Service robots in hotel businesses: A mixed method study

El objetivo de la investigación es determinar la voluntad y las perspectivas de los empleados de hoteles de cinco estrellas en Nevşehir, Turquía, con respecto a los robots de servicio. En el estudio se utilizó un método mixto: se obtuvieron 396 encuestas por el método de muestreo por conveniencia;...

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Autores:: Mehmet Tekeli
Ebru Kemer
Ezgi Kırıcı Tekeli

Tipo de recurso:: Article of journal

Fecha de publicación:: 2023

Institución:: Universidad Externado de Colombia

Repositorio:: Biblioteca Digital Universidad Externado de Colombia

Idioma:: spa

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repository_id_str
dc.title.spa.fl_str_mv	Service robots in hotel businesses: A mixed method study
dc.title.translated.eng.fl_str_mv	Service robots in hotel businesses: A mixed method study
title	Service robots in hotel businesses: A mixed method study
spellingShingle	Service robots in hotel businesses: A mixed method study service robots, hotel employees, mixed-method, Cappadocia, Nevşehir, Turkey robots de servicio, personal del hotel, método mixto, Capadocia, Nevşehir, Turquía
title_short	Service robots in hotel businesses: A mixed method study
title_full	Service robots in hotel businesses: A mixed method study
title_fullStr	Service robots in hotel businesses: A mixed method study
title_full_unstemmed	Service robots in hotel businesses: A mixed method study
title_sort	Service robots in hotel businesses: A mixed method study
dc.creator.fl_str_mv	Mehmet Tekeli Ebru Kemer Ezgi Kırıcı Tekeli
dc.contributor.author.spa.fl_str_mv	Mehmet Tekeli Ebru Kemer Ezgi Kırıcı Tekeli
dc.subject.eng.fl_str_mv	service robots, hotel employees, mixed-method, Cappadocia, Nevşehir, Turkey
topic	service robots, hotel employees, mixed-method, Cappadocia, Nevşehir, Turkey robots de servicio, personal del hotel, método mixto, Capadocia, Nevşehir, Turquía
dc.subject.spa.fl_str_mv	robots de servicio, personal del hotel, método mixto, Capadocia, Nevşehir, Turquía
description	El objetivo de la investigación es determinar la voluntad y las perspectivas de los empleados de hoteles de cinco estrellas en Nevşehir, Turquía, con respecto a los robots de servicio. En el estudio se utilizó un método mixto: se obtuvieron 396 encuestas por el método de muestreo por conveniencia; además, se adoptó el método de muestreo intencional, que fue diseñado como un estudio de caso, y se entrevistó a 12 personas. Los hallazgos de la investigación se revelaron mediante la realización de análisis de diferencias y análisis descriptivos. Se ha determinado que los empleados del hotel están relativamente dispuestos a trabajar con robots de servicio. Los empleados se centraron más en el desempeño y la conveniencia de los robots de servicio. Algunos trabajadores afirmaron que, aunque los robots de servicio tengan características físicas similares a las humanas, no pueden reemplazar a los humanos debido a la naturaleza intensiva en mano de obra del turismo. Por otro lado, se ha concluido que con el logro del estándar de servicio se jugará un papel importante en la reducción de errores y en el aumento de la calidad del servicio.
publishDate	2023
dc.date.accessioned.none.fl_str_mv	2023-12-12T12:02:48Z 2024-06-07T10:33:14Z
dc.date.available.none.fl_str_mv	2023-12-12T12:02:48Z 2024-06-07T10:33:14Z
dc.date.issued.none.fl_str_mv	2023-12-12
dc.type.spa.fl_str_mv	Artículo de revista
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dc.type.local.eng.fl_str_mv	Journal article
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dc.identifier.doi.none.fl_str_mv	10.18601/01207555.n34.07
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dc.identifier.uri.none.fl_str_mv	https://bdigital.uexternado.edu.co/handle/001/15597
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language	spa
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dc.relation.citationedition.spa.fl_str_mv	, Año 2024 : Enero-Junio
dc.relation.citationendpage.none.fl_str_mv	200
