OTEL İŞLETMELERİNDE ENDÜSTRİ 4.0 TEKNOLOJİLERİNİN KULLANIMI HİZMET KALİTELERİNİ NASIL ETKİLER?

Öz

Endüstri 4.0 tüm sektörleri etkileyip dönüştürdüğü gibi turizm endüstrisindeki otel işletmelerini de etkilemektedir. Yapay zekâ, nesnelerin interneti, büyük veri ve robotik alanındaki hızlı ilerlemeler turizm endüstrisinin değişimi için fırsatlar sunmaktadır. Maliyetlerin düşürülmesi, rekabet gücünün arttırılması ve hizmet kalitesinin arttırılarak müşteri tatmininin sağlanmasında pek çok işletmede olduğu gibi otel işletmelerinde de çeşitli düzeylerde Endüstri 4.0 teknolojilerinden yararlanılması mümkündür. Bu çalışmanın amacı, Endüstri 4.0 ve teknolojilerinin otel işletmelerinde hizmet kalitesini nasıl etkileyebileceğini teorik olarak incelemektir. Çalışma kapsamında Otel-Endüstri 4.0, Hizmet kalitesi-Endüstri 4.0, Otel-Yapay Zeka, Otel-Nesnelerin interneti, Otel-Büyük veri ve Otel-Robotik anahtar sözcükleri DergiPark ve Web of Science veri tabanlarında 15/03/2021 ile 15/04/2021 tarihleri arasında taranmıştır. Yapılan taramada uluslararası alan yazında 468 adet makale olduğu belirlenmiştir. Bu çalışmalardan 23 tanesi hizmet kalitesi kapsamında değerlendirilmiştir. Ulusal alan yazında hizmet kalitesi ve Endüstri 4.0’ın ilişkisini belirlemeye yönelik alan araştırması tespit edilememiştir. Uluslararası alan yazında otel işletmelerinin Endüstri 4.0 ile ilişkili teknolojik değişimlerin sağladığı itici güçlerden yararlanarak hizmet kalitesini arttırabileceği, yeni müşteri deneyimleri yaratabileceği ve rekabet avantajı kazanabileceği belirleyen alan araştırmaları olduğu belirlenmiştir. Özellikle Covid-19 nedeniyle müşterilerin otel işletmelerinde personelden hizmet almak yerine Endüstri 4.0 ile ilişkili teknolojilerin imkânlarından yararlanmayı tercih etmeleri olasıdır. Bu nedenle talebi ve hizmet kalitesini arttırmak için otel işletmelerinde daha fazla Endüstri 4.0 ile ilişkili teknolojilerden yararlanacağı söylenebilir. 

Anahtar Kelimeler

• Otel İşletmeleri
• Endüstri 4.0
• Hizmet Kalitesi

HOW DOES THE USE OF INDUSTRY 4.0 TECHNOLOGIES AFFECT THE QUALITY OF SERVICES IN HOTELS?

Öz

Industry 4.0 affects and transforms all sectors as well as hotel businesses in the tourism sector. Rapid advances in artificial intelligence, the internet of things, big data and robotics provide opportunities for the tourism industry to change. It is possible to benefit from Industry 4.0 technologies at various levels in hotel businesses, as in many businesses, in reducing costs, increasing competitiveness and ensuring customer satisfaction by increasing service quality. This study aims to examine theoretically how Industry 4.0 and its technologies can affect the service quality in hotel businesses. Within the scope of the study, the keywords hotel-Industry 4.0, service quality-Industry 4.0, hotel-artificial intelligence, hotel-internet of things, hotel-big data and hotel-robotics were found in DergiPark and Web of Science databases were scanned between 15/03/2021 and 15/04/2021. In the search, it was determined that there were 468 articles in the international literature. 23 of these studies were evaluated within the scope of service quality. In the national literature, no field research has been determined to determine the relationship between service quality and Industry 4.0. In the international literature, it has been determined that there are field studies that determine that hotel businesses can increase service quality, create new customer experiences and gain competitive advantage by taking advantage of the driving forces provided by the technological changes associated with Industry 4.0. In particular, customers who want to be protected from COVID-19 are likely to prefer to benefit from the opportunities of Industry 4.0 related technologies instead of receiving human service in hotel businesses. Therefore, it can be said that hotel enterprises will benefit from more Industry 4.0 related technologies to increase the demand and service quality.

