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

Year 2023, Volume: 20 Issue: 3, 459 - 475, 30.10.2023

Ercan İnce Miraç Yücel Başer

https://doi.org/10.24010/soid.1261414

Abstract

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.

Keywords

Tourism, Service Robots, Employers

Turizm Sektöründe Hizmet Robotlarının Kullanımı: İşverenler Üzerinde Nicel Bir Araştırma

Abstract

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.

Keywords

Turizm, Hizmet Robotları, İşverenler

Ethical Statement

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

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