The Impact of Artificial Intelligence on the Employment Structure of the Tourism Industry: An Interview with ChatGPT

Year 2023, , 919 - 939, 28.10.2023

Okan Çolak

https://doi.org/10.25204/iktisad.1347642

Abstract

This study aims to investigate the impact of artificial intelligence (AI) on the workforce in the tourism sector, suggest measures that managers and employees can utilize to mitigate the adverse effects of AI, and predict the future of employment in tourism. In the study, the interview technique was used in qualitative research approaches. ChatGPT was used as an interviewer. Eight questions were posed during the interviews using the ChatGPT question screen (https://chat.openai.com/chat). The study showed that artificial intelligence (AI) will emerge in fifteen new job positions within tourism. The study revealed that integrating artificial intelligence (AI) in the tourism industry has several advantages for employees, such as enhancing job satisfaction and commitment, making more informed decisions, reducing their workload and burnout, formulating more effective business strategies and service offerings, continuing professional development, discover new career paths, and acquiring practical problem-solving abilities. The study highlighted that AI has potentially adverse effects on employees on subjects, including job displacement, job mismatches, skills gap, reskilling challenges, adopting, creativity, decision-making, workload, burnout, ethical, fairness, job performance, job satisfaction, sense of monotony, career advancement, and identity lost.

Keywords

Tourism, artificial intelligence, ChatGPT, employment

Yapay Zekanın Turizm Sektörünün İstihdam Yapısına Etkisi: ChatGPT ile Bir Söyleşi

Abstract

Bu çalışma, yapay zekanın turizm sektöründeki işgücü üzerindeki etkisini araştırmayı, yapay zeka (YZ)'nın olumsuz etkilerini azaltmak için yöneticilerin ve çalışanların yapabilecekleri eylemleri önermeyi ve turizmde istihdamın geleceğini tahmin etmeyi amaçlamaktadır. Çalışmada nitel araştırma yaklaşımlarından görüşme tekniği kullanılmıştır. Görüşmeci olarak ChatGPT kullanılmıştır. Görüşmeler sırasında ChatGPT soru ekranı kullanılarak sekiz soru yöneltilmiştir (https://chat.openai.com/chat). Çalışma, yapay zekanın (YZ) turizmde on beş yeni iş pozisyonunda ortaya çıkacağını göstermiştir. Çalışma, yapay zekanın turizm endüstrisine entegre edilmesinin çalışanlar için iş tatmini ve bağlılığı artırma, daha bilinçli kararlar alma, iş yüklerini ve tükenmişliklerini azaltma, daha etkili iş stratejileri ve hizmet teklifleri formüle etme, mesleki gelişimlerine devam etme, yeni kariyer yolları keşfetme ve pratik problem çözme becerileri kazanma gibi çeşitli avantajları olduğunu ortaya koymuştur. Çalışma, yapay zekanın çalışanlar üzerinde iş değiştirme, iş uyumsuzlukları, beceri açığı, yeniden beceri kazandırma zorlukları, benimseme, yaratıcılık, karar verme, iş yükü, tükenmişlik, etik, adalet, iş performansı, iş tatmini, monotonluk hissi, kariyer ilerlemesi ve kimlik kaybı gibi konularda potansiyel olarak olumsuz etkileri olduğunu vurgulamıştır.

