Tourism and Service Robots: A Bibliometric Analysis with Visual Mapping Technique

Öz

Tourism stands out as one of the industries that benefit most from technological developments. Service robots are among the important resources that the tourism industry benefits in this technological process. The aim of the research is to make a bibliometric analysis of studies on tourism and service robots, which is a current topic. Therefore, it is aimed to compile and discuss the literature on this subject, to understand the development course of the current situation and to make suggestions for future research. In this context, the Web of Science database was searched using the words “service robot, robot and tourism, tourist, hospitality” on April 13, 2022. As a result of the search, 178 publications made between 1998-2022 were reached. VOSviewer program was used to analyze the obtained data. According to the findings; it has been determined that the number of studies on tourism and service robots has an increasing trend and the most studies and citations were made in 2021. The studies on this subject; it has been determined that the majority of them are in the type of articles, the most publications are in English, and the most frequently used keyword is “service robots”. Studies on tourism and service robots were mostly published in the field of “Accommodation Leisure Sports and Tourism”. “Hong Kong Polytechnic University” and “Varna Business University” stand out as the institutions that publish the most on this subject. “International Journal of Contemporary Hospitality Management” became both the most published and the most cited journal. Although “Zhong, Lina” was the author with the most collaborations on this subject, “Gretzel, Ulrike” was identified as the author with the most citations. In addition, China and America are the countries that make the most publications, citations and cooperation on tourism and service robots, and they have contributed significantly to the development of the literature.

Anahtar Kelimeler

• Tourism
• Service robot
• Bibliometric analysis
• Web of Science
• VOSviewer

Turizm ve Hizmet Robotları: Görsel Haritalama Tekniği ile Bibliyometrik Bir Analiz

Öz

Turizm teknolojik gelişmelerden en fazla yararlanan endüstrilerden biri olarak ön plana çıkmaktadır. Hizmet robotları ise bu teknolojik süreçte turizm endüstrisinin yararlandığı önemli kaynaklar arasındadır. Araştırmanın amacını, güncel bir konu olan turizm ve hizmet robotları konulu çalışmaların bibliyometrik analizinin yapılması oluşturmaktadır. Dolayısıyla bu konudaki alanyazının derlenip tartışılması, mevcut durumun gelişim seyrinin anlaşılması ve gelecek araştırmalara yönelik önerilerde bulunulması hedeflenmiştir. Bu kapsamda 13 Nisan 2022 tarihinde “service robot, robot and tourism, tourist, hospitality” kelimeleri kullanılarak Web of Science veri tabanında tarama yapılmıştır. Tarama sonucunda 1998-2022 yılları arasında yapılmış 178 yayına ulaşılmıştır. Elde edilen verilerin analiz edilmesinde VOSviewer programı kullanılmıştır. Bulgulara göre; turizm ve hizmet robotları konusunda yapılan çalışmaların sayısının artış eğiliminde olduğu ve en çok çalışmanın ve atıfın 2021 yılında yapıldığı tespit edilmiştir. Bu konuda ele alınan çalışmaların; büyük bir çoğunluğunun makale türünde olduğu, en çok İngilizce dilinde yayının yapıldığı ve en sık kullanılan anahtar kelimenin ise “service robots” olduğu saptanmıştır. Turizm ve hizmet robotları konulu çalışmalar en çok “Konaklama Boş Zaman Spor Turizm” alanında yayımlanmıştır. “Hong Kong Politeknik Üniversitesi” ve “Varna İşletme Üniversitesi” bu konuda en fazla yayın yapan kurumlar olarak ön plana çıkmaktadır. “International Journal of Contemporary Hospitality Management” hem en fazla yayın yapan hem de en fazla atıf alan dergi olmuştur. “Zhong, Lina” bu konudaki en fazla iş birliğine sahip yazar olmasına rağmen “Gretzel, Ulrike” en fazla atıfa sahip yazar olarak saptanmıştır. Ayrıca Çin ve Amerika turizm ve hizmet robotları konusunda en fazla yayın yapan, atıf alan ve iş birliği yapan ülkeler olup alanyazının gelişmesine önemli katkılar sağlamışlardır.

