Araştırma Makalesi
BibTex RIS Kaynak Göster

Hizmet Robotları Hakkında Ampirik Çalışmaların Sistematik Bir İncelemesi

Yıl 2024, Cilt: 27 Sayı: 2, 469 - 484, 29.11.2024
https://doi.org/10.29249/selcuksbmyd.1472429

Öz

Bu çalışmanın amacı hizmet robotlarıyla ilgili yapılan çalışmaların yayımlandıkları yıllar, yapıldığı ülkeler, çalışmaların metodolojisi, çalışmalarda kullanılan modeller/teoriler ve çalışmalardaki değişkenler açısından bibliyometrik analizinin gerçekleştirilerek aralarındaki ilişkilerin incelenmesidir. Çalışma için 38 makale seçilmiş VOSviewer paket programı ile analiz gerçekleştirilmiştir. Elde edilen bulgularda en fazla çalışmanın 2023 yılında yapıldığı anlaşılmıştır. Buna göre bu konuyla ilgili gelecekte çok daha fazla çalışmanın yapılacağı düşünülmektedir. Elde edilen başka bir sonuca göre 12 çalışma ile en fazla çalışma Güney Kore’de yapılmış, en fazla çalışmanın yapıldığı ikinci ülke Amerika Birleşik Devletleri, en fazla çalışmanın yapıldığı üçüncü ülke ise Çin olmuştur. Ancak bağlantı gücüne bakıldığında Güney Kore’nin sıfır bağlantısı olduğu görülmüştür. Teknolojik olarak oldukça ilerde olan bu üç devlette en fazla çalışmanın yapılması şaşırtıcı olmamıştır. Çalışmaların metodolojisine bakıldığında en fazla anket ve yapısal eşitlik modellemesinin kullanıldığı anlaşılmıştır. En çok kullanılan teori/model ise teknoloji kabul modeli olmuştur. En çok kullanılan değişkenlerin tutum ve kullanım niyeti olduğu bu değişkenlerin ayrıca bağlantı gücünün çok yüksek olduğu görülmüştür.

