Electronics Engineering And Computer Science (ICEEECS) içinde (ss. 374-379). Beijing, Peoples R. China: Francis Acad Press.
  • Wirtz, J., Patterson, P. G. Kunz, W. H. Gruber, T. Lu, W. N. Paluch, S. ve Martins, A. (2018). Brave new world: Service robots in the frontline. Journal of Service Management, 29(5), 907-931.
  • Wong, C.C ve Kruse, G. (2007). Converged service opportunities supporting the multi-site corporate enterprise. BT Technology Journal, 25 (2), 156-161.
  • Yu, C-E ve Ngan, H.F.B. (2019). The power of head tilts: Gender and cultural differences of perceived human vs human-like robot smile in service. Tourism Review, 74 (3), 428-442.
Year 2020, Volume: 3 Issue: 1, 85 - 100, 30.06.2020
https://doi.org/10.46737/emid.732024

Abstract

References

  • Al Dhaheri, S. S., Chatterjee, C. ve Farmer, M. (2018). Paradigm shift in banking customer service. Soliman, K.S. (Ed.), 32nd Conference of the International-Business-Information-Management-Association (IBIMA) içinde (ss. 5968-5972). Seville, Spain.
  • Arduengo, M. ve Sentis, L. (2019, 4 Aralık). Robot economy: ready or not, here it comes. https://arxiv.org/abs/1812.01755 adresinden alındı.
  • Belanche, D., Casalo, L. V. ve Flavian, C. (2019). Artificial intelligence in FinTech: Understanding robo-advisors adoption among customers. Industrıal Management & Data Systems,7, 1411-1430.
  • Bilgin, Y. ve Kethüda, Ö. (2017). Restoran işletmelerinde hizmet kalitesinin müşteri memnuniyetine ve sadakatine etkisi: Oba restoran örneği. Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 7 (2), 147-170.
  • Chen, L-F., Liu, Z-T., Wu, M., Dong, F. ve Hirota, K. (2015). Multi-robot behavior adaptation to humans' intention in human-robot interaction using information-driven fuzzy friend-Q learning. Journal of Advanced Computational Intelligence and Intelligent Informatics, 19 (2), 173-184.
  • Chi, O. H., Denton, G. ve Doğan, G. (2020). Artificially intelligent device use in service delivery: A systematic review, synthesis, and research agenda. Journal of Hospitality Marketing & Management, 1-30.
  • Choi, Y., Choi, M., Oh, M. ve Kim, S. (2019). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing & Management, 1-24. https://doi.org/10.1080/19368623.2020.1703871
  • De Keyser, A., Köcher, S., Alkire (née Nasr), L., Verbeeck, C. ve Kandampully, J. (2019). Frontline service technology infusion: Conceptual archetypes and future research directions. Journal of Service Management, 30 (1), 156-183.
  • Doering, N., Poeschl, S., Gross, H-M., Bley, A., Martin, C. ve Boehme, H-J. (2015). User-centered design and evaluation of a mobile shopping robot. International Journal of Social Robotics, 7 (2), 203-225.
  • Dos Santos, G. Koothal, A., Cardenas, I.S., Lovell, M., Collier, C. ve Kim, J. H. (2017). Flightbot: Towards improving in-flight customer experience through the use of robotics. Arabnia, H. R., Deligiannidis, L., Tinetti, F. G., Tran, Q. N. ve Yang, M. Q. (Ed.). International Conference on Computational Science and Computational Intelligence (CSCI) içinde (ss. 1793-1796). Las Vegas, NV.
  • Dwivedi, Y. K., Kapoor, K. K., Williams, M. D. ve Williams, J. (2013). RFID systems in libraries: An empirical examination of factors affecting system use and user satisfaction. International Journal of Information Management, 33 (2), 367-377.
  • Ene, I ve Badescu, R (2019). Eye tracking study regarding the perception of AI-based service robots. Dinu, V. (Ed.). BASIQ International Conference on New Trends in Sustainable Business and Consumption içinde (ss. 718-723). Bari, Italy.
  • Fan, A., Wu, L., Miao, L. ve Manila, A.S. (2019). When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? - The moderating role of consumer technology self-efficacy and interdependent self-construal. Journal of Hospitality Marketing & Management, 29 (3), 269-290.
  • Huang, G-S ve Lu, Y-J. (2017). To build a smart unmanned restaurant with multi-mobile robots. International Automatic Control Conference (CACS), Pingtung, Taiwan: IEEE. Robotic Industries Association. Hizmet robotları ve türleri. Erişim adresi https://www.robotics.org/Service-Robots.
  • International Federation of Robotics – IFR (2012). History of industrial robots- from the first installation until today. Milestones of Technology and Commercialization, 1-12.
  • Ivanov, S. (2016) Will robots substitute teachers? Paper presented at the 12th International Conference “Modern science, business and education”, Varna University of Management, Bulgaria. Yearbook of Varna University of Management, 9, 42-47.
  • Ivanov, S. (2017). Robonomics - Principles, benefits, challenges, solutions. Yearbook of Varna University of Management, 10, 283-293.
  • Ivanov, S., Webster, C. ve Garenko, A. (2018). 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. (2018). Consumers' attitudes towards the introduction of robots in accommodation establishments . Tourism, 66 (3), 302-317.
  • Ji, X., Zhong, M., Quan, X. ve Li, S., H (2016). Dynamic scheduling of mobile-robotic warehouse logistics system. 35th Chinese Control Conference (CCC) içinde (ss. 2860-2865). Chengdu, Peoples R China.
  • Joerling, M., Boehm, R. ve Paluch, S. (2019). Service robots: Drivers of perceived responsibility for service outcomes. Journal of Service Research, 22 (4), 404-420.