Keywords

Turizm, yapay zekâ, ChatGPT, istihdam

References

• Acemoglu, D. and Restrepo, P. (2020). The wrong kind of AI? Artificial intelligence and the future of labour demand. Cambridge Journal of Regions, Economy and Society, 13(1), 25-35. https://doi.org/10.1093/cjres/rsz022
• Aghion, P., Antonin, C. and Bunel, S. (2019). Artificial intelligence, growth and employment: The role of policy. Economie et Statistique / Economics and Statistics, 510-511-512, 149-164. https://doi.org/10.24187/ecostat.2019.510t.1994
• Atar, A. (2020). Gelenekselden dijitale turizm sektörü. Türk Turizm Araştırmaları Dergisi, 4(2), 1640-1654. https://doi.org/10.26677/TR1010.2020.417
• Baum, T., Solnet, D., Robinson, R. and Mooney, S. K. (2020). Tourism employment paradoxes, 1946-2095: A perspective article. Tourism Review, 75(1), 252-255. https://doi.org/10.1108/TR-05-2019-0188
• Bisoi, S., Roy, M. and Samal, A. (2020). Impact of artificial intelligence in the hospitality industry. International Journal of Advanced Science and Technology, 29(5), 4265-4276. http://sersc.org/journals/index.php/IJAST/issue/view/274
• Boyd, R. and Holton, R. J. (2018). Technology, innovation, employment and power: Does robotics and artificial intelligence really mean social transformation? Journal of Sociology, 54(3), 331–345. https://doi.org/10.1177/1440783317726591
• Budak, N. (2021). Geleceğin meslekleri ve dijital beceriler. C. S. Öz (Ed.), In, Çalışma ekonomisi ve endüstri ilişkileri seçme yazılar – V (s. 283-312). Sakarya : Değişim Yayınları.
• 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.
• Carvalho, I. and Ivanov, S. (2023). Chatgpt for tourism: Applications, benefits and risks. Tourism Review. Early online publication. https://doi.org/10.1108/TR-02-2023-0088
• Demir, Ç. (2021). Konaklama işletmelerinin iş süreçlerinde yapay zekâ teknolojileri ve akıllı otel uygulamaları: Avantajlar ve dezavantajlar. Journal of Tourismand Gastronomy Studies, 9(1), 203-219. https://doi.org/10.21325/jotags.2021.785
• Dengiz, C. C., Dengiz, Y., Doğan, M. Y. and Doğan, H. (2021). Yapay zeka eksenli istihdam riski ve çözüm önerisi: Evrensel temel gelir üzerine bir inceleme. Ö. Gökkaya, İ. Kiliçaslan, B. Demir, and M. Of (Ed.), In, International marmara social sciences congress (Spring) 2021 proceedings e-book (s. 84-91). Kocaeli: IMASCONGRESS.
• Dumitru, D. (2023). A fundamental insight over the consequences of artificial intelligence on the tourism industry. Revista de turism-studii si cercetari in turism(35), 1-8. http://www.revistadeturism.ro/rdt/article/view/618
• Dwivedi, Y. K., Pandey, N., Currie, W. and Micu, A. (2023). Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: Practices, challenges and research agenda. International Journal of Contemporary Hospitality Management. Early online publication. https://doi.org/10.1108/ijchm-05-2023-0686
• Erul, E. and Işın, A. (2023). Chatgpt ile sohbetler: Turizmde ChatGPT'nin önemi. Journal of Tourism and Gastronomy Studies, 11(1), 780-793. https://doi.org/10.21325/jotags.2023.1217
• Fu, S., Zheng, X. and Wong, I. A. (2022). The perils of hotel technology: The robot usage resistance model. International Journal of Hospitality Management, 102(103174), 1-11. https://doi.org/10.1016/j.ijhm.2022.103174
• Fusté-Forné, F. and Orea-Giner, A. (2023). Gastronomy in tourism management and marketing: An interview with ChatGPT. Robonomics: The Journal of The Automated Economy, (4), 1-13. https://www.journal.robonomics.science/index.php/rj/article/view/42
• Gursoy, D. (2018). Future of hospitality marketing and management research. Tourism Management Perspectives, (25), 185-188. https://doi.org/10.1016/j.tmp.2017.11.008
• Huang, A., Chao, Y., Velasco, E. D., Bilgihan, A. and Wei, W. (2022). When artificial intelligence meets the hospitality and tourism industry: An assessment framework to inform theory and management. Journal of Hospitality and Tourism Insights, 5(5), 1080-1100. https://doi.org/10.1108/JHTI-01-2021-0021