Kaynakça

  • Acemoglu, D., & Restrepo, P. (2020). Robots and jobs: Evidence from US labor markets. Journal of Political Economy, 128(6), 2188–2244. https://doi.org/10.1086/705716
  • Afsheen, S., Fathima, L., Khan, Z., & Elahi, M. (2018). A self-sufficient waiter robot for serving in restaurants. International Journal for Advance Research and Development, 3(5), 57–67.
  • Alotaibi, S., Shafieizadeh, K., & Alsumait, K. (2022). Customers’ perceptions toward service robots at restaurants: The moderating role of consumer innovativeness and the mediating role of perceived hedonic benefits. Journal of Quality Assurance in Hospitality & Tourism, 1–23. https://doi.org/10.1080/1528008X.2022.2161693
  • Amlan, H. A., Hassan, S. A., & Alias, N. E. (2023). Discovering the global landscape of vulnerability assessment method of transportation network studies: A bibliometric review. Physics and Chemistry of the Earth, Parts A/B/C, 103, 336. https://doi.org/10.1016/j.pce.2022.103336
  • Aydın, İ. (2021). Investigation of the effect of robot waiter usage desire on word of mouth communication and robot waiter usage attitude in restaurants. Turkish Business Journal, 2(4), 93–105. https://doi.org/10.51727/tbj.1025863
  • Behl, A., Jayawardena, N., Pereira, V., Islam, N., Del Giudice, M., & Choudrie, J. (2022). Gamification and e-learning for young learners: A systematic literature review, bibliometric analysis, and future research agenda. Technological Forecasting and Social Change, 176, 121445. https://doi.org/10.1016/j.techfore.2021.121445
  • Broadus, R. N. (1987). Toward a definition of “bibliometrics”. Scientometrics, 12(5), 373–379. https://doi.org/10.1007/BF02016680
  • Byrd, K., Fan, A., Her, E., Liu, Y., Almanza, B., & Leitch, S. (2021). Robot vs human: Expectations, performances and gaps in off-premise restaurant service modes. International Journal of Contemporary Hospitality Management, 33(11), 3996–4016. http://dx.doi.org/10.1108/IJCHM-07-2020-0721
  • Byrne, K., & Marín, C. (2018). Human trust in robots when performing a service. In 2018 IEEE 27th International Conference on Enabling Technologies: Infrastructure for Collaborative Enterprises (WETICE) (pp. 9–14). IEEE. https://doi.org/10.1109/WETICE.2018.00009
  • Cha, S. S. (2020). Customers’ intention to use robot-serviced restaurants in Korea: Relationship of coolness and MCI factors. International Journal of Contemporary Hospitality Management, 32(9), 2947–2968. http://dx.doi.org/10.1108/IJCHM-01-2020-0046
  • Chen, C. F., & Girish, V. G. (2023). Investigating the use experience of restaurant service robots: The cognitive–affective–behavioral framework. International Journal of Hospitality Management, 111, 103482. https://doi.org/10.1016/j.ijhm.2023.103482
  • Cheong, A., Lau, M. W. S., Foo, E., Hedley, J., & Bo, J. W. (2016). Development of a robotic waiter system. IFAC-PapersOnLine, 49(21), 681–686. https://doi.org/10.1016/j.ifacol.2016.10.679
  • Chiang, A. H., & Trimi, S. (2020). Impacts of service robots on service quality. Service Business, 14(3), 439–459. https://doi.org/10.1007/s11628-020-00423-8
  • Chuah, S. H. W., & Yu, J. (2021). The future of service: The power of emotion in human-robot interaction. Journal of Retailing and Consumer Services, 61, 102551. https://doi.org/10.1016/j.jretconser.2021.102551
  • Chuah, S. H. W., Aw, E. C. X., & Cheng, C. F. (2022a). A silver lining in the COVID-19 cloud: Examining customers’ value perceptions, willingness to use, and pay more for robotic restaurants. Journal of Hospitality Marketing & Management, 31(1), 49–76. https://doi.org/10.1080/19368623.2021.1926038
  • Chuah, S. H. W., Jitanugoon, S., Puntha, P., & Aw, E. C. X. (2022b). You don’t have to tip the human waiters anymore, but… Unveiling factors that influence consumers’ willingness to pay a price premium for robotic restaurants. International Journal of Contemporary Hospitality Management, 34(10), 3553–3587. http://dx.doi.org/10.1108/IJCHM-08-2021-1023
  • Çelik, Z., & Aydın, İ. (2022). The effect of using robot waiters in restaurants on consumers' behavioral intentions. Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 23(1), 317–336. https://doi.org/10.37880/cumuiibf.1013654
  • El-Said, O., & Al Hajri, S. (2022). Are customers happy with robot service? Investigating satisfaction with robot service restaurants during the COVID-19 pandemic. Heliyon, 8(3), e08986. https://doi.org/10.1016/j.heliyon.2022.e08986
  • García-Haro, J. M., Oña, E. D., Hernandez-Vicen, J., Martinez, S., & Balaguer, C. (2021). Service robots in catering applications: A review and future challenges. Electronics, 10(1), 47. https://doi.org/10.3390/electronics10010047
  • Graetz, G., & Michaels, G. (2018). Robots at work. Review of Economics and Statistics, 100(5), 753–768. https://doi.org/10.1162/rest_a_00754
  • Guan, X., Gong, J., Li, M., & Huan, T. C. (2022). Exploring key factors influencing customer behavioral intention in robot restaurants. International Journal of Contemporary Hospitality Management, 34(9), 3482–3501. https://doi.org/10.1108/IJCHM-06-2021-0807
  • Hjalager, A. M. (2002). A typology of gastronomy tourism. In A. M. Hjalager & G. Richards (Eds.), Tourism and Gastronomy (pp. 21–35). Routledge: Londra.