Anahtar Kelimeler

• Turizm
• Hizmet robotu
• Bibliyometrik analiz
• Web of Science
• VOSviewer

Kaynakça

1. Aria, M. and Cuccurullo, C. (2017). Bibliometrix: An R-tool for comprehensive science mapping analysis. Journal of Informetrics, 11(4), 959–975.
2. Benckendorff, P. J., Xiang, Z. and Sheldon, P. J. (2019). Tourism information technology (3rd Edition). Wallingford: CABI.
3. Bowen, J. and Morosan, C. (2018). Beware hospitality industry: The robots are coming. Worldwide Hospitality and Tourism Themes, 10(6), 726-733.
4. Bozkurt Uzan, Ş. ve Sevimli, Y. (2020). Gastronomideki robotik uygulamalar ve yapay zekâ. Tourism and Recreation, 2(2), 46-58.
5. Choi, Y., Choi, M., Oh, M. and 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.
6. Devitt, M. (2019). How can I help you? The emergence of robots in hotels and restaurants. https://www.robotshop.com/community/blog/show/how-can-i-helpyou-the-emergence-of-robots-in-hotels-and-restaurants/, Erişim Tarihi: 12 Nisan 2022.
7. Diodato, V. (2012). Dictionary of bibliometrics. New York: Routledge.
8. Doğan, S. ve Vatan, A. (2019). What do guests think about service robots? A research for reviews on tripadvisor. The Third International Congress on Future of Tourism: Innovation, Entrepreneurship and Sustainability, Mersin, Türkiye.

