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游客使用服务机器人后的行为

Yıl 2024, Cilt: 9 Sayı: 2, 87 - 98

Erdoğan Koç Ahu Yazıcı Ayyıldız Muhammed Baykal

https://doi.org/10.31822/jomat.2024-9-2-87

Öz

这是一篇概念性综述论文，从消费者行为的角度解释和讨论了服务机器人在旅游业和酒店业中的作用和潜力。在过去几年里，由于多种原因，机器人在旅游业和酒店业的采用和使用迅速增加。随着数字技术和人工智能的发展，对于包括旅游业在内的各行各业来说，使用机器人变得更加便宜和容易。此外，"Covid-19 "大流行等事件的发生也加速了机器人在旅游业和酒店业的应用，因为在这些行业中，机器人与顾客的互动是频繁而密集的。随着服务机器人在该行业的采用和使用的增长，该领域的研究也日益增多。服务机器人的未来潜力及其在企业中的应用在很大程度上取决于对服务机器人的更好理解。本综述研究探讨了消费者对酒店使用服务机器人的态度和期望。


Anahtar Kelimeler

服务机器人 旅游 接待 态度 期望

Kaynakça

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  • Bernotat, J., & Eyssel, F. (2018). Can (‘t) Wait to Have a Robot at Home?-Japanese and German Users' Attitudes Toward Service Robots in Smart Homes. In 2018 27th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN) (pp. 15-22). IEEE.
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  • Choi, Y., Choi, M., Oh, M., & Kim, S. (2020). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. J. Hosp. Mark. Manag., 29, 613–635.
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  • Çolakoğlu, Ü., Bilgiç, Y. E., & Baykal, M. (2021). “Konaklama İşletmeleri Yöneticilerinin Endüstri 4.0’a Bakış Açıları”, Karabulut, Ş. (Editör), Turizm İşletmeciliği, Pazarlaması ve Ekonomisi içinde (pp. 99-111). Ankara: Gazi Kitabevi.
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Tourist behavior after service robots

Yıl 2024, Cilt: 9 Sayı: 2, 87 - 98

Erdoğan Koç Ahu Yazıcı Ayyıldız Muhammed Baykal

https://doi.org/10.31822/jomat.2024-9-2-87

Öz

This is a conceptual review paper explains and discusses the role and potential of service robots in tourism and hospitality from the perspective of consumer behavior. The adoption and use of robots have increased rapidly in tourism and hospitality over the past few years due to a number of reasons. With the developments in digital technology and artificial intelligence, the use of robots has become cheaper and easier for businesses in various industries including tourism. Moreover, the developments such as the Covid-19 pandemic accelerated the adoption of robots in tourism and hospitality where interaction with the customer is frequent and intense. In line with the growth of the adoption and the use of service robots in the industry, there is a growing body of research in the field. The future potential of service robots and their adoption by businesses depend very much on a better understanding of service robots. This review study explores attitudes and expectations of consumers regarding the use of service robots at hotels.


