Robotic Solutions for the Challenges of Human Labor: Managers Perspective

Abstract

Managers have to endure some costs in order to develop human resources, which is one of the most significant providers of organizational performance. These costs are expenditures for human resources activities and customer dissatisfaction caused by work accidents and negative personnel behaviors. This study primarily aims to determine the expenditures made by the managers and the behavior of the employees that disturb the guests. Text mining methods is used to identify cost of human labor and employee behaviors referred to by managers' reviews, and association rules is used to find out common cost and behaviors in managers' reviews. The secondary aim of the study is to investigate the managers' intentions to employ robots to solve human-induced challenges. Contrary to the literature, managers believe that robots cannot contribute to the solution of these problems and they don’t think to work with service robots.

Keywords

• Robotics
• Human labor
• Employee behaviors
• Text mining
• Association rules

References

1. Akkus, G., Arslan, A., Iscen, M., & Isik, B. (2022). A heuristic outlook on the occupational accidents of food & beverage staff in hotels. Journal of Global Business Insights, 7(2), 122-139.
2. Armstrong, M. (2010). Armstrong’s essential human resource management practices: A guide to people management. London: Kogan Page.
3. Awasthi, A., Dhawan, D., & Soyav, M. (2020). Role of employee behaviour in hospitality industry. International Journal of Scientific and Technology Research, 9(1), 2208-2210.
4. Aynalem, S., Birhanu, K., & Tesefay, S. (2016). Employment opportunities and challenges in tourism and hospitality sectors. Journal of tourism & Hospitality, 5(6), 1-5.
5. Ayyildiz, A. Y., Baykal, M., & Koc, E. (2022). Attitudes of Hotel Customers Towards the Use of Service Robots in Hospitality Service Encounters. Technology in Society, 70, 101995.
6. Baum, T. (2015). Human resources in tourism: Still waiting for change?–A 2015 reprise. Tourism Management, 50, 204-212.
7. Beatson, A., Lings, I., & Gudergan, S. (2008). Employee Behaviour and Relationship Quality: Impact on Customers. The Service Industries Journal, 28(2), 211-223.
8. Belanche, D., Casaló, L. V., & Flavián, C. (2021). Frontline Robots in Tourism and Hospitality: Service Enhancement or Cost Reduction? Electronic Markets, 31(3), 477-492.

9. Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J. (2020). Service robot implementation: a theoretical framework and research agenda. The Service Industries Journal, 40(3-4), 203-225.
10. Bettencourt, L. A., & Brown, S. W. (2003). Role stressors and customer-oriented boundary-spanning behaviors in service organizations. Journal of the academy of Marketing Science, 31(4), 394-408.
11. Bhushan, S. (2021). The Impact of Artificial Intelligence and Machine Learning on the Global Economy and Its Implications for the Hospitality Sector in India. Worldwide Hospitality and Tourism Themes, 13(2), 252-259.
12. Carvalho, I., Lopes, S., Madeira, A., Palrão, T., & Mendes, A. S. (2022). Robot Coworkers: The Vision of Future Hoteliers. Human Behavior and Emerging Technologies, 2022, 1-13.
13. Chi, O. H., Denton, G., & Gursoy, D. (2020). Artificially Intelligent Device Use in Service Delivery: A Systematic Review, Synthesis, and Research Agenda. Journal of Hospitality Marketing & Management, 29(7), 757-786.
14. Choi, Y., Choi, M., Oh, M., & Kim, S. (2020). Service Robots in Hotels: Understanding the Service Quality Perceptions of Human-Robot Interaction. Journal of Hospitality Marketing & Management, 29(6), 613-635.
15. Çilingir Ük, Z., Gültekin, Y., Köksal, C., & Doğan, S. (2023). Research to Determine the Potential Use of Humanoid (Anthropomorphic) Robots in Accommodation Facilities. Advances in Hospitality and Tourism Research, https://doi.org/10.30519/ahtr.1152536
16. Darsana, I. M., & Sudjana, I. M. (2022). A Literature Study of Indonesian Tourism Human Resources Development in the Era of Society 5.0. Al-Ishlah: Jurnal Pendidikan, 14(3), 2691-2700.
17. Díaz-Carrión, R., Navajas-Romero, V., & Casas-Rosal, J. C. (2020). Comparing working conditions and job satisfaction in hospitality workers across Europe. International Journal of Hospitality Management, 90, 102631.
18. Dogan, S., & Vatan, A. (2019). Hotel Managers’ Thoughts Towards New Technologies and Service Robots’ at Hotels: A Qualitative Study in Turkey. In C. Cobanoglu, M. Cavusoglu and A. Corbaci (Eds.), Advances in Global Business and Economics, (pp. 382–399). ANAHEI Publishing, Sarasorta.
19. Drexler, N., & Beckman Lapré, V. (2019). For Better or for Worse: Shaping the Hospitality Industry Through Robotics and Artificial Intelligence. Research in Hospitality Management, 9(2), 117-120.
20. Fu, S., Zheng, X., & Wong, I. A. (2022). The perils of hotel technology: The robot usage resistance model. International Journal of Hospitality Management, 102, 103174.
21. Gupta, S., Modgil, S., Lee, C. K., Cho, M., & Park, Y. (2022). Artificial Intelligence Enabled Robots for Stay Experience in the Hospitality Industry in a Smart City. Industrial Management & Data Systems, 122(10), 2331-2350.
22. Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169.
23. Ivanov S. (2019). Ultimate Transformation: How Will Automation Technologies Disrupt the Travel, Tourism and Hospitality Industries? Zeitschrift Fur Tourismuswissenschaft, 11(1), 25–43.
24. Ivanov, S., Seyitoğlu, F., & Markova, M. (2020). Hotel Managers’ Perceptions Towards the Use of Robots: A Mixed-Methods Approach. Information Technology & Tourism, 22, 505-535.
25. Ivanov, S., & Webster, C. (2017). Adoption of Robots, Artificial Intelligence and Service Automation by Travel, Tourism and Hospitality Companies – A Cost-Benefit Analysis. International Scientific Conference on Contemporary Tourism – Traditions and Innovations, 19- 21 October 2017, Sofia University, Sofia.
26. Ivanov, S. (2020). The impact of automation on tourism and hospitality jobs. Information Technology & Tourism, 22, 205-215.
27. Ivanov, S., & Webster, C. (2020). Robots in tourism: A research agenda for tourism economics. Tourism Economics, 26(7), 1065-1085.
28. Ivkov, M., Blešić, I., Dudić, B., Pajtinková Bartáková, G., & Dudić, Z. (2020). Are future professionals willing to implement service robots? Attitudes of hospitality and tourism students towards service robotization. Electronics, 9(9), 1442.
29. Kala, D. (2022). Tourism & hospitality students’ perception towards the use of robots in service organizations: A qualitative study in India. Advances in Hospitality and Tourism Research (AHTR), 10(2), 306–326.
30. Kavurmacı, A., & Demirdelen, D. (2015). Turizm sektöründe işçi sağliği ve çalişan güvenliği [Occupational health and safety in the tourism sector]. In M. A. Çukurçayır, A. Başoda, Ş. Ünüvar, M. Sağır, M. Çiçekdağı, & S. Büyükipekçi (Eds.), I. Avrasya Uluslararası Turizm Kongresi: Güncel Konular, Eğilimler ve Göstergeler, (pp. 26-38). Aybil.
31. Kattara, H. S., Weheba, D., & El-Said, O. A. (2008). The impact of employee behaviour on customers' service quality perceptions and overall satisfaction. Tourism and Hospitality Research, 8(4), 309-323.
32. Kılıçhan, R., & Yılmaz, M. (2020). Artificial Intelligence and Robotic Technologies in Tourism and Hospitality Industry. Erciyes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 50, 353-380.
33. Knani, M., Echchakoui, S., & Ladhari, R. (2022). Artificial intelligence in tourism and hospitality: Bibliometric analysis and research agenda. International Journal of Hospitality Management, 107, 103317.
34. Koo, B., Curtis, C., & Ryan, B. (2021). Examining The Impact Of Artificial Intelligence On Hotel Employees Through Job Insecurity Perspectives. International Journal of Hospitality Management, 95, 102763.