• İrhan, H. B. (2021). Yapay zeka ve istihdam: Covid.19 sürecinde OECD ülkeleri istihdam değerlendirmesi. Dumlupınar Üniversitesi İİBF Dergisi, (8), 25-34. https://dergipark.org.tr/en/download/article-file/2273222
• Khaliq, A., Waqas, A., Nisar, Q. A., Haydar, Ş. and Asghar, Z. (2022). Application of AI and robotics in hospitality sector: A resource gain and resource loss perspective. Technology in Society, 68(101807), 1-10. https://doi.org/10.1016/j.techsoc.2021.101807
• Kong, H., Yuan, Y., Baruch, Y., Bu, N., Jiang, X. and 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. https://doi.org/10.1108/IJCHM-07-2020-0789
• Koo, B., Curtis, C. and Ryan, B. (2021). Examining the impact of artificial intelligence on hotel employees through job insecurity perspectives. International Journal of Hospitality Management, 95(102763), 1-12. https://doi.org/10.1016/j.ijhm.2020.102763
• Kömürcü, S., Ertamay, S. İ. and Güler, M. E. (2021). Impacts of technological development on employment structure of tourism industry. Journal of Management and Economics Research, 19(1), 146-165. https://doi.org/10.11611/yead.814765
• Li, J., Bonn, M. A. and 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. https://doi.org/10.1016/j.tourman.2019.02.006
• Liang, X., Guo, G., Shu, L., Gong, Q. and Luo, P. (2022). Investigating the double-edged sword effect of AI awareness on employee’s service innovative behavior. Tourism Management, 92(104564), 1-14. https://doi.org/10.1016/j.tourman.2022.104564
• Malik, N., Tripathi, S. N., Kar, A. K. and Gupta, S. (2022). Impact of artificial intelligence on employees working in industry 4.0 led organizations. International Journal of Manpower, 43(2), 334-354. https://doi.org/10.1108/IJM-03-2021-0173
• Manyika, J., Lund, S., Chui, M., Bughin, J., Woetzel, J., Batra, P., . . . Sanghvi, S. (2017). Jobs lost, jobs gained: What the future of work will mean for jobs, skills, and wages. Mckinsey Global Institute. https://www.mckinsey.com/featured-insights/future-of-work/jobs-lost-jobs-gained-what-the-future-of-work-will-mean-for-jobs-skills-and-wages
• Mikalef, P. and Gupta, M. (2021). Artificial intelligence capability: Conceptualization, measurement calibration, and empirical study on its impact on organizational creativity and firm performance. Information & Management, 58(103434), 1-20. https://doi.org/10.1016/j.im.2021.103434
• Misican, D. Ö. (2020). İnsan kaynakları profesyonellerinin perspektifinden dijitalleşen çalışma hayatında yapay zekâ işgücü için hangi yol ayrımında?. Journal of Academic Value Studies, 6(2), 152-175. http://dx.doi.org/10.29228/javs.42120
• Nam, K., Dutt, C. S., Chathoth, P., Daghfous, A. and Khan, M. S. (2021). The adoption of artificial intelligence and robotics in the hotel industry: Prospects and challenges. Electronic Markets, (31), 553-574. https://doi.org/10.1016/j.im.2021.103434
• Nguyen, T.-M. and Malik, A. (2022). A two-wave cross-lagged study on AI service quality: The moderating effects of the job level and job role. British Journal of Management, (33), 1221–1237. https://doi.org/10.1111/1467-8551.12540
• OECD. (2023). Key facts and figures (infographic). In OECD, OECD employment outlook 2023: artificial intelligence and labor market. OECD iLibrary.
• Office for National Statistics. (2019). Which occupations are at highest risk of being automated? https://www.ons.gov.uk/employmentandlabourmarket/peopleinwork/employmentandemployeetypes/articles/whichoccupationsareathighestriskofbeingautomated/2019-03-25
• Petropoulos, G. (2018). The impact of artificial intelligence on employment. M. Neoufeind, J. O'Reilly, and F. Ranft (Ed.), In, Work in the digital age: Challenges of the fourth industrial revolution (s. 119-132). London: Rowman & Littlefield International Ltd.
• Prentice, C., Lopes, S. D. and Wang, X. (2020). Emotional intelligence or artificial intelligence–an employee perspective. Journal of Hospitality Marketing & Management, 26(9), 377-403. https://doi.org/10.1080/19368623.2019.1647124