Anahtar Kelimeler

Service robots Tourism Hospitality Attitude Expectation

Kaynakça

  • Ajzen, I., & Fishbein, M. (2000). Attitudes and the attitude–behavior relation: Reasoned and automatic processes. European Review of Social Psychology, 11(1), 1–33.
  • Alexis, P. (2017). “R-Tourism: Introducing the potential impact of robotics and service automation in tourism”, Ovidius University Annals, Series Economic Sciences, 17(1), 211–216.
  • Ayyildiz, T., Ayyildiz, A. Y., & Koc, E. (2023). Illusion of control in service failure situations: customer satisfaction/dissatisfaction, complaints, and behavioural intentions. Current Psychology, 1-16.
  • Bartneck, C., Suzuki, T., Kanda, T., & Nomura, T. (2007). The influence of people’s culture and prior experiences with Aibo on their attitude towards robots, Ai & Society, 21 (1-29, 217-230.
  • Baykal, M., & Yazıcı-Ayyıldız, A. (2022). Otel Yöneticileri ve Misafirleri Perspektifinden Dijitalleşme. GSI Journals Serie A: Advancements in Tourism, Recreation and Sports Sciences, 5(2), 307-324.
  • BBC News. (2014). Aloft Hotel trials Botlr 'robot butler' service. https://www.bbc.com/news/av/technology-28835134 (accessed on 02.02.2023)
  • Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J. (2020). Service robot implementation: a theoretical framework and research agenda. The Service Industries Journal, 40(3-4), 203-225.
  • Bernotat, J., & Eyssel, F. (2018). Can (‘t) Wait to Have a Robot at Home?-Japanese and German Users' Attitudes Toward Service Robots in Smart Homes. In 2018 27th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN) (pp. 15-22). IEEE.
  • Berns, K., & Von Puttkamer, E. (2009). Autonomous land vehicles. Vieweg+ Teubner GWV Fachverlage GmbH, Wiesbaden.
  • Breazeal, C. (2002). Regulation and entrainment in human—robot interaction. The International Journal of Robotics Research, 21(10-11), 883-902.
  • Cain, L. N., Thomas, J. H., & Alonso, M. (2019). “From sci-fi to sci-fact: the state of robotics and AI in the hospitality industry”, Journal of Hospitality and Tourism Technology, 10(4), 624-650.
  • Capek, K. (2001). Rossum’s Universal Robots (P. Selver & N. Playfair, Trans.): Dover Publications.
  • Carpenter, J., Davis, J. M., Erwin-Stewart, N., Lee, T. R., Bransford, J. D., & Vye, N. (2009). Gender representation and humanoid robots designed for domestic use. International Journal of Social Robotics, 1(3), 261–265.
  • Chen, C. W., Tseng, C. P., Lee, K. L., & Yang, H. C. (2011). Conceptual framework and research method for personality traits and sales force automation usage. Scientific Research and Essays, 6(17), 3784–3793.
  • Chen, H. (2010). Advertising and Generational Identity: A Theoretical Model, American Academy of Advertising Conference Proceedings, pp.132-140.
  • Chen, N. H., & Huang, S. C. T. (2016). Domestic technology adoption: Comparison of innovation adoption models and moderators. Human Factors and Ergonomics in Manufacturing & Service Industries, 26(2), 177–190.
  • Chiang, A. H., & Trimi, S. (2020). Impacts of service robots on service quality. Serv Bus 14, 439–459. https://doi.org/10.1007/s11628-020-00423-8
  • Choi, Y., Choi, M., Oh, M., & Kim, S. (2020). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. J. Hosp. Mark. Manag., 29, 613–635.
  • Chtourou, M., & Souiden, N. (2010). Rethinking the TAM model: Time to consider fun. Journal of Consumer Marketing, 27(4), 336–344.
  • Çolakoğlu, Ü., Bilgiç, Y. E., & Baykal, M. (2021). “Konaklama İşletmeleri Yöneticilerinin Endüstri 4.0’a Bakış Açıları”, Karabulut, Ş. (Editör), Turizm İşletmeciliği, Pazarlaması ve Ekonomisi içinde (pp. 99-111). Ankara: Gazi Kitabevi.
  • Cooper, M. A., Camprubí, R., Koc, E., & Buckley, R. (2021). Digital Destination Matching: Practices, Priorities and Predictions. Sustainability, 13(19), 10540.
  • Crowne Plaza Hotels & Resort. (2015). “IHG Rolls Out Delivery Robot At Crowne Plaza Hotel Located In The Heart of Silicon Valle”. https://static1.squarespace.com/static/53c76fe9e4b029b1ad4a55b6/t/55bfb194e4b03fff977d12cd/1438626196190/Crowne+Plaza+Dash+Release+FINAL+8.3.15.pdf (accessed on 02.02.2023)
  • Çuhadar, M., Demiray, G., Oztürk, M., & Alabacak, C. (2022). Konaklama işletmelerinde yapay zekâ ve robotik teknolojileri: Bibliyometrik bir. Journal of Tourism and Gastronomy Studies, 10(2), 1550-1580.
  • Davis, F. D. (1985). A technology acceptance model for empirically testing new end-user information systems: Theory and results (Doctoral dissertation, Massachusetts Institute of Technology).
  • Epley, N., Waytz, A., & Cacioppo, J. T. (2007). On seeing human: A three-factor theory of anthropomorphism. Psychological Review, 114(4), 864–886.
  • Ercan, F. (2020). Turizm Pazarlamasında Yapay Zekâ Teknolojilerinin Kullanımı ve Uygulama Örnekleri, AHBVÜ Turizm Fakültesi Dergisi, 23(2), 394-410.
  • Fabrigar, L., MacDonald, T., & Wegener, D. (2005). The structure of attitudes. In D. Albarracín, B. Johnson, & M. Zanna (Eds). The handbook of attitudes (79–114). New York, NY: Routledge.
  • Fuentes-Moraleda, L., Díaz-Pérez, P., Orea-Giner, A., Muñoz-Mazón, A., & Villacé-Molinero, T. (2020). Interaction between hotel service robots and humans: A hotel-specific Service Robot Acceptance Model (sRAM)”, Tourism Management Perspectives, 36, 100751, 1-16.
  • Fuste-Forne, F. (2021). Robot chefs in gastronomy tourism: what's on the menu?. Tourism Management Perspectives, 37, 100774.
  • Goldberg, L. R. (1990). An alternative “description of personality”: the big-five factor structure. Journal of Personality and Social Psychology, 59(6), 1216–1229.
  • Grönroos, C. (1990). Service management and marketing: managing the moments of truth in service competition. Lexington Books, Lexington.
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Yıl 2024, Cilt: 9 Sayı: 2, 87 - 98