35. Kusluvan, S., Kusluvan, Z., Ilhan, I., & Buyruk, L. (2010). The Human Dimension: A Review of Human Resources Management İssues in the tourism and Hospitality Industry. Cornell Hospitality Quarterly, 51(2), 171-214.
36. Melián-González, S., Gutiérrez-Taño, D., & Bulchand-Gidumal, J. (2021). Predicting the intentions to use chatbots for travel and tourism. Current Issues in Tourism, 24(2), 192-210.
37. 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(2017), 104-111.
38. Li, J. J., Bonn, M. A., & 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.
39. Lin, A., Ma, E., & Chen B.T. (2019). The effect of interactive IT table service on consumer’s Revisit intention. Advances in Hospitality and Tourism Research (AHTR), 7(1), 124-136.
40. Lukanova, G., & Ilieva, G. (2019). Robots, Artificial Intelligence and Service Automation in Hotels. In S. Ivanov and C. Webster (Eds.), Robots, Artificial Intelligence, and Service Automation in Travel, Tourism, and Hospitality (pp.157-183). Bingley: Emerald.
41. Madera, J. M., Dawson, M., Guchait, P., & Belarmino, A. M. (2017). Strategic human resources management research in hospitality and tourism: A review of current literature and suggestions for the future. International journal of contemporary hospitality management, 29(1), 48-67.
42. Manthiou, A., Klaus, P., Kuppelwieser, V. G., & Reeves, W. (2021). Man vs Machine: Examining the Three Themes of Service Robotics in Tourism and Hospitality. Electronic Markets, 31(3), 511-527.
43. Mariani, M., & Borghi, M. (2021). Customers’ Evaluation of Mechanical Artificial Intelligence in Hospitality Services: A Study Using Online Reviews Analytics. International Journal of Contemporary Hospitality Management, 33(11), 3956-3976.
44. McCartney, G., & McCartney, A. (2020). Rise of the Machines: Towards a Conceptual Service-Robot Research Framework for the hospitality and Tourism Industry. International Journal of Contemporary Hospitality Management, 32(12), 3835-3851.
45. Meriç, S., & Babur, Y. (2020). Factors Affecting Employee Satisfaction: A Research on Hotels. Electronic Journal of Social Sciences, 19(74), 812-827.
46. Pizam, A., Ozturk, A. B., Balderas-Cejudo, A., Buhalis, D., Fuchs, G., Hara, T., ... & Chaulagain, S. (2022). Factors affecting hotel managers’ intentions to adopt robotic technologies: A global study. International Journal of Hospitality Management, 102, 103139.
47. Prentice, C., Dominique Lopes, S., & Wang, X. (2020). The Impact of artificial İntelligence and Employee Service Quality on Customer Satisfaction and Loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756.
48. Poulston, J. M. (2009). Working conditions in hospitality: Employees' views of the dissatisfactory hygiene factors. Journal of Quality Assurance in Hospitality & Tourism, 10(1), 23-43.
49. Rapidminer (2023). Content Library: All Courses, Path and Micro-Learning Elements. Retrieved April 26, 2023, from https://academy.rapidminer.com
50. Seyitoğlu, F., Ivanov, S., Atsız, O., & Çifçi, İ. (2021). Robots as restaurant employees-A double-barrelled detective story. Technology in Society, 67, 101779.
51. Tiwari, V., Srivastava, S., & Kumar, D. (2019). Adoption of HRM Practices: A practical model-case study of a hotel. IOSR Journal of Business and Management (IOSR-JBM), 21(4), 59-63.
52. Touni, R., & Magdy, A. (2020). The Application of Robots, Artificial Intelligence, and Service Automation in the Egyptian Tourism and Hospitality Sector (Possibilities, Obstacles, Pros, and Cons). Journal of Association of Arab Universities for Tourism and Hospitality, 19(3), 269-290.
53. Tsaur, S. H., & Lin, Y. C. (2004). Promoting Service Quality in Tourist Hotels: The Role of HRM Practices and Service Behavior. Tourism Management, 25(4), 471-481.
54. 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.
55. Tussyadiah, I. P., & Park, S. (2018). Consumer evaluation of hotel service robots. In Information and Communication Technologies in Tourism 2018: Proceedings of the International Conference in Jönköping, Sweden, January 24-26, 2018. (pp. 308-320). Springer International Publishing.
56. Webster, C., & Ivanov, S. (2020). Demographic Change as a Driver for Tourism Automation. Journal of Tourism Futures, 6(3), 263-270.
57. Wirtz, J., & Jerger, C. (2016). Managing service employees: Literature review, expert opinions, and research directions. The Service Industries Journal, 36(15-16), 757-788.
58. Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018). Brave New World: Service Robots in The Frontline. Journal of Service Management, 29(5), 907-931.
59. Vatan, A., & Dogan, S. (2021). What Do Hotel Employees Think About Service Robots? A Qualitative Study in Turkey. Tourism Management Perspectives, 37, 100775.
60. Vishwanath, A., Singh, A., Chua, Y. H. V., Dauwels, J., & Magnenat-Thalmann, N. (2019). Humanoid Co-workers: How is it like to Work with a Robot?. In 28th IEEE international conference on robot and human interactive communication (RO-MAN). (pp. 1-6). IEEE. https://doi.org/10.1109/RO-MAN46459.2019.8956421.
61. Yu, C. E. (2020). Human-like Robots as Employees in the Hotel Industry: Thematic Content Analysis of Online Reviews. Journal of Hospitality Marketing & Management, 29(1), 22-38.