  • Hjalager, A. M., & Corigliano, M. A. (2000). Food for tourists—determinants of an image. International Journal of Tourism Research, 2(4), 281–293. https://doi.org/10.1002/1522-1970(200007/08)2:4<281
  • Ho, T. H., Tojib, D., & Tsarenko, Y. (2020). Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident? International Journal of Hospitality Management, 87, 102501. https://doi.org/10.1016/j.ijhm.2020.102501
  • Huang, H. L., Cheng, L. K., Sun, P. C., & 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, 13, 1599–1611. https://doi.org/10.1007/s12369-021-00752-2
  • Humlum, A. (2019). Robot adoption and labor market dynamics. Princeton University.
  • Hwang, J., Choe, J. Y. J., Kim, H. M., & Kim, J. J. (2021b). Human baristas and robot baristas: How does brand experience affect brand satisfaction, brand attitude, brand attachment, and brand loyalty? International Journal of Hospitality Management, 99, 103050. https://doi.org/10.1016/j.ijhm.2021.103050
  • Hwang, J., Kim, H., Kim, J. J., & Kim, I. (2021a). Investigation of perceived risks and their outcome variables in the context of robotic restaurants. Journal of Travel & Tourism Marketing, 38(3), 263–281. https://doi.org/10.1080/10548408.2021.1906826
  • Hwang, J., Lee, K. W., Kim, D., & Kim, I. (2020b). Robotic restaurant marketing strategies in the era of the fourth industrial revolution: Focusing on perceived innovativeness. Sustainability, 12(21), 9165. https://doi.org/10.3390/su12219165
  • Hwang, J., Park, S., & Kim, I. (2020a). Understanding motivated consumer innovativeness in the context of a robotic restaurant: The moderating role of product knowledge. Journal of Hospitality and Tourism Management, 44, 272–282. https://doi.org/10.1016/j.jhtm.2020.06.003
  • Hwang, J., Lee, J. S., & Kim, H. (2019). Perceived innovativeness of drone food delivery services and its impacts on attitude and behavioral intentions: The moderating role of gender and age. International Journal of Hospitality Management, 81, 94–103. https://doi.org/10.1016/j.ijhm.2019.03.002
  • Hwang, J., Joo, K., & Moon, J. (2023). A study on behavioral intentions in the field of eco-friendly drone food delivery services: Focusing on demographic characteristics and past experiences. Sustainability, 15(7), 1–13. https://doi.org/10.3390/su15076253
  • Hwang, S., & Koo, G. (2023). Art marketing in the metaverse world: Evidence from South Korea. Cogent Social Sciences, 9(1), 1–25. https://doi.org/10.1080/23311886.2023.2175429
  • IRF. (2021). Service robots. Retrieved January 4, 2023, from https://ifr.org/service-robots
  • Ivanov, S., & Webster, C. (2023). Restaurants and robots: Public preferences for robot food and beverage services. Journal of Tourism Futures, 9(2), 229–239. https://doi.org/10.1108/JTF-12-2021-0264
  • Ivanov, S. H., Webster, C., & Berezina, K. (2017). Adoption of robots and service automation by tourism and hospitality companies. Revista Turismo & Desenvolvimento, 27(28), 1501–1517.
  • Jang, H. W., & Lee, S. B. (2020). Serving robots: Management and applications for restaurant business sustainability. Sustainability, 12(10), 3998. https://doi.org/10.3390/su12103998
  • Kao, W. K., & Huang, Y. S. S. (2023). Service robots in full-and limited-service restaurants: Extending technology acceptance model. Journal of Hospitality and Tourism Management, 54, 10–21. https://doi.org/10.1016/j.jhtm.2022.11.006
  • Kim, H. M., Abbas, J., Haq, M. Z. U., Lee, J., & Hwang, J. (2023). Differences between robot servers and human servers in brand modernity, brand love, and behavioral intentions in the restaurant industry. Asia Pacific Journal of Marketing and Logistics, 35(7), 1774–1788. https://doi.org/10.1108/APJML-03-2022-0214
  • Kim, J. J., Choe, J. Y., & Hwang, J. (2021a). Application of consumer innovativeness to the context of robotic restaurants. International Journal of Contemporary Hospitality Management, 33(1), 224–242. https://doi.org/10.1108/IJCHM-06-2020-0602
  • Kim, J. J., & Hwang, J. (2020). Merging the norm activation model and the theory of planned behavior in the context of drone food delivery services: Does the level of product knowledge really matter? Journal of Hospitality and Tourism Management, 42, 1–11. https://doi.org/10.1016/j.jhtm.2019.11.002
  • Kim, J. J., Kim, I., & Hwang, J. (2021b). A change of perceived innovativeness for contactless food delivery services using drones after the outbreak of COVID-19. International Journal of Hospitality Management, 93, 1–11. https://doi.org/10.1016/j.ijhm.2020.102758
  • 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
  • Kwak, M. K., Lee, J., & Cha, S. S. (2021). Senior consumer motivations and perceived value of robot service restaurants in Korea. Sustainability, 13(5), 2755. https://doi.org/10.3390/su13052755
  • Law, R., Leung, D., & Chan, I. C. C. (2020). Progression and development of information and communication technology research in hospitality and tourism: A state-of-the-art review. International Journal of Contemporary Hospitality Management, 32(2), 511–534. https://doi.org/10.1108/IJCHM-07-2018-0586
  • Lee, I. (2021). Service robots: A systematic literature review. Electronics, 10(21), 2658. https://doi.org/10.3390/electronics10212658