Anahtar Kelimeler

• Hotels
• Industry 4.0
• Service Quality

Kaynakça

1. Akan, P. (1995). Dimensions of service quality: a study in Istanbul. Managing Service Quality: An International Journal, 5(6), 39-43.
2. Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International journal of hospitality management, 25(2), 170-192.
3. Al-Fuqaha, A., Guizani, M., Mohammadi, M., Aledhari, M., ve Ayyash, M. (2015). Internet of things: A survey on enabling technologies, protocols, and applications. IEEE communications surveys ve tutorials, 17(4), 2347-2376.
4. Alrawadieh, Z., ve Law, R. (2019). Determinants of hotel guests’ satisfaction from the perspective of online hotel reviewers. International Journal of Culture, Tourism and Hospitality Research. 13, 84–97.
5. Balasubramanian, K., ve Ragavan, N. A. (2019). What are the key challenges faced by the Malaysian hospitality and tourism industry in the context of industrial revolution 4.0?. Worldwide Hospitality and Tourism Themes. 11-2, 194-203.
6. Belias, D. (2020). Research Methods on the Contribution of Robots in the Service Quality of Hotels. In Strategic Innovative Marketing and Tourism (pp. 939-946). Springer, Cham.
7. Berkley, B.J. and Gupta, A. (1994), “Improving service quality with information technology”, International Journal of Information Management, 14, 109-21.
8. Berry, L. L., Parasuraman, A., ve Zeithaml, V. A. (1988). The service-quality puzzle. Business horizons, 31(5), 35-43.

9. Borges, A. F., Laurindo, F. J., Spínola, M. M., Gonçalves, R. F., ve Mattos, C. A. (2020). The strategic use of artificial intelligence in the digital era: Systematic literature review and future research directions. International Journal of Information Management, 57, 1-16.
10. Buhalis, D., Harwood, T., Bogicevic, V., Viglia, G., Beldona, S., ve Hofacker, C. (2019). Technological disruptions in services: lessons from tourism and hospitality. Journal of Service Management, 30(4), 484-506.
11. Buhalis, D., ve Leung, R. (2018). Smart hospitality-Interconnectivity and interoperability towards an ecosystem. International Journal of Hospitality Management, 71, 41-50.
12. Buhalis, D., ve Sinarta, Y. (2019). Real-time co-creation and nowness service: lessons from tourism and hospitality. Journal of Travel ve Tourism Marketing, 36(5), 563-582.
13. Carrillat, F. A., Jaramillo, F., ve Mulki, J. P. (2007). The validity of the SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research across five continents. International Journal of Service Industry Management, 18(5), 472-490.
14. Cheng, B. L., ve Rashid, M. Z. A. (2014). Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry. Gadjah Mada International Journal of Business, 15(2), 99-112.
15. Chevers, D., & Spencer, A. (2017). Customer satisfaction in Jamaican hotels through the use of information and communication technology. Worldwide Hospitality and Tourism Themes, 9(1), 70-85.
16. Chiang, A. H., ve Trimi, S. (2020). Impacts of service robots on service quality. Service Business, 14(3), 439-459.
17. Choi, Y., Choi, M., Oh, M., ve Kim, S. (2020). Service robots in hotels: understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing ve Management, 29(6), 613-635.
18. Cobanoglu, C., Berezina, K., Kasavana, M. L., & Erdem, M. (2011). The impact of technology amenities on hotel guest overall satisfaction. Journal of Quality Assurance in Hospitality & Tourism, 12(4), 272-288.
19. Crick, A. P., ve Spencer, A. (2011). Hospitality quality: new directions and new challenges. International Journal of Contemporary Hospitality Management, 23(4), 463-478.