9. Drexler, N. and Lapré, V. B. (2019). For better or for worse: Shaping the hospitality industry through robotics and artificial intelligence. Research in Hospitality Management, 9(2), 117-120.
10. Ellegaard, O. and Wallin, J. A. (2015). The bibliometric analysis of scholarly production: How great is the impact?. Scientometrics, 105(3), 1809-1831.
11. Engelhardt, K. and Edwards, R. (1992). Human-Robot Integration for Service Robotics. In; Rahimi, M and Karwowski, W. (Eds), Human-Robot Integration (pp.315-346). London: Taylor & Francis Ltd.
12. Goodman, D. and Deis, L. (2005). Web of science (2004 version) and scopus. The Charleston Advisor, 6(3), 5-21.
13. Gürdin, B. (2020). Robonomi ve müşteri memnuniyeti: Hizmet robotlarına ilişkin literatür taraması. Ekonomi Maliye İşletme Dergisi, 3(1), 85-100.
14. Hertzfeld, E. (2018). Alibaba group unveils its first 'future hotel. https://www.hotelmanagement.ne t/tech/alibaba-group-unveils-its-first-future-hotel, Erişim Tarihi: 12 Nisan 2022.
15. Ivanov, S. and Webster, C. (2019). Perceived appropriateness and intention to use service robots in tourism. Proceedings of the International Conference in Nicosia, Cyprus.
16. Ivanov, S., Webster, C. and Berezina, K. (2017). Adoption of robots and service automation by tourism and hospitality companies. Revista Turismo & Desenvolvimento, 27(28), 1501-1517
17. Ivanov, S., Webster, C. and Seyyedi, P. (2018). Consumers' attitudes towards the introduction of robots in accommodation establishments. Tourism, 66(3), 302-317.
18. İbiş, S. (2019). Turizm endüstrisinde robotlaşma. Türk Turizm Araştırmaları Dergisi, 3(3), 403-420.
19. Jacso, P. (2005). As we may search - comparison of major features of the web of science, scopus and google scholar citation-based and citation-enhanced databases. Current Science Association, 89(9), 1537- 1547.
20. Lawani, S. M. (1981). Bibliometrics: Its theoretical foundations, methods and applications. Libri, 31(1), 294- 315.
21. Li, J., Bonn, M. A. and Ye, 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.
22. Liu, X., Zhan, F. B., Hong, S., Niu, B. and Liu, Y. (2013). Repliesto comments on a bibliometric study of earthquake research 1900-2010. Scientometrics, 96(3), 933-936.
23. Lu, L., Cai, R. and Gursoy, D. (2019). Developing and validating a service robot integration willingness scale. International Journal of Hospitality Management, 80, 36–51.
24. Lu, L., Zhang, P. and Zhang, T. C. (2021). Leveraging “human-likeness” of robotic service at restaurants. International Journal of Hospitality Management, 94, 1-9.
25. Murphy, J., Gretzel, U. and Pesonen, J. (2019). Marketing robot services in hos pitality and tourism: The role of anthropomorphism. Journal of Travel & Tourism Marketing, 36(7), 784-795.
26. Murphy, J., Hofacker, C. and 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.
27. Ohlan, R. (2018). Role of information technology in hotel industry. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 3(2), 277-281.
28. Osawa, H., Akiya, N., Koyama, T., Ema, A., Kanzaki, N., Ichise, R. and Kubo, A. (2017). What is real risk and benefit on work with robots? From the analysis of a robot hotel. IEEE International Conference on Human-Robot Interaction, Vienna, Austria.
29. Özgürel, G. ve Kılınç Şahin, S. (2021). Turizmde robotlaşma: Yiyecek-içecek sektöründe robot şefler ve robot garsonlar. OPUS Uluslararası Toplum Araştırmaları Dergisi, 18, 1849-1882.
30. Özkan, A., Akkaya, B. ve Özkan, H. (2020). Hizmet robotu entegrasyon isteklilik (HREİ) ölçeği: Türkçeye uyarlama, geçerlik ve güvenirlik çalışması. BMIJ Business & Management Studies: An International Journal, 8(3), 3710-3750.
31. Pritchard, A. (1969). Statistical bibliography or bibliometrics. Journal of Documentation, 25(4), 348-349.
32. Rogers, E. M. (1995). Diffusion of innovations. New York: Simon & Schuster Press.
33. Sengupta, I. N. (1992). Bibliometrics, informetrics, scientometrics and librametrics: An overview. Libri, 42(2), 75-98.
34. Taylor, S. and Todd, P. A. (1995). Understanding information technology usage: A test of competing models. Information Systems Research, 6(2), 144-176.
35. Trejos, N. (2016). USA today, introducing Connie, Hilton’s new robot concierge. https://www.usatoday.com/story/travel/-roadwarriorvoices/2016/03/09/introducing-connie-hiltons-new-robot-con cierge/81525924/, Erişim Tarihi: 12 Nisan 2022.
36. Tung, V. W. S. and Au, N. (2018). Exploring customer experiences with robotics in hospitality. International Journal of Contemporary Hospitality Management, 30(7), 2680–2697.
37. Tuomi, A., Tussyadiah, I. and Stienmetz, J. (2020). Service robots and the changing roles of employees in restaurants: A cross cultural study. E-Review of Tourism Research, 17(5), 662–673.
38. Tussyadiah, I. (2020). A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism. Annals of Tourism Research, 81, 1-13.
39. Tussyadiah, I. P., Zach, F. J. and Wang, J. (2020). Do travelers trust intelligent service robots? Annals of Tourism Research, 81, 1-14.
40. Van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D. and Petersen, J. A. (2017). Domo arigato mr. roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences. Journal of Service Researh, 20(1), 43–58.
41. Van Eck, N. J. and Waltman, L. (2017). Citation-based clustering of publications using CitNet explorer and VOSviewer. Scientometrics, 111(2), 1053-1070.
42. Van Eck, N. J. and Waltman, L. (2019). VOSviewer manual. Leiden: Universiteit Leiden.
43. Vatan, A. and Doğan, S. (2021). What do hotel employess think about service robots? A qualitative study in Turkey. Tourism Management Perspectives, 37, 1-10.
44. Yalçın Kayıkçı, M. ve Kutluk Bozkurt, A. (2018). Dijital çağda z ve alpha kuşağı, yapay zekâ uygulamaları ve turizme yansımaları. Sosyal Bilimler Metinleri, 1, 54-64.