IMPACTS OF TECHNOLOGICAL DEVELOPMENT ON EMPLOYMENT STRUCTURE OF TOURISM INDUSTRY

Year 2021, , 146 - 165, 31.03.2021

Simge Kömürcü , Selin İşevcan Ertamay , Mehmet Emre Güler

https://doi.org/10.11611/yead.814765

Cited By: 2

Abstract

Purpose: Dynamic development of modern technology is undeniable, and applications resulting from modern technology have already influenced the employment of services in the tourism industry. The purpose of this study is to examine possible structural changes and provide resourceful perspectives with the extent of how far the technological advances brought by Industry 4.0 will substitute for the manpower.
Methodology: The research was conducted using a face-to-face interview technique, which is one of the methods of qualitative research in order to examine the effect of Industry 4.0 on the employment structures of the tourism industry in detail. Semi-structured interviews were conducted by adding some questions that made the study original.
Design/Approach: 17 semi-structured face to face interviews were conducted with tourism industry managers based in Turkey to find out foreseen impacts of current technological improvements on the labour structure of the tourism industry. The reason for conducting a semi-structured interview is that this technique allows the elaboration of the research by asking additional questions, although the questions are determined.
Findings: The results of this study indicate that dehumanization is not possible at all levels of tourism services, and technological developments lead to a task-sharing work environment between the manpower and robots. New occupations emerge while some are being eliminated. Demographic factors are prominent in the technological adaptation of both by customers and employees.
Originality: This study is important in terms of seeing the perspectives of manpower in tourism within the framework of smart industry development and seeing the needs for its development. The conclusion provides managerial and theoretical perspectives resulted from study findings.

Keywords

Dehumanization, Artificial Intelligence, Human-Machine Interaction, Tourism, Industry 4.0

TURİZM ENDÜSTRİSİNDE TEKNOLOJİK GELİŞMELERİN İŞGÜCÜ ÜZERİNDEKİ ETKİLERİ

Abstract

Amaç: Modern teknolojinin dinamik yadsınamaz gelişimi ve modern teknolojiden kaynaklanan uygulamalar turizm endüstrisindeki hizmetlerin kullanımını etkilemektedir. Bu çalışmanın amacı, olası yapısal değişiklikleri incelemek ve Endüstri 4.0'ın getirdiği teknolojik ilerlemelerin insan gücünün yerini ne ölçüde alacağı konusunda bakış açısı sağlamaktır.
Metodoloji: Araştırma, Endüstri 4.0'ın turizm sektörünün istihdam yapısı üzerindeki etkisini detaylı olarak incelemek amacıyla nitel araştırma yöntemlerinden biri olan yüz yüze görüşme tekniği kullanılarak yapılmıştır. Araştırmayı özgün kılan bazı sorular eklenerek yarı yapılandırılmış görüşmeler yapılmıştır.
Tasarım / Yaklaşım: Mevcut teknolojik gelişmelerin turizm sektörünün işgücü yapısı üzerindeki öngörülen etkilerini ortaya çıkarmak için Türkiye'deki turizm sektörü yöneticileri ile 17 yarı yapılandırılmış yüz yüze görüşme yapılmıştır. Yarı yapılandırılmış görüşme yapmanın nedeni, bu tekniğin, sorular belirlenmesine rağmen ek sorular sorarak araştırmanın detaylandırılmasına izin vermesidir.
Bulgular: Bu çalışmanın sonuçları, turizm hizmetlerinin her düzeyinde insandışılaştırmanın mümkün olmadığını ve teknolojik gelişmelerin insan gücü ve robotlar arasında görev paylaşımı bir çalışma ortamına yol açtığını göstermektedir. Bazıları ortadan kaldırılırken yeni meslekler ortaya çıkabilecektir. Hem müşteriler hem de çalışanlar tarafından teknolojik adaptasyonda demografik faktörler öne çıkmaktadır.
Özgünlük: Bu çalışma, turizmdeki insan gücünün akıllı endüstri gelişimi çerçevesinde bakış açısını görmek ve gelişmesi için ihtiyaçları görmek açısından önemlidir. Sonuç, çalışma bulgularından elde edilen yönetsel ve teorik perspektifler sağlayacaktır.

