What Do Hotel Employees Think about Service Robots? A Qualitative Study in Turkey
Document Type
Article
Publication Date
2021
Keywords
Robot, Service robot, Non-human, Hotel, Hotel employees
Abstract
This study aims to determine Turkish hotel employees' perceptions towards service robots. Data were collected through 40 in-depth interviews with hotel employees from different departments. Data were analysed through thematic analysis. The results revealed that the word “robot” evoked negative emotions for hotel employees. While the hotel employees think that service robots may provide different benefits and advantages for employees and businesses, they also believe that service robots may create some problems during communication with the customers. The hotel employees also think that service robots would lead to an increased unemployment rate in the future.
Digital Object Identifier (DOI)
https://doi.org/10.1016/j.tmp.2020.100775
Citation / Publisher Attribution
Tourism Management Perspectives, v. 37, art. 100775
Scholar Commons Citation
Vatan, Ahmet and Dogan, Seden, "What Do Hotel Employees Think about Service Robots? A Qualitative Study in Turkey" (2021). School of Hospitality and Tourism Management Faculty Publications. 18.
https://digitalcommons.usf.edu/hft_facpub/18
Was this content written or created while at USF?
Yes