dc.relation.citationstartpage.none.fl_str_mv	179
dc.relation.citationvolume.spa.fl_str_mv	34
dc.relation.ispartofjournal.spa.fl_str_mv	Turismo y Sociedad
dc.relation.references.spa.fl_str_mv	Ajzen, I., & Fishbein, M. (1980). Understanding attitudes and predicting behavior. Prentice-Hall. Atsız, O. (2021). Virtual reality technology and physical distancing: A review on limiting human interaction in tourism. Journal of Multidisciplinary Academic Tourism, 6(1), 27-35. https://acortar.link/i2A9Sa 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 Byrne, B.M. (2016). Structural equation modeling with Amos, basic concepts, applications, and programming (3rd ed.). Routledge. https://doi.org/10.4324/9781315757421 Choi, Y., Choi, M., Oh, M., & 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. https://doi.org/10.1080/19368623.2020.1703871 CNNTÜRK. (2019). İstanbul’da robot garsonlar işe başladı. cnntürk. https://www.cnnturk.com/turkiye/istanbulda-rsobot-garsonlar-ise-basladi Creswell, J.W. (2018). Nitel araştırma yöntemleri (M. Bütün, & S.B Demir,Trans.). Siyasal Kitabevi. Davis, F.D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-339. https://doi.org/10.2307/249008 Devitt, M. (July 15, 2019). “How can I help you?” The emergence of robots in hotels and restaurants. RobotShop. https://www.robotshop.com/community/blog/show/how-can-i-helpyou-the-emergence-of-robots-in-hotels-and-restaurants/ Eberl, U. (2019). Akıllı makineler yapay zekâ hayatımızı nasıl değiştiriyor? (Tayla, L., Trans.). Paloma Yayınevi. Fırat, O.Z., & Fırat, S.Ü. (2017). Endüstri 4.0 yolculuğunda trendler ve robotlar. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 46(2), 211-223. https://acortar.link/LIbwTX Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi. org/10.1177/00222437810180010 Gladstone, N. (June 13, 2016). Are robots the future of hotels. Oyster. https://www.oyster.com/ articles/are-robots-the-future-of-hotels/ Gürdin, B. (2020). Robonomi ve müşteri memnuniyeti: Hizmet robotlarına ilişkin literatür taraması. Ekonomi Maliye İşletme Dergisi, 3(1), 85-100. https://doi.org/10.46737/emid.732024 Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R.E. (2013). Multivariate data analysis (7th ed.). Pearson Education Limited. 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 İbiş, S. (2019). Turizm endüstrisinde robotlaşma. Türk Turizm Araştırmaları Dergisi, 3(3), 403-420. https://acortar.link/jxxFAu Ivanov, S. (2016). Will robots substitute teachers? Yearbook of Varna University of Management, 9, 42-47. Ivanov, S. (2017). Robonomics–principles, benefits, challenges, solutions. Yearbook of Varna Uni¬versity of Management, 10, 283-293. https://acortar.link/m7JgUb Ivanov, S., & Webster, C. (2019). Perceived appropriateness and intention to use service robots in Tourism. In J. Pesonen, & J. Neidhardt (Eds.), Information and communication technologies in tourism 2019 (pp. 237-248). Springer. https://doi.org/10.1007/978-3-030-05940-8_19 Ivanov, S., Webster, C., & Berezina, K. (2017). Adoption of robots and service automation by tour¬ism and hospitality companies. Revista Tourismo & Desenvolvimento, 27/28, 1501-1517. https://acortar.link/jfNWvJ 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. https://acortar.link/n864qx Karakuş, Y. (2022). Evaluating the expectations of residents regarding the positive impacts of tour¬ism. Turismo y Sociedad, 30, 231-247. https://doi.org/10.18601/01207555.n30.12 Karakuş, Y., & Onat, G. (2021). Using digital technologies in destination management. In V. Krystev, S. Çelik Oğuz, R. Efe, & E. Kapluhan (Eds), Tourism studies and social sciences (pp. 119-133). St. Kliment Ohridski University Press. 