20. Cronin Jr, J. J., ve Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68.
21. Cronin Jr, J. J., ve Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125-131.
22. Çakar, K., ve Aykol, Ş. (2020). Understanding travellers’ reactions to robotic services: a multiple case study approach of robotic hotels. Journal of Hospitality and Tourism Technology, 12(1), 155-174.
23. Çolak, O., ve Karakan, H. İ. (2021). Akıllı otel uygulamaları ve bu uygulamalar hakkında yönetici görüşleri: Gaziantep ili örneği. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, (42), 168-184.
24. Dabestani, R., Shahin, A., & Saljoughian, M. (2017). Evaluation and prioritization of service quality dimensions based on gap analysis with analytic network process. International journal of quality & reliability management, 34 (4), 530-548.
25. Dan Reid, R., ve Sandler, M. (1992). The use of technology to improve service quality: A look at the extent of service improvements to be gained through investments in technology and expanded facilities and programs. Cornell Hotel and Restaurant Administration Quarterly, 33(3), 68-73.
26. Davenport, T. H., ve Ronanki, R. (2018). Artificial intelligence for the real world. Harvard business review, 96(1), 108-116.
27. de Kervenoael, R., Hasan, R., Schwob, A., ve Goh, E. (2020). Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots. Tourism Management, 78, 104042.
28. Duan, Y., Edwards, J. S., ve Dwivedi, Y. K. (2019). Artificial intelligence for decision making in the era of Big Data–evolution, challenges and research agenda. International Journal of Information Management, 48, 63-71.
29. Edgett, S., ve Parkinson, S. (1993). Marketing for service industries-A Revie. Service Industries Journal, 13(3), 19-39.
30. Eskerod, P., Hollensen, S., Morales-Contreras, M. F., ve Arteaga-Ortiz, J. (2019). Drivers for Pursuing Sustainability through IoT Technology within High-End Hotels-An Exploratory Study. Sustainability, 11(19), 5372.
31. Fick, G. R., ve Brent Ritchie, J. R. (1991). Measuring service quality in the travel and tourism industry. Journal of travel research, 30(2), 2-9.
32. Fuentes-Moraleda, L., Díaz-Pérez, P., Orea-Giner, A., Muñoz-Mazón, A., ve Villacé-Molinero, T. (2020). Interaction between hotel service robots and humans: A hotel-specific Service Robot Acceptance Model (sRAM). Tourism Management Perspectives, 36, 100751.
33. Gandomi, A., ve Haider, M. (2015). Beyond the hype: Big data concepts, methods, and analytics. International journal of information management, 35(2), 137-144.
34. Getty, J. M., ve Getty, R. L. (2003). Lodging quality index (LQI): assessing customers’ perceptions of quality delivery. International Journal of Contemporary Hospitality Management, 15(2), 94-104.
35. Ghobadian, A., Speller, S., ve Jones, M. (1994). Service quality: concepts and models. International journal of quality ve reliability management, 11(9), 43-66.
36. Ghobakhloo, M. (2018). The future of manufacturing industry: a strategic roadmap toward Industry 4.0. Journal of Manufacturing Technology Management, 29(6), 910-936.
37. González, M. E. A., Comesaña, L. R., ve Brea, J. A. F. (2007). Assessing tourist behavioral intentions through perceived service quality and customer satisfaction. Journal of business research, 60(2), 153-160.
38. Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44
39. Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of business, 9(3), 10.
40. Gursoy, D., ve Chi, C. G. (2020). Effects of COVID-19 pandemic on hospitality industry: review of the current situations and a research agenda. Journal of Hospitality Marketing and Management, 29(5), 527-529.
41. Haidegger, T., Barreto, M., Gonçalves, P., Habib, M. K., Ragavan, S. K. V., Li, H., Vaccarella, A., Perrone, R. ve Prestes, E. (2013). Applied ontologies and standards for service robots. Robotics and Autonomous Systems, 61(11), 1215-1223.