Erdoğan Koç Ahu Yazıcı Ayyıldız Muhammed Baykal

https://doi.org/10.31822/jomat.2024-9-2-87

Öz

Kaynakça

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  • Haring, K. S., Silvera-Tawil, D., Takahashi, T., Velonaki, M., & Watanabe, K. (2015, August). Perception of a humanoid robot: a cross-cultural comparison. In 2015 24th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN) (pp. 821-826). IEEE.
  • Hatipoglu, S., & Koc, E. (2023). The Influence of Introversion–Extroversion on Service Quality Dimensions: A Trait Activation Theory Study. Sustainability, 15(1), 798.
  • Henn na Hotel. (2023). “Henn na Hotel Features”. https://www.hennnahotel.com/ginza/en/concept/ (accessed on 02.02.2023)
  • Hofstede, G. (1983). National cultures in four dimensions: A research-based theory of cultural differences among nations. International Studies of Management & Organization, 13(1-2), 46-74.
  • Hou, Y., Zhang, K., & Li, G. (2021). Service robots or human staff: How social crowding shapes tourist preferences, Tourism Management, 83, 104242, 1-9.
  • Hudson, J., Orviska, M., & Hunady, J. (2017). People's attitudes to robots in caring for the elderly, International Journal of Social Robotics, 9(2), 199-210.
  • İbiş, S. (2019). Turizm Endüstrisinde Robotlaşma, Türk Turizm Araştırmaları Dergisi, 3(3), 403-420.
  • IFR. (2023). “Executive Summary World Robotics 2021 Industrial Robots”. https://ifr.org/img/worldrobotics/Executive_Summary_WR_Industrial_Robots_2021.pdf (accessed on 02.02.2023).
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  • 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 University of Management, 10, 283-293.
  • Ivanov, S., & Webster, C. (2019). Robots in tourism: A research agenda for tourism economics, Tourism Economics, 1–21. https://doi.org/10.1177/1354816619879583
  • Ivanov, S., Seyitoğlu, F., & Markova, M. (2020). Hotel managers’ perceptions towards the use of robots: a mixed-methods approach. Information Technology & Tourism, 22(4), 505-535.
  • 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.
  • Ivanov, S., Webster, C., & Seyyedi, P. (2018). Consumers’ attitudes towards the introduction of robots in accommodation establishments. Tourism, 63(3), 302–317.
  • Kazandzhieva, V., & Filipova, H. (2019). Customer attitudes toward robots in travel, tourism, and hospitality: a conceptual framework. In Robots, artificial intelligence, and service automation in travel, tourism and hospitality. Emerald Publishing Limited.
  • Khawar, M. (2017). The Geography of Underdevelopment: Institutions and the Impact of Culture. Palgrave Macmillan.
  • Koc, E. (2020a). Cross-cultural aspects of tourism and Hospitality: A services marketing and Management Perspective. Routledge: London.
  • Koc, E. (2020b). Do women make better in tourism and hospitality? A conceptual review from a customer satisfaction and service quality perspective. Journal of Quality Assurance in Hospitality & Tourism, 21(4), 402-429.
  • Koc, E., & Ayyildiz, A. Y. (2021). Culture’s influence on the design and delivery of the marketing mix elements in tourism and hospitality. Sustainability, 13(21), 11630.
  • Kotler, P., & Keller, K. L. (2016). Marketing Management, (15th edition) Pearson Education: Essex.
  • Lazányi, K. (2019). Generation Z and Y–are they different, when it comes to trust in robots?, 2019 IEEE, 23rd International Conference on Intelligent Engineering Systems (INES), Óbuda University, Gödöllo, Hungary, IEEE, pp.191-194.
  • Lin, C. H., Liu, E. Z. F., & Huang, Y. Y. (2012). Exploring parents’ perceptions towards educational robots: Gender and socio-economic differences. British Journal of Educational Technology, 43(1), E31–E34.