  • Lee, W. H., Lin, C. W., & Shih, K. H. (2018). A technology acceptance model for the perception of restaurant service robots for trust, interactivity, and output quality. International Journal of Mobile Communications, 16(4), 361–376. https://doi.org/10.1504/IJMC.2018.092666
  • Lei, L., & Liu, D. (2019). Research trends in applied linguistics from 2005 to 2016: A bibliometric analysis and its implications. Applied Linguistics, 40(3), 540–561. https://doi.org/10.1093/applin/amy003
  • Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530–549. https://doi.org/10.1080/19368623.2020.1685053
  • Lu, L., Zhang, P., & Zhang, T. C. (2021). Leveraging “human-likeness” of robotic service at restaurants. International Journal of Hospitality Management, 94, 102823. https://doi.org/10.1016/j.ijhm.2020.102823
  • Ma, E., Yang, H., Wang, Y. C., & Song, H. (2022). Building restaurant customers’ technology readiness through robot-assisted experiences at multiple product levels. Tourism Management, 93, 104610. https://doi.org/10.1016/j.tourman.2022.104610
  • Molinillo, S., Rejón-Guardia, F., & Anaya-Sánchez, R. (2023). Exploring the antecedents of customers’ willingness to use service robots in restaurants. Service Business, 17(1), 167–193. https://doi.org/10.1007/s11628-022-00509-5
  • 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
  • Ozturk, A. B., Pizam, A., Hacikara, A., An, Q., Chaulagain, S., Balderas-Cejudo, A., ... & State, O. (2023). Hotel customers’ behavioral intentions toward service robots: The role of utilitarian and hedonic values. Journal of Hospitality and Tourism Technology. https://doi.org/10.1108/JHTT-07-2022-0223
  • Pande, S., & Gupta, K. P. (2023). Indian customers’ acceptance of service robots in restaurant services. Behaviour & Information Technology, 42(12), 1946–1967. https://doi.org/10.1080/0144929X.2022.2103734
  • Park, J., & Kim, N. (2023). Examining self-congruence between user and avatar in purchasing behavior from the metaverse to the real world. Journal of Global Fashion Marketing, 1–16. https://doi.org/10.1080/20932685.2023.2180768
  • Said, N., Ben Mansour, K., Bahri-Ammari, N., Yousaf, A., & Mishra, A. (2023). Customer acceptance of humanoid service robots in hotels: Moderating effects of service voluntariness and culture. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-12-2022-1523
  • Santarelli, E., Staccioli, J., & Vivarelli, M. (2023). Automation and related technologies: A mapping of the new knowledge base. The Journal of Technology Transfer, 48(2), 779–813. https://doi.org/10.1007/s10961-021-09914-w
  • Seo, K. H., & Lee, J. H. (2021). The emergence of service robots at restaurants: Integrating trust, perceived risk, and satisfaction. Sustainability, 13(8), 4431. https://doi.org/10.3390/su13084431
  • Shah, T. R., Kautish, P., & Mehmood, K. (2023). Influence of robots service quality on customers' acceptance in restaurants. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-09-2022-0780
  • Song, H., Ruan, W. J., & Jeon, Y. J. J. (2021). An integrated approach to the purchase decision-making process of food delivery apps: Focusing on the TAM and AIDA models. International Journal of Hospitality Management, 95, 102943. https://doi.org/10.1016/j.ijhm.2021.102943
  • Sung, H. J., & Jeon, H. M. (2020). Untact: Customer’s acceptance intention toward robot barista in coffee shop. Sustainability, 12(20), 8598. https://doi.org/10.3390/su12208598
  • Sun, S., Kim, J. H., Jung, H. S., Kim, M., Zhao, X., & Kamphuis, P. (2023). Exploring hype in metaverse: Topic modeling analysis of Korean Twitter User Data. Systems, 11(3), 1–17. https://doi.org/10.3390/systems11030164
  • Tu, Y., Liu, W., & Yang, Z. (2023). Exploring the influence of service employees' characteristics on their willingness to work with service robots. Journal of Service Management. https://doi.org/10.1108/JOSM-05-2022-0174
  • Wang, Y. C., & Papastathopoulos, A. (2023). Cross-segment validation of customer support for AI-based service robots at luxury, fine-dining, casual, and quick-service restaurants. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-11-2022-1448
  • Wan, A. Y. S., Soong, Y. D., Foo, E., Wong, W. L. E., & Lau, W. S. M. (2020). Waiter robots conveying drinks. Technologies, 8(3), 44. https://doi.org/10.3390/technologies8030044
  • 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. https://doi.org/10.1108/JOSM-04-2018-0119
  • Xie, L., Liu, X., & Li, D. (2022). The mechanism of value co-creation in robotic services: Customer inspiration from robotic service novelty. Journal of Hospitality Marketing & Management, 31(8), 962–983. https://doi.org/10.1080/19368623.2022.2112354
  • Zhong, L., Sun, S., Law, R., & Zhang, X. (2020). Impact of robot hotel service on consumers’ purchase intention: A control experiment. Asia Pacific Journal of Tourism Research, 25(7), 780–798. https://doi.org/10.1080/10941665.2020.1726421
  • Zhu, D. H., & Chang, Y. P. (2020). Robot with humanoid hands cooks food better? Effect of robotic chef anthropomorphism on food quality prediction. International Journal of Contemporary Hospitality Management, 32(3), 1367–1383. https://doi.org/10.1108/IJCHM-10-2019-0904