• Qiu, H., Li, M., Bai, B., Wang, N. and Li, Y. (2022). The impact of AI-enabled service attributes on service hospitableness: the role of employee physical and psychological workload. International Journal of Contemporary Hospitality Management, 34(2), 1374-1398. https://doi.org/10.1108/IJCHM-08-2021-0960
• Rospigliosi, P. A. (2023). Artificial intelligence in teaching and learning: What questions should we ask of Chatgpt? Interactive Learning Environments, 31(1), 1-3. https://doi.org/10.1080/10494820.2023.2180191
• Rydzik, A. and Kissoon, C. S. (2022). Decent work and tourism workers in the age of intelligent automation and digital surveillance. Journal of Sustainable Tourism, 30(12), 2860-2877. https://doi.org/10.1080/09669582.2021.1928680
• Sayed, E., Yasin, A., Elsayed, A., Ezzat, H. and Elsayed, O. (2022). Man vs. machine: exploring the impact of artificial intelligence adoption on employees' service quality. Journal of the Faculty of Tourism and Hotels-University of Sadat City, 6(1/2), 23-41. https://mfth.journals.ekb.eg/article_238093_5a64ecf25c598868a720f34e6ec6028b.pdf?lang=en
• Shaukat, K., Iqbal, F., Alam, T. M., Aujla, G. K., Devnath, L., Khan, A. G., . . . Rubab, A. (2020). The impact of artificial intelligence and robotics on the future employment opportunities. Trends in Computer Science and Information Technology, 5(1), 50-54. https://dx.doi.org/10.17352/tcsit.000022
• Sheikhi, M. (2022). Yapay zeka kullanımının iş piyasasına etkisi. Journal of Economics and Political Sciences, 2(1), 102-111. https://dergipark.org.tr/en/download/article-file/2702262
• Tiftik, C. (2021). İnsan kaynakları yönetiminde yapay zekâ teknolojileri ve uygulamaları. IBAD Sosyal Bilimler Dergisi, (9), 374-390. https://doi.org/10.21733/ibad.833256
• Topsakal, Y., Yüzbaşıoğlu, N. and Çuhadar, M. (2018). Endüstri devrimleri ve turizm: Türkiye turizm 4.0 SWOT analizi ve geçiş süreci önerileri. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 23, 1623-1638. https://dergipark.org.tr/en/pub/sduiibfd/issue/53210/714768
• Tschang, F. T. and Almirall, E. (2021). Artificial intelligence as augmenting automation: Implications for employment. Academy of Management Perspective, 35(4), 642-659. https://doi.org/10.5465/amp.2019.0062
• Tuo, Y., Ning, L. and Zhu, A. (2021). How artificial intelligence will change the future of tourism industry: The practice in China. (Ed.) W. Wörndl, C. Koo and J. L. Stienmentz In, Information and Communication Technologies in Tourism 2021 (pp. 83-94). Cham, Switzerland: Springer Nature.
• Tussyadiah, I. (2020). 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), 1-13. https://doi.org/10.1016/j.annals.2020.102883
• Vatan, A. and Doğan, S. (2021). What do hotel employees think about service robots? A qualitative study in Turkey. Tourism Management Perspectives, 37(100775), 1-10. https://doi.org/10.1016/j.tmp.2020.100775
• Wang, H., Zhang, H., Chen, Z., Zhu, J. and Zhang, Y. (2022). Influence of artificial intelligence and robotics awareness on employee creativity in the hotel industry. Frontiers in Psychology, 13(834160), 1-12. https://doi.org/10.3389/fpsyg.2022.834160
• World Economic Forum. (2020). The Future of Jobs 2020 Report. https://www3.weforum.org/docs/WEF_Future_of_Jobs_2020.pdf
• Wu, W., Chin, W. and Liu, Y. (2022). Technostress and the smart hospitality employee. Journal of Hospitality and Tourism Technology, 13(3), 404-426. https://doi.org/10.1108/JHTT-01-2021-0032
• Yu, H., Shum, C., Alcorn, M., Sun, J. and He, Z. (2022). Robots can’t take my job: Antecedents and outcomes of Gen Z employees’ service robot risk awareness. International Journal of Contemporary Hospitality Management, 34(8), 2971-2988. https://doi.org/10.1108/IJCHM-10-2021-1312
• Zhao, H., Lan, J., Lyu, T. and Zeng, G. (2022). Working with artificial intelligence surveillance during the COVID-19 pandemic: A mixed investigation of the influence mechanism on job engagement in hospitality industry. Current Issues in Tourism, 26(20), 1-18. https://doi.org/10.1080/13683500.2022.2117593