  • Lin, I. Y., & 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, 102876.
  • Litvin, S. W., Crotts, J. C., & Hefner, F. L. (2004). Cross-cultural tourist behaviour: A replication and extension involving Hofstede’s uncertainty avoidance dimension. International Journal of Tourism Research. 6, 29–37.
  • Lu, L., Cai, R., & Gursoy, D. (2019). Developing and validating a service robot integration willingness scale. International Journal of Hospitality Management, 80, 36–51.
  • MacDorman, K. F., Vasudevan, S. K., & Ho, C. C. (2009). Does Japan really have robot mania? Comparing attitudes by implicit and explicit measures. AI & Society, 23, 485–510.
  • Meidute-Kavaliauskiene, I., Çiğdem, Ş., Yıldız, B., & Davidavicius, S. (2021). The effect of perceptions on service robot usage intention: a survey study in the service sector. Sustainability, 13(17), 9655.
  • Merkle, M. (2021). Humanoid Service Robots: Customer Expectations and Customer Responses. Springer Nature.
  • Mothersbaugh, D. L., & Hawkins, D. I. (2016). Consumer Behavior: Building Marketing Strategy (13th Edition), New York: McGraw-Hill Education.
  • Obaid, M., Salem, M., Ziadee, M., Boukaram, H., Moltchanova, E., & Sakr, M. (2016, October). Investigating effects of professional status and ethnicity in human-agent interaction. In Proceedings of the Fourth International Conference on Human Agent Interaction (pp. 179–186). ACM.
  • Oliver, R. (1980). A cognitive model of the antecedents and consequences of satisfaction Decision. J Mark Res 17(4):460–469.
  • Onorato, D. A. (2018). Robots, unions, and aging: Determinants of robot adoption evidence from OECD countries. Atlantic Economic Journal, 46(4), 473–474.
  • Paluch, S., Wirtz, J., & Kunz, W. H. (2020). Service robots and the future of services. Marketing Weiterdenken: Zukunftspfade für eine marktorientierte Unternehmensführung, 423-435.
  • Phillips, R. G. (2002). Technology business incubators: how effective as technology transfer mechanisms? Technology in society, 24(3), 299-316.
  • Pransky, J. (1996). Service robots – How should we define them? Service Robot: An International Journal, 2(1), 4–5.
  • Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: The mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3), 247-268.
  • Reich, N., & Eyssel, F. (2013). Attitudes towards service robots in domestic environments: The role of personality characteristics, individual interests, and demographic variables. Paladyn, Journal of Behavioral Robotics, 4(2), 123-130.
  • Robinson, V. M., & Schänzel, H. A. (2019). A tourism inflex: generation Z travel experiences. Journal of Tourism Futures 5(2): 127–141.
  • Rogers, E. M. (1962). How research can improve practice: A case study. Theory into Practice, 1(2), 89-93.
  • Rogers, E. M., & Williams, D. (1983). Diffusion of. Innovations (Glencoe, IL: The Free Press, 1962).
  • Sari, I. P., Giriati, E. L., Rustam, M., & Saputra, P. (2023). The Impact of Complaint Handling and Service Quality on Customer Satisfaction and Customer Loyalty in Customers of Pontianak Branch of Bank Kalbar Syariah. East African Scholars Journal of Economics, Business and Management, 6(19, 17-28.
  • Schiffman, L. G., & Wisenblit, J. (2019). Consumer Behavior (12th Edition), New York: Pearson.
  • Sigala, M. (2020). Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research, Journal of Business Research, 117, 312-321.
  • Skinner, H., Sarpong, D., & White, G. R. T. (2018). Meeting the needs of the Millennials and Generation Z: gamification in tourism through geocaching, Journal of Tourism Futures, 4(1), 93-104.