A Systematic Review of Empirical Studies on Service Robots

Yıl 2024, Cilt: 27 Sayı: 2, 469 - 484, 29.11.2024
https://doi.org/10.29249/selcuksbmyd.1472429

Öz

The aim of this study is to conduct bibliometric analysis of studies on service robots in terms of the years they were published, the countries where they were conducted, the methodology of the studies, the models/theories used in the studies and the variables in the studies, and to examine the relationships between them. 38 articles were selected for the study and analysis was carried out with the VOSviewer package program. According to the findings, it was understood that most study was done in 2023. Accordingly, it is thought that much more studies will be done on this subject in the future. According to another result, the most studies were conducted in South Korea with 12 studies, the second most studies were conducted in the United States, and the third most studies were conducted in China. However, when looking at the link strength, it was seen that South Korea had zero link strength. It is not surprising that the most work was done in these three technologically advanced states. When looking at the methodology, it was understood that surveys and structural equation modeling were used most. The most used theory/model was the technology acceptance model. It has been observed that the most commonly used variables are attitude and intention to use, and these variables also have a very high link strength.

Kaynakça

  • Acemoglu, D., & Restrepo, P. (2020). Robots and jobs: Evidence from US labor markets. Journal of Political Economy, 128(6), 2188–2244. https://doi.org/10.1086/705716
  • Afsheen, S., Fathima, L., Khan, Z., & Elahi, M. (2018). A self-sufficient waiter robot for serving in restaurants. International Journal for Advance Research and Development, 3(5), 57–67.
  • Alotaibi, S., Shafieizadeh, K., & Alsumait, K. (2022). Customers’ perceptions toward service robots at restaurants: The moderating role of consumer innovativeness and the mediating role of perceived hedonic benefits. Journal of Quality Assurance in Hospitality & Tourism, 1–23. https://doi.org/10.1080/1528008X.2022.2161693
  • Amlan, H. A., Hassan, S. A., & Alias, N. E. (2023). Discovering the global landscape of vulnerability assessment method of transportation network studies: A bibliometric review. Physics and Chemistry of the Earth, Parts A/B/C, 103, 336. https://doi.org/10.1016/j.pce.2022.103336
  • Aydın, İ. (2021). Investigation of the effect of robot waiter usage desire on word of mouth communication and robot waiter usage attitude in restaurants. Turkish Business Journal, 2(4), 93–105. https://doi.org/10.51727/tbj.1025863
  • Behl, A., Jayawardena, N., Pereira, V., Islam, N., Del Giudice, M., & Choudrie, J. (2022). Gamification and e-learning for young learners: A systematic literature review, bibliometric analysis, and future research agenda. Technological Forecasting and Social Change, 176, 121445. https://doi.org/10.1016/j.techfore.2021.121445
  • Broadus, R. N. (1987). Toward a definition of “bibliometrics”. Scientometrics, 12(5), 373–379. https://doi.org/10.1007/BF02016680
  • Byrd, K., Fan, A., Her, E., Liu, Y., Almanza, B., & Leitch, S. (2021). Robot vs human: Expectations, performances and gaps in off-premise restaurant service modes. International Journal of Contemporary Hospitality Management, 33(11), 3996–4016. http://dx.doi.org/10.1108/IJCHM-07-2020-0721
  • Byrne, K., & Marín, C. (2018). Human trust in robots when performing a service. In 2018 IEEE 27th International Conference on Enabling Technologies: Infrastructure for Collaborative Enterprises (WETICE) (pp. 9–14). IEEE. https://doi.org/10.1109/WETICE.2018.00009
  • Cha, S. S. (2020). Customers’ intention to use robot-serviced restaurants in Korea: Relationship of coolness and MCI factors. International Journal of Contemporary Hospitality Management, 32(9), 2947–2968. http://dx.doi.org/10.1108/IJCHM-01-2020-0046
  • Chen, C. F., & Girish, V. G. (2023). Investigating the use experience of restaurant service robots: The cognitive–affective–behavioral framework. International Journal of Hospitality Management, 111, 103482. https://doi.org/10.1016/j.ijhm.2023.103482
  • Cheong, A., Lau, M. W. S., Foo, E., Hedley, J., & Bo, J. W. (2016). Development of a robotic waiter system. IFAC-PapersOnLine, 49(21), 681–686. https://doi.org/10.1016/j.ifacol.2016.10.679