  • Khaksar, S. M. S., Khosla, R., Singaraju, S. ve Slade, B (2019). Carer's perception on social assistive technology acceptance and adoption: Moderating effects of perceived risks. Behaviour & Information Technology, 1-24.
  • Kapitonov, A., Bermany, I., Bulatovz, V., Lonshakovx, S. ve Krupenkin, A. (2018). Robonomics based on blockchain as a principle of creating smart factories. 2018 Fifth International Conference on Internet of Things: Systems, Management and Security (IoTSMS) içinde 78-85.Valencia, Spain: IEEE.
  • Kumar, S., Sharma, G., Kejriwal, N., Jain, S., Kamra, M., Singh, B. ve Chauhan, V.K. (2014). Remote retail monitoring and stock assessment using mobile robots. IEEE International Conference on Technologies for Practical Robot Applications (TePRA) içinde (ss. 1-6). Woburn, MA: IEEE.
  • Li, X., Jia, W., Yang, Z., Li, Y., Yuan, D., Zhang, H. ve Sun, M. (2018). Application of intelligent recommendation techniques for consumers' food choices in restaurants. Frontiers in Psychiatry, 9, 1-9.
  • Mazaraki, A. ve Duginets, G. (2017). Sector-specific stimulation of ıntegration into global value chains: Experience for Ukraine. Renata Seweryn ve Tomasz Rojek (Ed.). Knowledge – Economy – Society Selected Problems of Dynamically Developing Areas of Economy içinde (ss. 37-47). Foundation of The Cracow University of Economics.
  • Nakanishi, J., Kuramoto, I., Baba, J., Kohei, O., Yoshikawa, Y. ve Ishiguro, H. (2018). Can a humanoid robot engage in heartwarming interaction service at a hotel? 6th International Conference on Human-Agent Interaction (HAI) içinde (ss. 45-53). Southampton, England.
  • Nakanishi, J., Kuramoto, I., Baba, J., Ogawa, K., Yoshikawa, Y. ve Ishiguro, H. (2020). Continuous hospitality with social robots at a hotel. SN Applied Sciences, 2 (3), 1-13. https://doi.org/10.1007/s42452-020-2192-7
  • National Public Radio. (2011, Nisan 22). “Robot” Kelimesinin Kökeni. Erişim adresi https://www.npr.org/2011/04/22/135634400/science-diction-the-origin-of-the-word-robot. Adresinden alındı.
  • Poeschl, S., Doering, N., Gross, H. M.,Bley, A., Martin, C. ve Boehme, H-J. (2011). Robot-assisted article search in do-it-yourself-stores a study on summative evaluation and user acceptance of a mobile shopping assistant. Zeitschrift für Evaluation, 10 (1), 99-132.
  • Poeschl, S., Doering, N., Boehme, H-J ve Martin, C. (2008). Computer-assisted article search in do-it-yourself-stores - formative evaluation of a search engine for mobile shopping-robots. Zeitschrift für Evaluation, 1, 113-135.
  • Qi, C. (2017). The application study on the customer service chatting robot based on bot framework. Xu, B. (Ed.). Proceedings of The 2017 2nd Joint International Information Technology, Mechanical And Electronic Engineering Conference (JIMEC) içinde (ss.113-115). Chongqing, Peoples R China.
  • Robotic Industries Association. Hizmet robotları ve türleri. https://www.robotics.org/Service-Robots adresinden alındı.
  • Robotics Online Marketing Team. (2017, Ocak 17). Otomotiv endüstrisinde robotik tarihi. https://www.robotics.org/blog-article.cfm/The-History-of-Robotics-in-the-Automotive-Industry/24 adresinden alındı.
  • Safianowska, M. B., Chang, Y. C. P., Wang, T-J., Huang, C-W. ve Huang, C-Y. (2017). An auction based smart service robot implemented on a fog computing node. IEEE Fog World Congress (FWC) içinde (ss. 7-11). Santa Clara, CA: IEEE.
  • Spirina, A. Vaskovskaia, O. ve Sidorov, M. (2017). Analysis of overlapping speech and emotions for interaction quality estimation. Ronzhin, A., Rigoll, G. ve Meshcheryakov, R. (Ed.). 2nd International Conference on Interactive Collaborative Robotics (ICR) içinde (ss. 239-249). Hatfield, England.
  • Şahin, A. ve Şen, S. (2017). Hizmet kalitesinin müşteri memnuniyeti üzerine etkisi. Uluslararası Sosyal Araştırmalar Dergisi, 10 (52), 1176- 1184.
  • Tanizaki, T. Shimmura, T. ve Fujii, N. (2017). Shift scheduling to improve customer satisfaction, employee satisfaction and management satisfaction in service workplace where employees and robots collaborate. Hara, Y. ve Karagiannis, D. (Ed.). 5th International Conference on Serviceology for Services (ICServ) içinde (ss.15-25). Vienna, Austria.
  • Thomson Reuters. (2011). Web of science nedir? 1-8.
  • Van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D. ve Petersen, J. A. (2017). Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers' service experiences. Journal of Service Research, 20 (1), 43-58.
  • Web of Science. (2020). www.webofknowledge.com adresinden kullanıldı.
  • Wang, Y. (2018). Intelligent customer service system design based on natural language processing. 5th International Conference On Electrical & Electronics Engineering And Computer Science (ICEEECS) içinde (ss. 374-379). Beijing, Peoples R. China: Francis Acad Press.
  • Wirtz, J., Patterson, P. G. Kunz, W. H. Gruber, T. Lu, W. N. Paluch, S. ve Martins, A. (2018). Brave new world: Service robots in the frontline. Journal of Service Management, 29(5), 907-931.
  • Wong, C.C ve Kruse, G. (2007). Converged service opportunities supporting the multi-site corporate enterprise. BT Technology Journal, 25 (2), 156-161.
  • Yu, C-E ve Ngan, H.F.B. (2019). The power of head tilts: Gender and cultural differences of perceived human vs human-like robot smile in service. Tourism Review, 74 (3), 428-442.
There are 45 citations in total.