  • Song, A., Wu, C., Ni, D., Li, H., & Qin, H. (2016). One-therapist to three-patient telerehabilitation robot system for the upper limb after stroke. International Journal of Social Robotics, 8(2), 319–329.
  • Strauss, W., & Howe, N. (1991). Generations: The history of America's future, 1584 to 2069. New York: Quill.
  • Teresa, Z. (2012). History of service robots. In Robotics: Concepts, Methodologies, Tools, and Applications (pp. 1-14). IGI Global.
  • Thapa, R., Yang, Y., & Chan, S. (2020). Young rural women’s perceptions of sexual infidelity among men in Cambodia. Culture, health & sexuality, 22(4), 474-487.
  • Tung, V. W. S., & Au, N. (2018). Exploring customer experiences with robotics in hospitality, International Journal of Contemporary Hospitality Management, 30(7), 2680-2697. https://doi.org/10.1108/IJCHM-06-2017-0322
  • Turner, A. (2015). Generation Z: Technology and social interest, The Journal of Individual Psychology, 71(2), 103-113.
  • Upamannyu, N. K., Gulati, C., Chack, A., & Kaur, G. (2015). The effect of customer trust on customer loyalty and repurchase intention: The moderating influence of perceived CSR. International Journal of Research in IT, Management and Engineering, 5(4), 1-31.
  • Van Pinxteren, M. M., Wetzels, R. W., Rüger, J., Pluymaekers, M., & Wetzels, M. (2019). Trust in humanoid robots: Implications for services marketing. Journal of Services Marketing, forthcoming, 33(4), 507-518.
  • Venkatesh, V., & Morris, M. G. (2000). Why don't men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior. MIS quarterly, 115-139.
  • Venkatesh, V., Thong, J. Y., & Xu, X. (2016). Unified theory of acceptance and use of technology: A synthesis and the road ahead. Journal of the association for Information Systems, 17(5), 328-376.
  • Walters, M. L., Syrdal, D. S., Dautenhahn, K., Te Boekhorst, R., & Koay, K. L. (2008). Avoiding the uncanny valley: Robot appearance, personality and consistency of behavior in an attentionseeking home scenario for a robot companion. Autonomous Robots, 24(2), 159–178.
  • Wang, C., & Mattila, A. S. (2010). A grounded theory model of service providers' stress, emotion, and coping during intercultural service encounters, Managing Service Quality: An International Journal, 20(4), 328-342. https://doi.org/10.1108/09604521011057478
  • Winimy. (2023). “Hilton and IBM pilot “Hilton and IBM pilot “Connie,” The world’s first Watson-enabled hotel concierge robot”. https://www.winimy.ai/blog/hilton-and-ibm-pilot-connie-the-worlds-first-watson-enabled-hotel-concierge-robot/#:~:text=Today%20Hilton%20Worldwide%20and%20IBM,and%20hotel%20features%20and%20amenities. (accessed on 02.02.2023)
  • Wirtz, J., Patterson, P., Kunz, W., Gruber, T., Lu, V., Paluch, S., & Martins, A. (2018). Brave new world: service robots in the frontline, Journal of Service Management, 29(5), 907–931.
  • Yazici-Ayyildiz, A., Baykal, M., & Koc, E. (2022). Attitudes of hotel customers towards the use of service robots in hospitality service encounters. Technology in Society, 70(C).
  • Yotel New York. (2023). “Say Yo”. https://www.yotel.com/en/yotel-hotels (accessed on 02.02.2023).
Toplam 94 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Turizm (Diğer)
Bölüm Contents
Yazarlar

Erdoğan Koç 0000-0003-3183-2574

Ahu Yazıcı Ayyıldız 0000-0002-1301-2428

Muhammed Baykal 0000-0002-7763-1949

Erken Görünüm Tarihi 11 Ekim 2023
Yayımlanma Tarihi
Yayımlandığı Sayı Yıl 2024 Cilt: 9 Sayı: 2

Kaynak Göster

APA Koç, E., Yazıcı Ayyıldız, A., & Baykal, M. (2023). Tourist behavior after service robots. Journal of Multidisciplinary Academic Tourism, 9(2), 87-98. https://doi.org/10.31822/jomat.2024-9-2-87
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