  • Chiang, A. H., & Trimi, S. (2020). Impacts of service robots on service quality. Service Business, 14(3), 439–459. https://doi.org/10.1007/s11628-020-00423-8
  • Chuah, S. H. W., & Yu, J. (2021). The future of service: The power of emotion in human-robot interaction. Journal of Retailing and Consumer Services, 61, 102551. https://doi.org/10.1016/j.jretconser.2021.102551
  • Chuah, S. H. W., Aw, E. C. X., & Cheng, C. F. (2022a). A silver lining in the COVID-19 cloud: Examining customers’ value perceptions, willingness to use, and pay more for robotic restaurants. Journal of Hospitality Marketing & Management, 31(1), 49–76. https://doi.org/10.1080/19368623.2021.1926038
  • Chuah, S. H. W., Jitanugoon, S., Puntha, P., & Aw, E. C. X. (2022b). You don’t have to tip the human waiters anymore, but… Unveiling factors that influence consumers’ willingness to pay a price premium for robotic restaurants. International Journal of Contemporary Hospitality Management, 34(10), 3553–3587. http://dx.doi.org/10.1108/IJCHM-08-2021-1023
  • Çelik, Z., & Aydın, İ. (2022). The effect of using robot waiters in restaurants on consumers' behavioral intentions. Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 23(1), 317–336. https://doi.org/10.37880/cumuiibf.1013654
  • El-Said, O., & Al Hajri, S. (2022). Are customers happy with robot service? Investigating satisfaction with robot service restaurants during the COVID-19 pandemic. Heliyon, 8(3), e08986. https://doi.org/10.1016/j.heliyon.2022.e08986
  • García-Haro, J. M., Oña, E. D., Hernandez-Vicen, J., Martinez, S., & Balaguer, C. (2021). Service robots in catering applications: A review and future challenges. Electronics, 10(1), 47. https://doi.org/10.3390/electronics10010047
  • Graetz, G., & Michaels, G. (2018). Robots at work. Review of Economics and Statistics, 100(5), 753–768. https://doi.org/10.1162/rest_a_00754
  • Guan, X., Gong, J., Li, M., & Huan, T. C. (2022). Exploring key factors influencing customer behavioral intention in robot restaurants. International Journal of Contemporary Hospitality Management, 34(9), 3482–3501. https://doi.org/10.1108/IJCHM-06-2021-0807
  • Hjalager, A. M. (2002). A typology of gastronomy tourism. In A. M. Hjalager & G. Richards (Eds.), Tourism and Gastronomy (pp. 21–35). Routledge: Londra.
  • Hjalager, A. M., & Corigliano, M. A. (2000). Food for tourists—determinants of an image. International Journal of Tourism Research, 2(4), 281–293. https://doi.org/10.1002/1522-1970(200007/08)2:4<281
  • Ho, T. H., Tojib, D., & Tsarenko, Y. (2020). Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident? International Journal of Hospitality Management, 87, 102501. https://doi.org/10.1016/j.ijhm.2020.102501
  • Huang, H. L., Cheng, L. K., Sun, P. C., & 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, 13, 1599–1611. https://doi.org/10.1007/s12369-021-00752-2
  • Humlum, A. (2019). Robot adoption and labor market dynamics. Princeton University.
  • Hwang, J., Choe, J. Y. J., Kim, H. M., & Kim, J. J. (2021b). Human baristas and robot baristas: How does brand experience affect brand satisfaction, brand attitude, brand attachment, and brand loyalty? International Journal of Hospitality Management, 99, 103050. https://doi.org/10.1016/j.ijhm.2021.103050
  • Hwang, J., Kim, H., Kim, J. J., & Kim, I. (2021a). Investigation of perceived risks and their outcome variables in the context of robotic restaurants. Journal of Travel & Tourism Marketing, 38(3), 263–281. https://doi.org/10.1080/10548408.2021.1906826
  • Hwang, J., Lee, K. W., Kim, D., & Kim, I. (2020b). Robotic restaurant marketing strategies in the era of the fourth industrial revolution: Focusing on perceived innovativeness. Sustainability, 12(21), 9165. https://doi.org/10.3390/su12219165
  • Hwang, J., Park, S., & Kim, I. (2020a). Understanding motivated consumer innovativeness in the context of a robotic restaurant: The moderating role of product knowledge. Journal of Hospitality and Tourism Management, 44, 272–282. https://doi.org/10.1016/j.jhtm.2020.06.003
  • Hwang, J., Lee, J. S., & Kim, H. (2019). Perceived innovativeness of drone food delivery services and its impacts on attitude and behavioral intentions: The moderating role of gender and age. International Journal of Hospitality Management, 81, 94–103. https://doi.org/10.1016/j.ijhm.2019.03.002
  • Hwang, J., Joo, K., & Moon, J. (2023). A study on behavioral intentions in the field of eco-friendly drone food delivery services: Focusing on demographic characteristics and past experiences. Sustainability, 15(7), 1–13. https://doi.org/10.3390/su15076253