42. Haywood-Farmer, J. (1988), A conceptual model of service quality. International Journal of Operations ve Production Management, 8(6), 19-29.
43. He, H., ve Li, Y. (2011). CSR and service brand: The mediating effect of brand identification and moderating effect of service quality. Journal of Business Ethics, 100(4), 673-688.
44. Hill, T. P. (1977). On goods and services. Review of income and wealth, 23(4), 315-338.
45. Huang, H. L., Cheng, L. K., Sun, P. C., ve Chou, S. J. (2021). The Effects of Perceived Identity Threat and Realistic Threat on the Negative Attitudes and Usage Intentions Toward Hotel Service Robots: The Moderating Effect of the Robot’s Anthropomorphism. International Journal of Social Robotics, 1-13.
46. Huang, M. H., ve Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155-172.
47. Ivanov, S. H., Webster, C., ve Berezina, K. (2017). Adoption of robots and service automation by tourism and hospitality companies. Revista Turismo ve Desenvolvimento, 27(28), 1501-1517.
48. Ivanov, S. H., ve Webster, C. (2017). Adoption of robots, artificial intelligence and service automation by travel, tourism and hospitality companies–a cost-benefit analysis. Artificial Intelligence and Service Automation by Travel, Tourism and Hospitality Companies–A Cost-Benefit Analysis, 168-177.
49. Ivanov, S., Webster, C., ve Garenko, A. (2018). Young Russian adults' attitudes towards the potential use of robots in hotels. Technology in Society, 55, 24-32.
50. Kim, S. S., Kim, J., Badu-Baiden, F., Giroux, M., ve Choi, Y. (2021). Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic. International Journal of Hospitality Management, 93, 1-12.
51. Kordos, M., ve Berkovic, V. (2020). Applyıng automatıon ın slovak tourısm ındustry–benefıts and ıssues. Ad Alta: Journal of Interdisciplinary Research, 10(1), 132-138.
52. Kornova, G., ve Loginova, E. (2019, January). Service Opportunities in the Development of the Hospitality Services Market in terms of the New Industrialization. In 2nd International Scientific conference on New Industrialization: Global, national, regional dimension (SICNI 2018) (pp. 496-499). Atlantis Press.
53. Kuo, C. M., Chen, L. C., ve Tseng, C. Y. (2017). Investigating an innovative service with hospitality robots. International Journal of Contemporary Hospitality Management, 29(5), 1305-1321.
54. Kuo, C. M., Chen, W. Y., Tseng, C. Y., ve Kao, C. T. (2020). Developing a smart system with Industry 4.0 for customer dissatisfaction. Industrial Management ve Data Systems, 121(6), 1353-1374.
55. Kvist, A. K. J., & Klefsjö, B. (2006). Which service quality dimensions are important in inbound tourism?. Managing Service Quality: An International Journal, 16(5), 520-537.
56. Lai, I. K., Hitchcock, M., Yang, T., ve Lu, T. W. (2018). Literature review on service quality in hospitality and tourism (1984-2014). International Journal of Contemporary Hospitality Management, 30(1), 114-159.
57. Law, R., Leung, R., ve Buhalis, D. (2009). Information technology applications in hospitality and tourism: a review of publications from 2005 to 2007. Journal of travel ve tourism marketing, 26(5-6), 599-623.
58. Lee, I. (2017). Big data: Dimensions, evolution, impacts, and challenges. Business Horizons, 60(3), 293-303.
59. Lee, S. C., Barker, S., & Kandampully, J. (2003). Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives. Managing Service Quality: An International Journal, 13(5), 423-432.
60. Lee, I., ve Lee, K. (2015). The Internet of Things (IoT): Applications, investments, and challenges for enterprises. Business Horizons, 58(4), 431-440.
61. Lee, M., Lee, S. A., ve Koh, Y. (2019). Multisensory experience for enhancing hotel guest experience. International Journal of Contemporary Hospitality Management, 31(11), 4313-4337.
