Araştırma Makalesi
BibTex RIS Kaynak Göster
Yıl 2022, Cilt: 10 Sayı: 2, 306 - 326, 01.06.2022
https://doi.org/10.30519/ahtr.969999

Öz

Kaynakça

  • Bartneck, C., & Kanda, T. (2007). HRI caught on film. Proceedings of the 2nd ACM/IEEE International Conference on Human-Robot Interaction, Washington DC, (pp 177-183). https://doi.org/10.1145/1228716.1228740
  • Belias, D., & Varelas, S. (2019). To be or not to be? Which is the case with robots in the hotel industry? In A. Kavoura et al. (eds.), Strategic Innovative Marketing and Tourism (pp. 935-941). Springer proceedings in Business and Economics. https://doi.org/10.1007/978-3-030-12453-3_108
  • Bowen, J., & Morosan, C. (2018). Beware hospitality industry: the robots are coming. Worldwide Hospitality and Tourism Themes, 10(6), 726-733. https://doi.org/10.1108/WHATT-07-2018-0045
  • Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3, 77-101.
  • Chen, Y., & Hu, H. (2013). Internet of intelligent things and robot as a service. Simulation Modelling Practice and Theory, 34, 159-171. https://doi.org/10.1016/j.simpat.2012.03.006
  • Choi, S., Liu, S. Q., & Mattila, A. S. (2019). “How may I help you?” Says a robot: Examining language styles in the service encounter. International Journal of Hospitality Management, 82, 32-38. https://doi.org/10.1016/j.ijhm.2019.03.026
  • Fan, A., Wu, L., & Mattila, A. S. (2016). Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context? Journal of Services Marketing, 30(7), 713-723. https://doi.org/10.1108/JSM-07-2015-0225
  • Go, H., Kang, M., & Suh, S. C. (2020). Machine learning of robots in tourism and hospitality: interactive technology acceptance model (iTAM) – cutting edge. Tourism Review, 75(4), 625-636. https://doi.org/10.1108/TR-02-2019-0062
  • Gupta, R. (2018). The hospitable AI: robotics & automation in the hotel space. 4hoteliers.com. Retrieved December 16, 2020, from https://www.4hoteliers.com/features/article/10995.
  • Hertzfeld, E. (2019). Japan’s Henn-na Hotel fires half its robot workforce. Retrieved April 15, 2021, from https://www.hotelmanagement.net/tech/japan-s-henn-na-hotel-fires-half-its-robot-workforce.
  • Hsieh, H.-F., & Shannon, S. E. (2005). Three approaches to qualitative content analysis. Qualitative Health Research, 15(9), 1277-1288. https://doi.org/10.1177/1049732305276687
  • Ivanov, S. (2020). The impact of automation on tourism and hospitality jobs. Information Technology & Tourism, 22, 205-215. https://doi.org/10.1007/s40558-020-00175-1
  • Ivanov, S., & Webster, C. (2019). Perceived appropriateness and intention to use service robots in tourism. In Pesonen, J. & Neidhardt, J. (Eds.), Information and Communication Technologies in Tourism (pp. 237-248). Proceedings of the International Conference in Nicosia, Cyprus, 30.01-01.02.2019.
  • 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. https://doi.org/10.1007/s40558-020-00187-x
  • 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. https://doi.org/10.1016/j.techsoc.2018.06.004
  • Ivanov, S., Webster, C., & Seyyedi, P. (2018). Consumers' attitudes towards the introduction of robots in accommodation establishments. Tourism, 66(3), 302-317.
  • Ivkov, M., Blesic, I., Dudic, B., Pjtinkova Bartakova, G., & Dudic, Z. (2020). Are future professionals willing to implement service robots? Attitudes of hospitality and tourism students towards service robotization. Electronics, 9, 1442. https://doi.org/10.3390/electronics9091442
  • Kala, D., & Bagri, S. C. (2016). Designing the strategy map for hotels with key performance indicators of balanced scorecard using DEMATEL technique. International Journal of Business Excellence, 10(2), 240-263. https://doi.org/10.1504/IJBEX.2016.078005
  • Kim, S., Kim, J., Badu-Baiden, F., Giroux, M., & Choi, Y. (2021). Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic. International Journal of Hospitality Management, 93, 102795. https://doi.org/10.1016/j.ijhm.2020.102795
  • 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. https://doi.org/10.1108/IJCHM-08-2015-0414
  • Li, 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. https://doi.org/10.1016/j.tourman.2019.02.006
