ROBONOMİ VE MÜŞTERİ MEMNUNİYETİ: HİZMET ROBOTLARINA İLİŞKİN LİTERATÜR TARAMASI

Yıl 2020, , 85 - 100, 30.06.2020

Bahar Gürdin

https://doi.org/10.46737/emid.732024

Cited By: 4

Öz

İnsanların zihinsel veya fiziksel olarak zorlandıkları, yapamadıkları veya yapmak istemedikleri, riskli buldukları işleri yerine getirmek üzere geliştirilen robotlar, yapay zekâyla da desteklendikten sonra çeşitli sektörlerdeki işletmelerce artan bir oranda talep edilir hale gelmişlerdir.
Robotlar, günlük hayatın bir parçası olarak havaalanlarında, okullarda, otellerde vs. kullanılarak hizmet sektöründe yerlerini almış ve ekonominin önemli bir parçası haline gelmişlerdir. Ekonomide robotların, yapay zekânın ve otomasyonun etkinleşmesiyle robot temelli ekonomi anlamına gelen robonomi kavramı ortaya çıkmıştır.
Çalışmada, Türkçe kaynaklarda robonomi ile hizmet robotlarına ilişkin kavramsal bir alt yapının oluşturulması ve mevcut literatürün taranmasıyla bu konu üzerine çalışacak araştırmacılara ışık tutmak amaçlanmaktadır.
Çalışmada Web of Science (WoS) veri tabanında taranan dergiler incelemeye alınmış, hizmet robotlarına yönelik müşteri memnuniyeti ve tüketici tutumuna ilişkin yayınların literatür taraması gerçekleştirilmiştir.

Anahtar Kelimeler

Hizmet, Robot, Robonomi, Müşteri Memnuniyeti, Tüketici Tutumu

Kaynakça

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