Keywords

İnsandışılaştırma, Yapay Zeka, İnsan-Makine Etkileşimi, Turizm, Endüstri 4.0

References

• Aeppel T. 2015, What clever robots mean for jobs: Experts rethink belief that tech always lifts employment as machines take on skills once thought uniquely human. The Wall Street Journal, Feb. 24. https://www.wsj.com/articles/what-clever-robots-mean-for-jobs-1424835002 retrieved on 30.05.2018
• Brochado, A., Rita, P., & Margarido, A. (2016), “High tech meets high touch in upscale hotels” Journal of Hospitality and Tourism Technology, 7(4), 347-365.
• Budget Travel, 2018, https://www.budgettravel.com/article/high-tech-hotels retrieved on 10.07.2018
• Buhalis, D., Jafari, J., & Werthner, H. (1997), “Information technology and the reengineering of tourism” Annals of Tourism Research, 24(1), 245-247.
• Buhalis, D. (1998), “Strategic use of information technologies in the tourism industry” Tourism management, 19(5), 409-421.
• Buhalis, D., & Law, R. (2008), “Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research” Tourism management, 29(4), 609-623.
• Cascio, W. F., & Montealegre, R. (2016). “How technology is changing work and organizations” Annual Review of Organizational Psychology and Organizational Behavior, 3, 349-375.
• Crompton, W. S. (2007). The Wright Brothers First in Fly. Chelsea House Publishers
• Çakıcı, C., Eryılmaz G., & Özdamar M. (2017). Üniversite düzeyinde turizm eğitimi alan Y ve Z kuşağı öğrencilerinin bilgi-teknoloji uyumunun misafirle doğrudan ve dolaylı departman tercihine etkisi. In Proceedings of the scientific conference “The First International Congress on Future of Tourism: Innovation, Entrepreneurship and Sustainability (Futourism 2017)” 183-194.
• Çobanoglu, C., Berezina, K., Kasavana, M.L. and Erdem, M. (2011), “The impact of technology amenities on hotel guest overall satisfaction”, Journal of Quality Assurance in Hospitality and Tourism, Vol. 12 No. 4, pp. 272-288.
• David, J. S., Grabski, S., & Kasavana, M. (1996), “The productivity paradox of hotel-industry technology” Cornell Hotel and Restaurant Administration Quarterly, 37(2), 64-70.
• DeCanio, S. J. (2016), “Robots and humans–complements or substitutes?” Journal of Macroeconomics, 49, 280-291.
• Demerouti, E., Derks, D., Lieke, L., & Bakker, A. B. (2014), “New ways of working: Impact on working conditions, work–family balance, and well-being” In The impact of ICT on quality of working life (pp. 123-141). Springer, Dordrecht.
• Emmer, R. M., Tauck, C., Wilkinson, S., & Moore, R. G. (2003), “Marketing hotels using global distribution systems” Cornell Hotel and Restaurant Administration Quarterly, 44(5-6), 94-104.
• Eralp, Z. (1983), Genel Turizm, Ankara Üniversitesi Basın Yayın Yüksek Okulu Yayınları:3
• Geisler, R. (2018), Artificial intelligence in the travel & tourism industry adoption and impact (Doctoral dissertation). NOVA – School of Business and Economics, Portugal.
• Goeldner, C. R., & Ritchie, J. B. (2011), Tourism principles, practices, philosophies. John Wiley & Sons. (42-43).
• Gözükeleş İ., (2016), “Bilgisayarlar işimizi elimizden mi alıyor?”, Bilim ve Gelecek, November 153, 50–56.
• Henna Hotel. (2017). http://www.h-n-h.jp/en/concept retrieved on 07.06.2018.
• Hilton Hotels and Resorts. (2017), http://newsroom.hilton.com/corporate retrieved on 07.06.2018.
• Ivanov, S. H., & Webster, C. (2017), “Designing robot-friendly hospitality facilities” In Proceedings of the scientific conference Tourism. Innovations. Strategies (pp. 13-14).
• Ivanov, S. H., Webster, C., & Berezina, K. (2017), “Adoption of robots and service automation tourism and hospitality companies” Revista Turismo & Desenvolvimento, 27/28, 1501-1517.
• Ivanov, S., Webster, C., & Garenko, A. (2018), “Young Russian adults' attitudes towards the potential use of robots in hotels” Technology in Society, 55, 24-32.
• Kaushik, A. K., Agrawal, A. K., & Rahman, Z. (2015), “Tourist behaviour towards self-service hotel technology adoption: Trust and subjective norm as key antecedents” Tourism Management Perspectives, 16, 278-289.