  • Manyika, J., Chui, M., Miremadi, M., Bughin, J., George, K., Willmott, P. & Dewhurst, M. (2017). A Future that works: Automation, Employment, and Productivity. McKinsey Global Institute. Retrieved January 11, 2021, from www.mckinsey.com.
  • Meyer, D. (2017). Robots may steal as many as 800 million jobs in the next 13 years. Fortune. Retrieved January 12, 2020, from https://fortune.com/2017/11/29/robots-automation-replace-jobsmckinsey-report-800-million.
  • Mori, M., MacDorman, K. F., & Kageki, N. (2012). The uncanny valley [from the field]. IEEE Robotics & Automation Magazine, 19(2), 98-100.
  • Murphy, J., Gretzel, U., & Pesonen, J. (2019). Marketing robot services in hospitality and tourism: the role of anthropomorphism. Journal of Travel & Tourism Marketing, 36(7), 784-795. https://doi.org/10.1080/10548408.2019.1571983
  • Park, S. (2020). Multifaceted trust in tourism service robots. Annals of Tourism Research, 81, 102888. https://doi.org/10.1016/j.annals.2020.102888
  • Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: the mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3), 247-268. https://doi.org/10.1080/19368623.2019.1645073
  • Ransbotham, S., Kiron, D., Gerbert, P. & Reeves, M. (2017). Artificial intelligence: Closing the gap between ambition and action. MIT Sloan Management Review and The Boston Consulting Group, September 2018. Retrieved June 12, 2021, from https://sloanreview.mit.edu/projects/reshaping-business-with-artificial-intelligence
  • Reis, J., Melão, N., Salvadorinho, J., Soares, B., & Rosete, A. (2020). Service robots in the hospitality industry: The case of Henn-na hotel, Japan. Technology in Society, 63, 101423. https://doi.org/10.1016/j.techsoc.2020.101423
  • Semuels, A. (2018). Robots will transform fast food that might not be a bad thing. The Atlantic. Retrieved March 30, 2021, from https://www.theatlantic.com/magazine/archive/2018/01/iron-chefs/546581/
  • Seyitoğlu, F., & Ivanov, S. (2020). Service robots as a tool for physical distancing in tourism. Current Issues in Tourism, 24(12), 1631-1634. https://doi.org/10.1080/13683500.2020.1774518
  • Simmons, R., Makatchev, M., Kirby, R., Lee, M. K., Fanaswala, I., Browning, B., & Sakr, M. (2011). Believable robot characters. AI Magazine, 32(4), 39–52.
  • Strait, M. K., Aguillon, C., Contreras, V., & Garcia, N. (2017). The public’s perception of humanlike robots: Online social commentary reflects an appearance-based uncanny valley, a general fear of a “Technology Takeover”, and the unabashed sexualization of female-gendered robots. In 2017 26th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN) (pp. 1418–1423). IEEE.
  • Tung, V. W. S., & Au, N. (2018). Exploring customer experiences with robotics in hospitality. International Journal of Contemporary Hospitality Management, 30(7), 2680-2697. https://doi.org/10.1108/IJCHM-06-2017-0322
  • Tussyadiah, I. P., & Park, S. (2018). Consumer evaluation of hotel service robots. In B. Stangl and J. Pesonen (Eds), Information and Communication Technologies in Tourism (pp. 308-320). Springer, Cham.
  • Vatan, A., & Dogan, S. (2021). What do hotel employees think about service robots? A qualitative study in Turkey. Tourism Management Perspectives, 37, 100775. https://doi.org/10.1016/j.tmp.2020.100775
  • Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: four longitudinal field studies. Management Science, 46(2), 186-204.
  • Webster, C. (2021). Demography as a Driver of Robonomics. ROBONOMICS: The Journal of the Automated Economy, 1, 12. Retrieved from https://journal.robonomics.science/index.php/rj/article/view/12
  • World Economic Forum (2020). Travel & Tourism Competitiveness Index. Retrieved March 12, 2021, from https://reports.weforum.org/travel-and-tourism-competitiveness-report-2019/rankings/
  • World Travel & Tourism Council (2020). Economic Impact Reports. Retrieved February 20, 2021, from https://wttc.org/Research/Economic-Impact.
  • Yu, C-E (2020). Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews. Journal of Hospitality Marketing & Management, 29(1), 22-38. https://doi.org/10.1080/19368623.2019.1592733