62. Lewis, B. R., ve Mitchell, V. W. (1990). Defining and measuring the quality of customer service. Marketing intelligence ve planning, 8(6), 11-17.
63. Li, J. J., Bonn, M. A., ve 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.
64. Lin, I. Y., ve Mattila, A. S. (2021). The Value of Service Robots from the Hotel Guest’s Perspective: A Mixed-Method Approach. International Journal of Hospitality Management, 94, 1-21.
65. Liu, Y., Teichert, T., Rossi, M., Li, H., ve Hu, F. (2017). Big data for big insights: Investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews. Tourism Management, 59, 554-563.
66. Lu, Y. (2017). Industry 4.0: A survey on technologies, applications and open research issues. Journal of industrial information integration, 6, 1-10.
67. Lukanova, G., ve Ilieva, G. (2019). Robots, artificial intelligence, and service automation in hotels. In Robots, artificial intelligence, and service automation in travel, tourism and hospitality. Emerald Publishing Limited.
68. Luo, Z., ve Qu, H. (2016). Guest-defined hotel service quality and its impacts on guest loyalty. Journal of Quality Assurance in Hospitality ve Tourism, 17(3), 311-332.
69. Lütfi, A., Yalçınkaya, P., ve Bahar, F. (2019). İstanbul'daki Akıllı Otel Uygulamalarının Değerlendirilmesi. MANAS Sosyal Araştırmalar Dergisi, 8(1), 667-678.
70. Mariani, M., Di Fatta, G., ve Di Felice, M. (2018). Understanding customer satisfaction with services by leveraging big data: the role of services attributes and consumers’ cultural background. IEEE Access, 7, 8195-8208
71. Marković, S., ve Raspor Janković, S. (2013). Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry. Tourism and Hospitality Management, 19(2), 149-164.
72. Mei, A. W. O., Dean, A. M., ve White, C. J. (1999). Analysing service quality in the hospitality industry. Managing Service Quality: An International Journal, 9(2), 136-143.
73. Mercan, S., Cain, L., Akkaya, K., Cebe, M., Uluagac, S., Alonso, M., ve Cobanoglu, C. (2020). Improving the service industry with hyper-connectivity: IoT in hospitality. International Journal of Contemporary Hospitality Management, 33(1), 243-262.
74. Muhuri, P. K., Shukla, A. K., ve Abraham, A. (2019). Industry 4.0: A bibliometric analysis and detailed overview. Engineering applications of artificial intelligence, 78, 218-235.
75. Murphy, J., Hofacker, C., ve 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.
76. Nadkarni, S., Kriechbaumer, F., Rothenberger, M., ve Christodoulidou, N. (2019). The path to the Hotel of Things: Internet of Things and Big Data converging in hospitality. Journal of Hospitality and Tourism Technology, 11(1), 93-107.
77. Nam, K., Dutt, C. S., Chathoth, P., Daghfous, A., ve Khan, M. S. (2020). The adoption of artificial intelligence and robotics in the hotel industry: Prospects and challenges. Electronic Markets, 1-22.
78. Oesterreich, T. D., ve Teuteberg, F. (2016). Understanding the implications of digitisation and automation in the context of Industry 4.0: A triangulation approach and elements of a research agenda for the construction industry. Computers in industry, 83, 121-139.
79. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
80. Osei, B. A., Ragavan, N. A., ve Mensah, H. K. (2020). Prospects of the fourth industrial revolution for the hospitality industry: a literature review. Journal of Hospitality and Tourism Technology, 11(3), 479-494.
81. Oztemel, E., ve Gursev, S. (2020). Literature review of Industry 4.0 and related technologies. Journal of Intelligent Manufacturing, 31(1), 127-182.
82. Padilla-Meléndez, A., ve Garrido-Moreno, A. (2014). Customer relationship management in hotels: examining critical success factors. Current issues in tourism, 17(5), 387-396.
83. Padma, P., ve Ahn, J. (2020). Guest satisfaction ve dissatisfaction in luxury hotels: An application of big data. International Journal of Hospitality Management, 84, 1-8.
84. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A Conceptual Model of Service Quality and Its Implication for Future Research", Journal of Marketing, Vol. 49, Fall, pp. 41-50.
85. Parasuraman, A., Zeithaml, V. A., ve Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
86. Patel, K. K., ve Patel, S. M. (2016). Internet of things-IOT: definition, characteristics, architecture, enabling technologies, application ve future challenges. International journal of engineering science and computing, 6(5), 6122-6131.
87. Pelet, J. E., Lick, E., ve Taieb, B. (2019). Internet of Things and artificial intelligence in the hotel industry: which opportunities and threats for sensory marketing?. In International Conference on Advances in National Brand and Private Label Marketing (pp. 154-164). Springer, Cham.
88. Pencarelli, T. (2020). The digital revolution in the travel and tourism industry. Information Technology ve Tourism, 22(3), 455-476.
89. Pereira, A. C., ve Romero, F. (2017). A review of the meanings and the implications of the Industry 4.0 concept. Procedia Manufacturing, 13, 1206-1214.
90. Pham, L., Nguyen, P. T. H., ve Luse, D. (2018). Technology readiness and customer satisfaction in luxury hotels: A case study of Vietnam. International Journal of Entrepreneurship, 22(2), 1-23.
91. Prakash, G. (2019). Understanding service quality: insights from the literature. Journal of Advances in Management Research, 16(1), 64-90.
92. Prentice, C., Dominique Lopes, S., ve Wang, X. (2020a). Emotional intelligence or artificial intelligence–an employee perspective. Journal of Hospitality Marketing ve Management, 29(4), 377-403.
93. Prentice, C., Dominique Lopes, S., ve Wang, X. (2020b). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing ve Management, 29(7), 739-756.
94. Prentice, C., Weaven, S., ve Wong, I. A. (2020). Linking AI quality performance and customer engagement: The moderating effect of AI preference. International Journal of Hospitality Management, 90, 1-10.
95. Ramsaran-Fowdar, R. R. (2007). Developing a service quality questionnaire for the hotel industry in Mauritius. Journal of Vacation Marketing, 13(1), 19-27.
96. Rathmell, J. M. (1966). What is meant by services?. Journal of Marketing, 30(4), 32-36.
97. Rauch, D. A., Collins, M. D., Nale, R. D., ve Barr, P. B. (2015). Measuring service quality in mid-scale hotels. International Journal of Contemporary Hospitality Management, 27(1), 87-106.
98. Roblek, V., Meško, M., ve Krapež, A. (2016). A complex view of industry 4.0. Sage Open, 6(2), 1-11.
99. Rowley, J., & Slack, F. (2004). Conducting a literature review. Management research news, 27(6), 31-39.
100. Roy, P., Ramaprasad, B. S., Chakraborty, M., Prabhu, N., ve Rao, S. (2020). Customer Acceptance of Use of Artificial Intelligence in Hospitality Services: An Indian Hospitality Sector Perspective. Global Business Review, 1-20.
101. Russell, S., ve Norvig, P. (2002). Artificial intelligence: A modern approach.
102. Sagiroglu, S., ve Sinanc, D. (2013, May). Big data: A review. In 2013 international conference on collaboration technologies and systems (CTS) (pp. 42-47). IEEE.
103. Sarı, E. B. (2018). Reflections of industry 4.0 to management of service enterprises: smart hotels. Uluslararası Güncel Turizm Araştırmaları Dergisi, 2(2), 33-40.
104. Schwab, K. (2016). Dördüncü Sanayi Sevrimi. Optimist Yayın Grubu.
105. Shamim, S., Cang, S., Yu, H., ve Li, Y. (2017). Examining the feasibilities of Industry 4.0 for the hospitality sector with the lens of management practice. Energies, 10(4), 499.
106. Shemwell, D. J., Yavas, U., ve Bilgin, Z. (1998). Customer‐service provider relationships: an empirical test of a model of service quality, satisfaction and relationship‐oriented outcomes. International Journal of Service Industry Management, 9(2), 155-168.