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 Lashley, C. (2008). Studying hospitality: Insight from social science. Scandinavian Journal of Hospitality and Tourism, 8(1), 69-84. https://doi.org/10.1080/15022250701880745 Li, J., Bonn, M.A., & 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. https://doi.org/10.1016/j. tourman.2019.02.006 Lu, L., Cai, R., & Gursoy, D. (2019). Developing and validating a service robot integration willing¬ness scale. International Journal of Hospitality Management, 80, 36-51. https://doi.org/10.1016/j. ijhm.2019.01.005 Maxwell, J.A. (2016). Expanding the history and range of mixed methods research. Journal of Mixed Methods Research, 10(1), 12-27. https://doi.org/10.1177/1558689815571132 McCartney, G., & McCartney, A. (2020). Rise of the machines: Towards a conceptual service-robot research framework for the hospitality and tourism industry. International Journal of Contemporary Hospitality Management, 32(12), 3835-3851. https://doi.org/10.1108/IJchm-05-2020-0450 Nakanishi, J., Kuramoto, I., Baba, J., Ogawa, K.., Yoshikawa, Y., & Ishiguro, H. (2018). Can a humanoid robot engage in heartwarming interaction service at a hotel? In Human-Agent Interaction (Ed.), hai ‘18: Proceedings of the 6th International Conference on Human-Agent Interaction (pp. 45-63). Association for Computing Machinery. https://doi.org/10.1145/3284432.3284448 Nakanishi, J., Kuramoto, I., Baba, J., Ogawa, K., Yoshikawa, Y., & Ishiguro, H. (2020). Continuous hospitality with social robots at a hotel. SN Applied Sciences, 2(3), Art. 452. https://doi.org/10.1007/ s42452-020-2192-7 Ohlan, R. (2018). Role of information technology in hotel industry. International Journal of Sci¬entific Research in Computer Science, Engineering and Information Technology, 3(2), 277-281. https://acortar.link/Stit1N Organisation for Economic Co-operation and Development (OECD). (2008). Environmental perfor¬mance reviews: Turkey. OECD. https://www.oecd.org/environment/country-reviews/42198785.pdf Osawa, H., Ema, A., Hattori, H., Akiya, N., Kanzaki, N., Kubo, A., Koyama, T., & Ichise, R. (2017). What is real risk and benefit on work with robots? From the analysis of a robot hotel. In acm/ieee (Eds.), Proceedings of HRI 2017 Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction (pp. 241-242). ACM/IEEE. https://doi.org/10.1145/3029798.3038312 Özgürel, G., & Kılınç-Şahin, S. (2021). Turizmde robotlaşma: Yiyecek-içecek sektöründe robot şefler ve robot garsonlar. opus–Uluslararası Toplum Araştırmaları Dergisi, 18(Special Issue), 1849-1882. http://dx.doi.org/10.26466/opus.89 Özkan, A., Akkaya, B., & Özkan, H. (2020). Hizmet robotu entegrasyon isteklilik (hrei̇) ölçeği: Türkçeye uyarlama, geçerlik ve güvenirlik çalışması. bmij, 8(3), 3710-3750. http://dx.doi.org/10.15295/ bmij.v8i3.1591 Social Tables. (2019). Robots in hotels: 6 hotel brands leading the way. Cvente.https://www. socialtables.com/blog/hospitality-technology/hotel-brands-robot/ T.C. Nevşehir İl Kültür ve Turizm Müdürlüğü. (2021). Konaklama Tesisleri. https://nevsehir.ktb. gov.tr/TR-291449/konaklama-tesisleri.html T.C. Sanayi ve Teknoloji Bakanlığı. (2019). Sanayi ve Teknoloji Bakanlığı. 2019 yılı faaliyet raporu. Sanayi ve Teknoloji Bakanlığı. https://acortar.link/kCeI7a T.C. Strateji ve Bütçe Başkanlığı. (2019). 11. Kalkınma planı. https://www.sbb.gov.tr/wp-content/ uploads/2019/07/OnbirinciKalkinmaPlani.pdf Tosun, C., Dedeoğlu, B. B., Çalışkan, C., & Karakuş, Y. (2021). Role of place image in support for tourism development: The mediating role of multi-dimensional impacts. International Journal of Tourism Research, 23(3), 268-286. https://doi.org/10.1002/jtr.2405 Trejos, N. (August 12, 2014). Ready for the hotel industry’s first robotic butler? USA Today. https://acortar.link/TCqoRe Trejos, N. (March 9, 2016). Introducing Connie, Hilton’s new robot concierge. USA Today. https://acortar.link/o0dSjH Tung, V.W.S., & Law, R. (2017). The potential for tourism and hospitality experience research in human-robot interactions. International Journal of Contemporary Hospitality Management, 29(10), 2498-2513. https://doi.org/10.1108/ijchm-09-2016-0520 Tuomi, A., Tussyadiah, I., & Stienmetz, J. (2020). Service robots and the changing roles of employ¬ees in restaurants: A cross cultural study. e-Review of Tourism Research, 17(5), 662-673. https://acortar.link/qNu1rJ TurizmGüncel.com. (2016). Turizmde insansı robotlar devri. https://www.turizmguncel.com/haber/turizmde-insansi-robotlar-devri-h27013.html