Details

Primary Language Turkish
Subjects Business Administration
Journal Section Articles
Authors

Bahar Gürdin 0000-0002-5557-3223

Publication Date June 30, 2020
Published in Issue Year 2020 Volume: 3 Issue: 1

Cite

APA Gürdin, B. (2020). ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI. Ekonomi Maliye İşletme Dergisi, 3(1), 85-100. https://doi.org/10.46737/emid.732024
AMA Gürdin B. ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI. Ekonomi Maliye İşletme Dergisi. June 2020;3(1):85-100. doi:10.46737/emid.732024
Chicago Gürdin, Bahar. “ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI”. Ekonomi Maliye İşletme Dergisi 3, no. 1 (June 2020): 85-100. https://doi.org/10.46737/emid.732024.
EndNote Gürdin B (June 1, 2020) ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI. Ekonomi Maliye İşletme Dergisi 3 1 85–100.
IEEE B. Gürdin, “ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI”, Ekonomi Maliye İşletme Dergisi, vol. 3, no. 1, pp. 85–100, 2020, doi: 10.46737/emid.732024.
ISNAD Gürdin, Bahar. “ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI”. Ekonomi Maliye İşletme Dergisi 3/1 (June 2020), 85-100. https://doi.org/10.46737/emid.732024.
JAMA Gürdin B. ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI. Ekonomi Maliye İşletme Dergisi. 2020;3:85–100.
MLA Gürdin, Bahar. “ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI”. Ekonomi Maliye İşletme Dergisi, vol. 3, no. 1, 2020, pp. 85-100, doi:10.46737/emid.732024.
Vancouver Gürdin B. ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI. Ekonomi Maliye İşletme Dergisi. 2020;3(1):85-100.