  • Hwang, S., & Koo, G. (2023). Art marketing in the metaverse world: Evidence from South Korea. Cogent Social Sciences, 9(1), 1–25. https://doi.org/10.1080/23311886.2023.2175429
  • IRF. (2021). Service robots. Retrieved January 4, 2023, from https://ifr.org/service-robots
  • Ivanov, S., & Webster, C. (2023). Restaurants and robots: Public preferences for robot food and beverage services. Journal of Tourism Futures, 9(2), 229–239. https://doi.org/10.1108/JTF-12-2021-0264
  • Ivanov, S. H., Webster, C., & Berezina, K. (2017). Adoption of robots and service automation by tourism and hospitality companies. Revista Turismo & Desenvolvimento, 27(28), 1501–1517.
  • Jang, H. W., & Lee, S. B. (2020). Serving robots: Management and applications for restaurant business sustainability. Sustainability, 12(10), 3998. https://doi.org/10.3390/su12103998
  • Kao, W. K., & Huang, Y. S. S. (2023). Service robots in full-and limited-service restaurants: Extending technology acceptance model. Journal of Hospitality and Tourism Management, 54, 10–21. https://doi.org/10.1016/j.jhtm.2022.11.006
  • Kim, H. M., Abbas, J., Haq, M. Z. U., Lee, J., & Hwang, J. (2023). Differences between robot servers and human servers in brand modernity, brand love, and behavioral intentions in the restaurant industry. Asia Pacific Journal of Marketing and Logistics, 35(7), 1774–1788. https://doi.org/10.1108/APJML-03-2022-0214
  • Kim, J. J., Choe, J. Y., & Hwang, J. (2021a). Application of consumer innovativeness to the context of robotic restaurants. International Journal of Contemporary Hospitality Management, 33(1), 224–242. https://doi.org/10.1108/IJCHM-06-2020-0602
  • Kim, J. J., & Hwang, J. (2020). Merging the norm activation model and the theory of planned behavior in the context of drone food delivery services: Does the level of product knowledge really matter? Journal of Hospitality and Tourism Management, 42, 1–11. https://doi.org/10.1016/j.jhtm.2019.11.002
  • Kim, J. J., Kim, I., & Hwang, J. (2021b). A change of perceived innovativeness for contactless food delivery services using drones after the outbreak of COVID-19. International Journal of Hospitality Management, 93, 1–11. https://doi.org/10.1016/j.ijhm.2020.102758
  • 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
  • Kwak, M. K., Lee, J., & Cha, S. S. (2021). Senior consumer motivations and perceived value of robot service restaurants in Korea. Sustainability, 13(5), 2755. https://doi.org/10.3390/su13052755
  • Law, R., Leung, D., & Chan, I. C. C. (2020). Progression and development of information and communication technology research in hospitality and tourism: A state-of-the-art review. International Journal of Contemporary Hospitality Management, 32(2), 511–534. https://doi.org/10.1108/IJCHM-07-2018-0586
  • Lee, I. (2021). Service robots: A systematic literature review. Electronics, 10(21), 2658. https://doi.org/10.3390/electronics10212658
  • Lee, W. H., Lin, C. W., & Shih, K. H. (2018). A technology acceptance model for the perception of restaurant service robots for trust, interactivity, and output quality. International Journal of Mobile Communications, 16(4), 361–376. https://doi.org/10.1504/IJMC.2018.092666
  • Lei, L., & Liu, D. (2019). Research trends in applied linguistics from 2005 to 2016: A bibliometric analysis and its implications. Applied Linguistics, 40(3), 540–561. https://doi.org/10.1093/applin/amy003
  • Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530–549. https://doi.org/10.1080/19368623.2020.1685053
  • Lu, L., Zhang, P., & Zhang, T. C. (2021). Leveraging “human-likeness” of robotic service at restaurants. International Journal of Hospitality Management, 94, 102823. https://doi.org/10.1016/j.ijhm.2020.102823
  • Ma, E., Yang, H., Wang, Y. C., & Song, H. (2022). Building restaurant customers’ technology readiness through robot-assisted experiences at multiple product levels. Tourism Management, 93, 104610. https://doi.org/10.1016/j.tourman.2022.104610
  • Molinillo, S., Rejón-Guardia, F., & Anaya-Sánchez, R. (2023). Exploring the antecedents of customers’ willingness to use service robots in restaurants. Service Business, 17(1), 167–193. https://doi.org/10.1007/s11628-022-00509-5
  • 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
  • Ozturk, A. B., Pizam, A., Hacikara, A., An, Q., Chaulagain, S., Balderas-Cejudo, A., ... & State, O. (2023). Hotel customers’ behavioral intentions toward service robots: The role of utilitarian and hedonic values. Journal of Hospitality and Tourism Technology. https://doi.org/10.1108/JHTT-07-2022-0223