Tussyadiah, I., & Miller, G. (2019). Perceived impacts of artificial intelligence and responses to positive behaviour change intervention. In J. Pesonen, & J. Neidhardt (Eds), Information and communication technologies in tourism 2019 (pp. 359-370). Springer. https://doi.org/10.1007/978-3-030-05940-8_28 Tussyadiah, I.P., Zach, F.J., & Wang, J. (2020). Do travelers trust intelligent service robots? Annals of Tourism Research, 81, 1-14. https://doi.org/10.1016/j.annals.2020.102886 Unesco. (2021). unesco Dünya Mirası Listesi. https://www.unesco.org.tr/Pages/125/122/unesco-d%C3%BCnya-Miras%C4%B1-List Vatan, A., & Doğan 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 Yalçın Kayıkçı, M., & Kutluk Bozkurt, A. (2018). Dijital çağda z ve alpha kuşağı, yapay zekâ uygulamaları ve turizme yansımaları. Sosyal Bilimler Metinleri, 1, 54-64. https://acortar.link/6lOlUY Yelkikalkan, N., Özcan, S., & Temel, K. (2019). Endüstri 4.0 farkındalığının belirlenmesi: Çanakkale Onsekiz Mart Üniversitesi Örneği. Journal of Entrepreneurship and Development, 14(1), 31-44. https://acortar.link/jwx9za Yıldırım, A., & Şimşek, H. (2013). Sosyal bilimlerde nitel araştırma yöntemleri. Seçkin Yayıncılık. Yılmaz, F. (2018). Robotlar hayatımızda. Journal of Humanities and Social Sciences, (12), 109-120. https://acortar.link/sSLjra Yu, C-E. (2020). Human-like 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
dc.rights.spa.fl_str_mv	Mehmet Tekeli, Ebru Kemer , Ezgi Kırıcı Tekeli - 2023
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institution	Universidad Externado de Colombia
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spelling	Mehmet TekeliEbru KemerEzgi Kırıcı Tekeli2023-12-12T12:02:48Z2024-06-07T10:33:14Z2023-12-12T12:02:48Z2024-06-07T10:33:14Z2023-12-12El objetivo de la investigación es determinar la voluntad y las perspectivas de los empleados de hoteles de cinco estrellas en Nevşehir, Turquía, con respecto a los robots de servicio. En el estudio se utilizó un método mixto: se obtuvieron 396 encuestas por el método de muestreo por conveniencia; además, se adoptó el método de muestreo intencional, que fue diseñado como un estudio de caso, y se entrevistó a 12 personas. Los hallazgos de la investigación se revelaron mediante la realización de análisis de diferencias y análisis descriptivos. Se ha determinado que los empleados del hotel están relativamente dispuestos a trabajar con robots de servicio. Los empleados se centraron más en el desempeño y la conveniencia de los robots de servicio. Algunos trabajadores afirmaron que, aunque los robots de servicio tengan características físicas similares a las humanas, no pueden reemplazar a los humanos debido a la naturaleza intensiva en mano de obra del turismo. Por otro lado, se ha concluido que con el logro del estándar de servicio se jugará un papel importante en la reducción de errores y en el aumento de la calidad del servicio.The aim of the research is to determine the willingness and perspectives of the employees of the five-star hotel business in Nevşehir, Turkey, regarding service robots by using a mixed method. 396 questionnaires were obtained with the convenience sampling method. In addition, the purposeful sampling method was adopted in the study, which was designed as a case study, and 12 people were interviewed. The research findings were revealed by making difference analyzes and descriptive analyzes. It has been determined that hotel employees are relatively willing to work with service robots. Employees focused more on the performance and convenience of service robots. Some employees stated that service robots will show human-like features physically, but they cannot replace humans due to the labor-intensive nature of tourism. On the other hand, it has been concluded that with the achievement of the service standard, they will play an important role in reducing errors and increasing service quality.application/pdf10.18601/01207555.n34.072346-206X0120-7555https://bdigital.uexternado.edu.co/handle/001/15597https://doi.org/10.18601/01207555.n34.07spaFacultad