Otel İşletmelerinde Yapay Zekâ Uygulamaları: Sistematik Bir Literatür Taraması

Year 2025, Volume: 22 Issue: 3, 688 - 705, 28.12.2025

İzzet Kılınç

https://doi.org/10.24010/soid.1661239

Abstract

Bu çalışma, otel işletmelerinde yapay zekâ (YZ) uygulamalarının kullanım alanlarını, etkilerini, karşılaşılan zorlukları ve gelişim eğilimlerini sistematik bir bakış açısıyla analiz etmeyi amaçlamaktadır. Web of Science veri tabanında yayımlanan yirmi altı akademik makalenin içerik analizi sonucunda; dört ana tema (uygulama alanları, etkiler, engeller, gelecek yönelimleri), on altı kategori ve elli altı kod tanımlanmıştır. Bulgular, YZ teknolojilerinin operasyonel otomasyonu ötesinde müşteri deneyiminin kişiselleştirilmesi, karar destek süreçleri, sürdürülebilirlik uygulamaları ve çalışan eğitim sistemleri gibi farklı işlevsel alanlarda da yaygın olarak kullanıldığını göstermektedir. Ayrıca YZ'nin verimlilik, gelir artışı ve çevresel performans üzerinde olumlu etkileri bulunurken; çalışanlarda stres, iş güvencesizliği ve etik ikilemler gibi olumsuz sonuçlara da neden olabildiği tespit edilmiştir. Kullanımın önündeki engeller arasında teknik, bireysel, kurumsal ve yasal faktörler öne çıkmaktadır. Gelecek projeksiyonlarında ise üretken YZ, nesnelerin interneti, büyük veri ve bulut sistemleri ile bütünleşik çözümlerin önemi vurgulanmaktadır. Çalışma, YZ’nin otelcilikte stratejik bir dönüşüm aracı haline geldiğini ve teknolojik adaptasyonun insan merkezli ve etik temelli yaklaşımlarla desteklenmesi gerektiğini ortaya koymaktadır.

Keywords

yapay zeka , otel işletmeciliği , sitematik literatür taraması

Artificial Intelligence Applications in Hotel Businesses: A Systematic Literature

Abstract

This study aims to systematically analyze the application areas, impacts, challenges, and development trends of artificial intelligence (AI) implementations in hotel businesses. Based on a content analysis of twenty-six academic articles published in the Web of Science database, four main themes (application areas, impacts, barriers, future directions), sixteen categories, and fifty-six codes were identified. The findings reveal that AI technologies are widely utilized not only for operational automation but also in diverse functional areas such as customer experience personalization, decision support processes, sustainability practices, and employee training systems. Moreover, while AI positively contributes to efficiency, revenue growth, and environmental performance, it may also lead to negative outcomes such as employee stress, job insecurity, and ethical dilemmas. The primary barriers to adoption are categorized as technical, individual, organizational, and legal factors. Future projections highlight the significance of integrated solutions involving generative AI, the Internet of Things (IoT), big data, and cloud systems. The study concludes that AI has emerged as a strategic transformation tool in the hospitality industry and emphasizes that technological adaptation must be supported by human-centered and ethically grounded approaches.

Keywords

Artificial intelligence , hotel businesses , systematic literature review

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