Tourism & Hospitality Students’ Perception towards the Use of Robots in Service Organizations: A Qualitative study in India

Yıl 2022, Cilt: 10 Sayı: 2, 306 - 326, 01.06.2022
https://doi.org/10.30519/ahtr.969999

Öz

The study examined tourism and hospitality (T&H) students’ perception of the use of service robots in organizations. Using purposive sampling, 80 students of T&H programs were interviewed online, and data was analyzed through thematic analysis. The findings showed that a majority of respondents had shown a favorable perception of robots. While Indian students think that robots may offer several benefits for organizations, T&H entrepreneurs must make provisions to deal with the obstacles associated with robot adoption. The major challenges are employee resistance, technological glitches, services with no human touch, significant operational costs, human-robot interaction, cost of training & repair, and robot-friendly organizational design. They also believe that service organizations should balance the work of employees and robots in such a way where technologies should perform repetitive tasks while employees could deliver warm and personalized services. They prefer humanoid robots in human-touch service industries to humanize services. The study also recommends that educational institutions must incorporate courses on modern technologies into academic programs to meet future challenges and job requirements of the service sector. The findings have several implications, and further research directions are suggested.

Kaynakça

  • Bartneck, C., & Kanda, T. (2007). HRI caught on film. Proceedings of the 2nd ACM/IEEE International Conference on Human-Robot Interaction, Washington DC, (pp 177-183). https://doi.org/10.1145/1228716.1228740
  • Belias, D., & Varelas, S. (2019). To be or not to be? Which is the case with robots in the hotel industry? In A. Kavoura et al. (eds.), Strategic Innovative Marketing and Tourism (pp. 935-941). Springer proceedings in Business and Economics. https://doi.org/10.1007/978-3-030-12453-3_108
  • Bowen, J., & Morosan, C. (2018). Beware hospitality industry: the robots are coming. Worldwide Hospitality and Tourism Themes, 10(6), 726-733. https://doi.org/10.1108/WHATT-07-2018-0045
  • Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3, 77-101.
  • Chen, Y., & Hu, H. (2013). Internet of intelligent things and robot as a service. Simulation Modelling Practice and Theory, 34, 159-171. https://doi.org/10.1016/j.simpat.2012.03.006
  • Choi, S., Liu, S. Q., & Mattila, A. S. (2019). “How may I help you?” Says a robot: Examining language styles in the service encounter. International Journal of Hospitality Management, 82, 32-38. https://doi.org/10.1016/j.ijhm.2019.03.026
  • Fan, A., Wu, L., & Mattila, A. S. (2016). Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context? Journal of Services Marketing, 30(7), 713-723. https://doi.org/10.1108/JSM-07-2015-0225
  • Go, H., Kang, M., & Suh, S. C. (2020). Machine learning of robots in tourism and hospitality: interactive technology acceptance model (iTAM) – cutting edge. Tourism Review, 75(4), 625-636. https://doi.org/10.1108/TR-02-2019-0062
  • Gupta, R. (2018). The hospitable AI: robotics & automation in the hotel space. 4hoteliers.com. Retrieved December 16, 2020, from https://www.4hoteliers.com/features/article/10995.
  • Hertzfeld, E. (2019). Japan’s Henn-na Hotel fires half its robot workforce. Retrieved April 15, 2021, from https://www.hotelmanagement.net/tech/japan-s-henn-na-hotel-fires-half-its-robot-workforce.
  • Hsieh, H.-F., & Shannon, S. E. (2005). Three approaches to qualitative content analysis. Qualitative Health Research, 15(9), 1277-1288. https://doi.org/10.1177/1049732305276687
  • Ivanov, S. (2020). The impact of automation on tourism and hospitality jobs. Information Technology & Tourism, 22, 205-215. https://doi.org/10.1007/s40558-020-00175-1
  • Ivanov, S., & Webster, C. (2019). Perceived appropriateness and intention to use service robots in tourism. In Pesonen, J. & Neidhardt, J. (Eds.), Information and Communication Technologies in Tourism (pp. 237-248). Proceedings of the International Conference in Nicosia, Cyprus, 30.01-01.02.2019.
  • 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. https://doi.org/10.1007/s40558-020-00187-x
  • 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. https://doi.org/10.1016/j.techsoc.2018.06.004
  • Ivanov, S., Webster, C., & Seyyedi, P. (2018). Consumers' attitudes towards the introduction of robots in accommodation establishments. Tourism, 66(3), 302-317.
  • Ivkov, M., Blesic, I., Dudic, B., Pjtinkova Bartakova, G., & Dudic, Z. (2020). Are future professionals willing to implement service robots? Attitudes of hospitality and tourism students towards service robotization. Electronics, 9, 1442. https://doi.org/10.3390/electronics9091442
  • Kala, D., & Bagri, S. C. (2016). Designing the strategy map for hotels with key performance indicators of balanced scorecard using DEMATEL technique. International Journal of Business Excellence, 10(2), 240-263. https://doi.org/10.1504/IJBEX.2016.078005
