Service robots in hotel businesses: A mixed method study
Titulo:

Service robots in hotel businesses: A mixed method study
.

Sumario:

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 servi... Ver más

Guardado en:

Turismo y Sociedad

0120-7555

2346-206X

Mehmet Tekeli

Ebru Kemer

Ezgi Kırıcı Tekeli

UNIVERSIDAD EXTERNADO DE COLOMBIA

10.18601/01207555.n34.07

34

2023-12-12

179

200

Colombia

robots de servicio,

personal del hotel,

método mixto,

Capadocia,

Nevşehir,

Turquía

Mehmet Tekeli, Ebru Kemer , Ezgi Kırıcı Tekeli - 2023

Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.

info:eu-repo/semantics/openAccess

http://purl.org/coar/access_right/c_abf2

id metarevistapublica_uexternado_turismoysociedad_44_article_9195
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spelling Service robots in hotel businesses: A mixed method study
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; 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.
Mehmet Tekeli
Ebru Kemer
Ezgi Kırıcı Tekeli
service robots,
hotel employees,
mixed-method,
Cappadocia,
Nevşehir,
Turkey
robots de servicio,
personal del hotel,
método mixto,
Capadocia,
Nevşehir,
Turquía
34
, Año 2024 : Enero-Junio
Artículo de revista
Journal article
2023-12-12T12:02:48Z
2023-12-12T12:02:48Z
2023-12-12
application/pdf
text/html
text/xml
Facultad de Administración de Empresas Turísticas y Hoteleras
Turismo y Sociedad
0120-7555
2346-206X
https://revistas.uexternado.edu.co/index.php/tursoc/article/view/9195
10.18601/01207555.n34.07
https://doi.org/10.18601/01207555.n34.07
spa
http://creativecommons.org/licenses/by-nc-sa/4.0
Mehmet Tekeli, Ebru Kemer , Ezgi Kırıcı Tekeli - 2023
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.
179
200
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https://revistas.uexternado.edu.co/index.php/tursoc/article/download/9195/16517
https://revistas.uexternado.edu.co/index.php/tursoc/article/download/9195/16518
https://revistas.uexternado.edu.co/index.php/tursoc/article/download/9195/16529
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info:eu-repo/semantics/publishedVersion
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Text
Publication
institution UNIVERSIDAD EXTERNADO DE COLOMBIA
thumbnail https://nuevo.metarevistas.org/UNIVERSIDADEXTERNADODECOLOMBIA/logo.png
country_str Colombia
collection Turismo y Sociedad
title Service robots in hotel businesses: A mixed method study
spellingShingle Service robots in hotel businesses: A mixed method study
Mehmet Tekeli
Ebru Kemer
Ezgi Kırıcı Tekeli
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
title_eng Service robots in hotel businesses: A mixed method study
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.
description_eng 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.
author Mehmet Tekeli
Ebru Kemer
Ezgi Kırıcı Tekeli
author_facet Mehmet Tekeli
Ebru Kemer
Ezgi Kırıcı Tekeli
topic service robots,
hotel employees,
mixed-method,
Cappadocia,
Nevşehir,
Turkey
robots de servicio,
personal del hotel,
método mixto,
Capadocia,
Nevşehir,
Turquía
topic_facet service robots,
hotel employees,
mixed-method,
Cappadocia,
Nevşehir,
Turkey
robots de servicio,
personal del hotel,
método mixto,
Capadocia,
Nevşehir,
Turquía
topicspa_str_mv robots de servicio,
personal del hotel,
método mixto,
Capadocia,
Nevşehir,
Turquía
citationvolume 34
citationedition , Año 2024 : Enero-Junio
publisher Facultad de Administración de Empresas Turísticas y Hoteleras
ispartofjournal Turismo y Sociedad
source https://revistas.uexternado.edu.co/index.php/tursoc/article/view/9195
language spa
format Article
rights http://creativecommons.org/licenses/by-nc-sa/4.0
Mehmet Tekeli, Ebru Kemer , Ezgi Kırıcı Tekeli - 2023
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.
info:eu-repo/semantics/openAccess
http://purl.org/coar/access_right/c_abf2
references 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.
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