de Administración de Empresas Turísticas y Hotelerashttps://revistas.uexternado.edu.co/index.php/tursoc/article/download/9195/15282, Año 2024 : Enero-Junio20017934Turismo y SociedadAjzen, I., & Fishbein, M. (1980). Understanding attitudes and predicting behavior. Prentice-Hall.Atsız, O. (2021). Virtual reality technology and physical distancing: A review on limiting human interaction in tourism. Journal of Multidisciplinary Academic Tourism, 6(1), 27-35. https://acortar.link/i2A9SaBowen, 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-07-2018-0045Byrne, B.M. (2016). Structural equation modeling with Amos, basic concepts, applications, and programming (3rd ed.). Routledge. https://doi.org/10.4324/9781315757421Choi, Y., Choi, M., Oh, M., & 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. https://doi.org/10.1080/19368623.2020.1703871CNNTÜRK. (2019). İstanbul’da robot garsonlar işe başladı. cnntürk. https://www.cnnturk.com/turkiye/istanbulda-rsobot-garsonlar-ise-basladiCreswell, J.W. (2018). Nitel araştırma yöntemleri (M. Bütün, & S.B Demir,Trans.). Siyasal Kitabevi.Davis, F.D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-339. https://doi.org/10.2307/249008Devitt, M. (July 15, 2019). “How can I help you?” The emergence of robots in hotels and restaurants. RobotShop. https://www.robotshop.com/community/blog/show/how-can-i-helpyou-the-emergence-of-robots-in-hotels-and-restaurants/Eberl, U. (2019). Akıllı makineler yapay zekâ hayatımızı nasıl değiştiriyor? (Tayla, L., Trans.). Paloma Yayınevi.Fırat, O.Z., & Fırat, S.Ü. (2017). Endüstri 4.0 yolculuğunda trendler ve robotlar. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 46(2), 211-223. https://acortar.link/LIbwTXFornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi. org/10.1177/00222437810180010Gladstone, N. (June 13, 2016). Are robots the future of hotels. Oyster. https://www.oyster.com/ articles/are-robots-the-future-of-hotels/Gürdin, B. (2020). Robonomi ve müşteri memnuniyeti: Hizmet robotlarına ilişkin literatür taraması. Ekonomi Maliye İşletme Dergisi, 3(1), 85-100. https://doi.org/10.46737/emid.732024Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R.E. (2013). Multivariate data analysis (7th ed.). Pearson Education Limited.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.2020.102501İbiş, S. (2019). Turizm endüstrisinde robotlaşma. Türk Turizm Araştırmaları Dergisi, 3(3), 403-420. https://acortar.link/jxxFAuIvanov, S. (2016). Will robots substitute teachers? Yearbook of Varna University of Management, 9, 42-47.Ivanov, S. (2017). Robonomics–principles, benefits, challenges, solutions. 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Journal of Hospitality Marketing & Management, 29(1), 22-38. https://doi.org/ 10.1080/19368623.2019.1592733Mehmet Tekeli, Ebru Kemer , Ezgi Kırıcı Tekeli - 2023info:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.http://creativecommons.org/licenses/by-nc-sa/4.0https://revistas.uexternado.edu.co/index.php/tursoc/article/view/9195service robots,hotel employees,mixed-method,Cappadocia,Nevşehir,Turkeyrobots de servicio,personal del hotel,método mixto,Capadocia,Nevşehir,TurquíaService robots in hotel businesses: A mixed method studyService robots in hotel businesses: A mixed method studyArtículo de revistahttp://purl.org/coar/resource_type/c_6501http://purl.org/coar/resource_type/c_2df8fbb1http://purl.org/coar/version/c_970fb48d4fbd8a85Textinfo:eu-repo/semantics/articleJournal articleinfo:eu-repo/semantics/publishedVersionPublicationOREORE.xmltext/xml2599https://bdigital.uexternado.edu.co/bitstreams/5b686513-fa15-4baf-9fbf-069a8419cd3f/download38cc8fa94febecd39d55110ffb97bbf0MD51001/15597oai:bdigital.uexternado.edu.co:001/155972024-06-07 05:33:14.609http://creativecommons.org/licenses/by-nc-sa/4.0Mehmet Tekeli, Ebru Kemer , Ezgi Kırıcı Tekeli - 2023https://bdigital.uexternado.edu.coUniversidad Externado de Colombiametabiblioteca@metabiblioteca.org

Service robots in hotel businesses: A mixed method study

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