  • Kim, S., Kim, J., Badu-Baiden, F., Giroux, M., & Choi, Y. (2021). Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic. International Journal of Hospitality Management, 93, 102795. https://doi.org/10.1016/j.ijhm.2020.102795
  • 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. https://doi.org/10.1108/IJCHM-08-2015-0414
  • Li, 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. https://doi.org/10.1016/j.tourman.2019.02.006
  • Manyika, J., Chui, M., Miremadi, M., Bughin, J., George, K., Willmott, P. & Dewhurst, M. (2017). A Future that works: Automation, Employment, and Productivity. McKinsey Global Institute. Retrieved January 11, 2021, from www.mckinsey.com.
  • Meyer, D. (2017). Robots may steal as many as 800 million jobs in the next 13 years. Fortune. Retrieved January 12, 2020, from https://fortune.com/2017/11/29/robots-automation-replace-jobsmckinsey-report-800-million.
  • Mori, M., MacDorman, K. F., & Kageki, N. (2012). The uncanny valley [from the field]. IEEE Robotics & Automation Magazine, 19(2), 98-100.
  • Murphy, J., Gretzel, U., & Pesonen, J. (2019). Marketing robot services in hospitality and tourism: the role of anthropomorphism. Journal of Travel & Tourism Marketing, 36(7), 784-795. https://doi.org/10.1080/10548408.2019.1571983
  • Park, S. (2020). Multifaceted trust in tourism service robots. Annals of Tourism Research, 81, 102888. https://doi.org/10.1016/j.annals.2020.102888
  • Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: the mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3), 247-268. https://doi.org/10.1080/19368623.2019.1645073
  • Ransbotham, S., Kiron, D., Gerbert, P. & Reeves, M. (2017). Artificial intelligence: Closing the gap between ambition and action. MIT Sloan Management Review and The Boston Consulting Group, September 2018. Retrieved June 12, 2021, from https://sloanreview.mit.edu/projects/reshaping-business-with-artificial-intelligence
  • Reis, J., Melão, N., Salvadorinho, J., Soares, B., & Rosete, A. (2020). Service robots in the hospitality industry: The case of Henn-na hotel, Japan. Technology in Society, 63, 101423. https://doi.org/10.1016/j.techsoc.2020.101423
  • Semuels, A. (2018). Robots will transform fast food that might not be a bad thing. The Atlantic. Retrieved March 30, 2021, from https://www.theatlantic.com/magazine/archive/2018/01/iron-chefs/546581/
  • Seyitoğlu, F., & Ivanov, S. (2020). Service robots as a tool for physical distancing in tourism. Current Issues in Tourism, 24(12), 1631-1634. https://doi.org/10.1080/13683500.2020.1774518
  • Simmons, R., Makatchev, M., Kirby, R., Lee, M. K., Fanaswala, I., Browning, B., & Sakr, M. (2011). Believable robot characters. AI Magazine, 32(4), 39–52.
  • Strait, M. K., Aguillon, C., Contreras, V., & Garcia, N. (2017). The public’s perception of humanlike robots: Online social commentary reflects an appearance-based uncanny valley, a general fear of a “Technology Takeover”, and the unabashed sexualization of female-gendered robots. In 2017 26th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN) (pp. 1418–1423). IEEE.
  • Tung, V. W. S., & Au, N. (2018). Exploring customer experiences with robotics in hospitality. International Journal of Contemporary Hospitality Management, 30(7), 2680-2697. https://doi.org/10.1108/IJCHM-06-2017-0322
  • Tussyadiah, I. P., & Park, S. (2018). Consumer evaluation of hotel service robots. In B. Stangl and J. Pesonen (Eds), Information and Communication Technologies in Tourism (pp. 308-320). Springer, Cham.
  • Vatan, A., & Dogan, S. (2021). What do hotel employees think about service robots? A qualitative study in Turkey. Tourism Management Perspectives, 37, 100775. https://doi.org/10.1016/j.tmp.2020.100775
  • Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: four longitudinal field studies. Management Science, 46(2), 186-204.
  • Webster, C. (2021). Demography as a Driver of Robonomics. ROBONOMICS: The Journal of the Automated Economy, 1, 12. Retrieved from https://journal.robonomics.science/index.php/rj/article/view/12
  • World Economic Forum (2020). Travel & Tourism Competitiveness Index. Retrieved March 12, 2021, from https://reports.weforum.org/travel-and-tourism-competitiveness-report-2019/rankings/
  • World Travel & Tourism Council (2020). Economic Impact Reports. Retrieved February 20, 2021, from https://wttc.org/Research/Economic-Impact.
  • Yu, C-E (2020). Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews. Journal of Hospitality Marketing & Management, 29(1), 22-38. https://doi.org/10.1080/19368623.2019.1592733
Toplam 41 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Turizm (Diğer)
Bölüm Araştırma Makalesi
Yazarlar

Devkant Kala 0000-0003-4539-4608

Yayımlanma Tarihi 1 Haziran 2022
Gönderilme Tarihi 12 Temmuz 2021
Yayımlandığı Sayı Yıl 2022 Cilt: 10 Sayı: 2

Kaynak Göster

APA 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. https://doi.org/10.30519/ahtr.969999


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