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Turizm ve konaklama endüstrisinde robot teknolojilerinin kullanımı her geçen gün daha da popüler hale gelmektedir. Robot-insan etkileşiminin yüksek seviyesi nedeniyle hem müşteri hem de hizmet sağlayıcı, robotların bu sektördeki adaptasyonunu disiplinler arası bir yaklaşımla değerlendirmek zorundadır. Bu çalışma, bilişim sistemleri perspektifinden bireylerin otel hizmetlerinde kullanılan robot teknolojilerini kabulünü, güven inancı faktörüne dayalı Teknoloji Kabul Modeli (TKM) çerçevesinde duygusal tepkilerin etkisiyle incelemektedir. Araştırma bulguları, güven inancının algılanan eğlence üzerinde olumlu, robot anksiyetesi üzerinde ise olumsuz yönde etkisi olduğu göstermektedir. Algılanan eğlencenin temel TKM değişkenleri olarak algılanan fayda ve algılanan kullanım kolaylığını olumlu yönde etkilediği, robot anksiyetesinin ise duygusal tepki olarak yalnızca kullanım kolaylığı üzerinde olumsuz bir etkiye sahip olduğu gözlemlenmiştir. Bu açıdan, otel hizmet robotları bağlamında, TKM ilkelerinin geçerliliği harici değişkenler kullanılarak test edilmiş ve araştırma kapsamında doğrulanmıştır. Bu çalışma, Türkiye’de otel hizmet robotu kabulü algısını müşteri perspektifinden anlamaya yönelik öncü çalışmalardandır. Çalışma bulgularının henüz gelişme aşamasında olan ilgili literatüre katkı sağlaması ve sektör yöneticilerine pratik öneriler sunması beklenmektedir.
The use of robotic technologies in the tourism and accommodation industry is becoming more and more popular every day. Due to the high level of robot-human interaction, both the customer and the service provider have to evaluate the adaptation of robots in this sector with an interdisciplinary approach. This study examines the acceptance of the robotic technologies used by individuals in hotel services from the computer systems perspective, with the influence of emotional reactions in the framework of the Technology Acceptance Model (TKM) based on the confidence factor. Research findings show that confidence has a positive impact on the entertainment perceived, while robotic anxiety has a negative impact on it. It has been observed that detected entertainment positively affects the benefits and usability that are perceived as the main TKM variables, while robotic anxiety has a negative effect on usability only as an emotional response. In this regard, in the context of the hotel service robots, the validity of the TKM principles has been tested using external variables and verified within the framework of research. This study is a leading study aimed at understanding the perception of hotel service robots in Turkey from the customer perspective. The findings of the study are expected to contribute to the relevant literature that is still in the development phase and to present practical recommendations to industry managers.
The application of robot technology in the tourism and hospitality industries is becoming increasingly popular. Due to the high level of robot-human interaction, both the customer and the service provider must evaluate the adaptation of robots in this industry using an interdisciplinary approach. From the perspective of information systems, this study examines individuals’ acceptance of robots used in hotel services within the framework of a trusting belief-based technology acceptance model (TAM) that includes the effect of emotional reactions. According to the results, it was observed that trusting belief have positive effects in both enjoyment and negative robot anxiety, considering hotel service robots specifically. In terms of affective reactions, enjoyment was observed to positively affect the perceived usefulness and ease of use as core TAM variables, while robot anxiety has a negative effect only on ease of use. In the context of hotel service robots, the validity of the TAM principles has been tested and verified using external variables. To the best of our knowledge, this study is the first attempt to understand the perception of hotel service robot adaptation in Turkey from the customer perspective. The study findings are expected to contribute to the literature, which is still in the early development stage, and provide practical advice to sector managers.
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