• Koo, H. S. M. (2017), Designing Opportunities for A.I. + Social Robots, https://issuu.com/ mikaylaseunghwa/docs/mikayla__hanna_final_copy.compresse retrieved on 03.06.2018
• Kuo, C. M., Chen, L. C., & Tseng, C. Y. (2017), “Investigating an innovative service with hospitality robots” International Journal of Contemporary Hospitality Management, 29(5), 1305-1321.
• Lam, T., Cho, V., & Qu, H. (2007, “A study of hotel employee behavioral intentions towards adoption of information technology” International Journal of Hospitality Management, 26(1), 49-65.
• Law, R., & Jogaratnam, G. (2005), “A study of hotel information technology applications” International Journal of Contemporary Hospitality Management, 17(2), 170-180.
• Mammadov, R. (2012), “The importance of transportation in tourism sector.” 7th Silk Road International Conference “Challenges and Opportunities of Sustainable Economic Development in Eurasian Countries”, 381-386.
• Mokyr, J. (1998), “The second industrial revolution, 1870-1914.” Storia dell’economia Mondiale, 219-45.
• Murphy, J., Hofacker, C., & Gretzel, U. (2017), “Dawning of the age of robots in hospitality and tourism: challenges for teaching and research” European Journal of Tourism Research, 15, 104-111.
• Murphy, J., Gretzel, U., & Hofacker, C. (2017, May), “Service Robots in Hospitality and Tourism: Investigating Anthropomorphism” In 15th APacCHRIE Conference (Vol. 31).
• Nankervis, A. R., (1993), “Enhancing Productivity in the Australian Hotel Industry: The Role of Human Resource Management” Research and Practice in Human Resource Management, 1(1), 17-39.
• Nyheim, P., & Connolly, D. (2011), Technology strategies for the hospitality industry. Prentice Hall Press. (1-49).
• O’Connor, P., & Murphy, J. (2004). “Research on information technology in the hospitality industry” International Journal of Hospitality Management, 23(5), 473-484.
• Pan, Y., Okada, H., Uchiyama, T., & Suzuki, K. (2015), “On the reaction to Robot’s speech in a hotel public space” International Journal of Social Robotics, 7(5), 911-920.
• Porter, M. E. (2001), Strategy and the Internet” Harward Business Review, 79(3), 62-78.
• Rifkin, J. (1996), The end of work, Social Planning Council of Winnipeg, 141-157.
• Rotman, D. (2013), “How technology is destroying jobs”. Technology Review, 16(4), 28-35.
• Schegg, R., Stangl, B., Fux, M., & Inversini, A. (2013). “Distribution channels and management in the Swiss hotel sector” In Information and Communication Technologies in Tourism 2013(pp. 554-565). Springer, Berlin, Heidelberg.
• Schwab, K. (2017). The fourth industrial revolution. Crown Business, New York.
• Siguaw, J.A. and Enz, C.A. (1999), “Best practices in information technology”, Cornell Hotel and Restaurant Administration Quarterly, 40 (5), 58-71.
• TechCrunch,2014, https://www.youtube.com/watch?v=WIK-_VDPbps&t=4s retrieved on 11.07.2018
• The Cultural Landscape Foundation. (2018). https://tclf.org/pioneer/jacob-bigelow retrieved on 30.05.2018
• The Economist. 2015, “Rise of the machines” The Economist, May 9, pp. 17–21, https://www.economist.com/briefing/2015/05/09/rise-of-the-machines retrieved on 30.05.2018
• The Thomas Cook Group, (2018). https://www.thomascook.com/thomas-cook-history/key-dates/ retrieved on 19.05.2018
• Torun, I. (2003), “Endüstri Toplumu’nun Oluşmasında Etkili Olan Iktisadi ve Sina-i Faktörler” C.Ü. İktisadi ve İdari Bilimler Dergisi, Cilt 4, Sayı 1
• Tung, V. W. S., & Law, R. (2017), “The potential for tourism and hospitality experience research in human-robot interactions” International Journal of Contemporary Hospitality Management, 29(10), 2498-2513.
• Tussyadiah, I. P., & Park, S. (2018), “Consumer Evaluation of Hotel Service Robots” In Information and Communication Technologies in Tourism 2018 (pp. 308-320). Springer, Cham.
• World Economic Forum. (2016), “The future of jobs: Employment, skills and workforce strategy for the fourth industrial revolution” World Economic Forum, Geneva, Switzerland.