  • Pande, S., & Gupta, K. P. (2023). Indian customers’ acceptance of service robots in restaurant services. Behaviour & Information Technology, 42(12), 1946–1967. https://doi.org/10.1080/0144929X.2022.2103734
  • Park, J., & Kim, N. (2023). Examining self-congruence between user and avatar in purchasing behavior from the metaverse to the real world. Journal of Global Fashion Marketing, 1–16. https://doi.org/10.1080/20932685.2023.2180768
  • Said, N., Ben Mansour, K., Bahri-Ammari, N., Yousaf, A., & Mishra, A. (2023). Customer acceptance of humanoid service robots in hotels: Moderating effects of service voluntariness and culture. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-12-2022-1523
  • Santarelli, E., Staccioli, J., & Vivarelli, M. (2023). Automation and related technologies: A mapping of the new knowledge base. The Journal of Technology Transfer, 48(2), 779–813. https://doi.org/10.1007/s10961-021-09914-w
  • Seo, K. H., & Lee, J. H. (2021). The emergence of service robots at restaurants: Integrating trust, perceived risk, and satisfaction. Sustainability, 13(8), 4431. https://doi.org/10.3390/su13084431
  • Shah, T. R., Kautish, P., & Mehmood, K. (2023). Influence of robots service quality on customers' acceptance in restaurants. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-09-2022-0780
  • Song, H., Ruan, W. J., & Jeon, Y. J. J. (2021). An integrated approach to the purchase decision-making process of food delivery apps: Focusing on the TAM and AIDA models. International Journal of Hospitality Management, 95, 102943. https://doi.org/10.1016/j.ijhm.2021.102943
  • Sung, H. J., & Jeon, H. M. (2020). Untact: Customer’s acceptance intention toward robot barista in coffee shop. Sustainability, 12(20), 8598. https://doi.org/10.3390/su12208598
  • Sun, S., Kim, J. H., Jung, H. S., Kim, M., Zhao, X., & Kamphuis, P. (2023). Exploring hype in metaverse: Topic modeling analysis of Korean Twitter User Data. Systems, 11(3), 1–17. https://doi.org/10.3390/systems11030164
  • Tu, Y., Liu, W., & Yang, Z. (2023). Exploring the influence of service employees' characteristics on their willingness to work with service robots. Journal of Service Management. https://doi.org/10.1108/JOSM-05-2022-0174
  • Wang, Y. C., & Papastathopoulos, A. (2023). Cross-segment validation of customer support for AI-based service robots at luxury, fine-dining, casual, and quick-service restaurants. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-11-2022-1448
  • Wan, A. Y. S., Soong, Y. D., Foo, E., Wong, W. L. E., & Lau, W. S. M. (2020). Waiter robots conveying drinks. Technologies, 8(3), 44. https://doi.org/10.3390/technologies8030044
  • 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. https://doi.org/10.1108/JOSM-04-2018-0119
  • Xie, L., Liu, X., & Li, D. (2022). The mechanism of value co-creation in robotic services: Customer inspiration from robotic service novelty. Journal of Hospitality Marketing & Management, 31(8), 962–983. https://doi.org/10.1080/19368623.2022.2112354
  • Zhong, L., Sun, S., Law, R., & Zhang, X. (2020). Impact of robot hotel service on consumers’ purchase intention: A control experiment. Asia Pacific Journal of Tourism Research, 25(7), 780–798. https://doi.org/10.1080/10941665.2020.1726421
  • Zhu, D. H., & Chang, Y. P. (2020). Robot with humanoid hands cooks food better? Effect of robotic chef anthropomorphism on food quality prediction. International Journal of Contemporary Hospitality Management, 32(3), 1367–1383. https://doi.org/10.1108/IJCHM-10-2019-0904
Toplam 70 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Dijital Pazarlama, Hizmet Pazarlaması, Operasyon Stratejisi
Bölüm Araştırma Makalesi
Yazarlar

Zübeyir Çelik 0000-0003-1692-9378

İbrahim Aydın 0000-0002-0720-364X

Kaan Yiğenoğlu 0000-0002-1961-6601

Erken Görünüm Tarihi 29 Kasım 2024
Yayımlanma Tarihi 29 Kasım 2024
Gönderilme Tarihi 23 Nisan 2024
Kabul Tarihi 5 Temmuz 2024
Yayımlandığı Sayı Yıl 2024 Cilt: 27 Sayı: 2

Kaynak Göster

APA Çelik, Z., Aydın, İ., & Yiğenoğlu, K. (2024). A Systematic Review of Empirical Studies on Service Robots. Selçuk Üniversitesi Sosyal Bilimler Meslek Yüksekokulu Dergisi, 27(2), 469-484. https://doi.org/10.29249/selcuksbmyd.1472429

Selçuk Üniversitesi Sosyal Bilimler Meslek Yüksekokulu Dergisi Creative Commons Atıf-GayriTicari 4.0 Uluslararası Lisansı (CC BY NC) ile lisanslanmıştır.