107. Sigala, M. (2020). Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research. Journal of business research, 117, 312-321.
108. Ślusarczyk, B. (2018). Industry 4.0: Are we ready?, Polish Journal of Management Studies, 17(1), 232-248.
109. Stankov, U., ve Gretzel, U. (2020). Tourism 4.0 technologies and tourist experiences: a human-centered design perspective. Information Technology ve Tourism, 22(3), 477-488.
110. Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104, 333-339.
111. Şimşek, E., ve Cinnioğlu, H. (2020). Akıllı turizm destinasyonlarındaki otellerin karekod kullanımı: istanbul smart beyoğlu üzerine bir araştırma. Uluslararası Yönetim İktisat ve İşletme Dergisi, 16(3), 675-690.
112. Talón-Ballestero, P., González-Serrano, L., Soguero-Ruiz, C., Muñoz-Romero, S., ve Rojo-Álvarez, J. L. (2018). Using big data from customer relationship management information systems to determine the client profile in the hotel sector. Tourism Management, 68, 187-197.
113. Taylor, S. A., ve Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of retailing, 70(2), 163-178.
114. 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.
115. Wilkins, H., Merrilees, B., ve Herington, C. (2007). Towards an understanding of total service quality in hotels. International Journal of Hospitality Management, 26(4), 840-853.
116. Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., ve Martins, A. (2018). Brave new world: service robots in the frontline. Journal of Service Management, 29(5), 907-931.
117. Wu, H. C. (2013). An empirical study of the effects of service quality, perceived value, corporate image, and customer satisfaction on behavioral intentions in the Taiwan quick service restaurant industry. Journal of Quality Assurance in Hospitality ve Tourism, 14(4), 364-390.
118. Wu, H. C., ve Ko, Y. J. (2013). Assessment of service quality in the hotel industry. Journal of Quality Assurance in Hospitality ve Tourism, 14(3), 218-244.
119. Xiang, Z., Schwartz, Z., Gerdes Jr, J. H., ve Uysal, M. (2015). What can big data and text analytics tell us about hotel guest experience and satisfaction?. International Journal of Hospitality Management, 44, 120-130.
120. Yalçınkaya, P., Atay, L., ve Karakaş, E. (2018). Akıllı turizm uygulamaları. Gastroia: Journal of Gastronomy And Travel Research, 2(2), 85-103.
121. Yang, L., Henthorne, T. L., ve George, B. (2020). Artificial intelligence and robotics technology in the hospitality industry: Current applications and future trends. Digital transformation in business and society, 211-228
122. Yilmaz, I. (2009). Measurement of service quality in the hotel industry. Anatolia, 20(2), 375-386.
123. Ying, S., Chan, J. H., ve Qi, X. (2020). Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis. International Journal of Contemporary Hospitality Management, 32(10), 3249-3269.
124. You, S., ve Robert Jr, L. P. (2018, February). Human-robot similarity and willingness to work with a robotic co-worker. In Proceedings of the 2018 ACM/IEEE International Conference on Human-Robot Interaction (pp. 251-260).
125. Zalama, E., García-Bermejo, J. G., Marcos, S., Domínguez, S., Feliz, R., Pinillos, R., ve López, J. (2014). Sacarino, a service robot in a hotel environment. In ROBOT2013: First Iberian robotics conference (pp. 3-14). Springer, Cham.
126. Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.
127. Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the academy of marketing science, 28(1), 67-85.
128. Zhang, P., Gerdes Jr, J. H., ve Meng, F. (2020). The impact of national culture on hotel guest evaluation–A big data approach. International Journal of Tourism Research, 22(5), 582-592.
129. Zhao, Y., Xu, X., ve Wang, M. (2019). Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews. International Journal of Hospitality Management, 76, 111-121.
130. Zhou, K., Liu, T., ve Zhou, L. (2015). Industry 4.0: Towards future industrial opportunities and challenges. In 2015 12th International conference on fuzzy systems and knowledge discovery (FSKD) (pp. 2147-2152). IEEE.