Fonte: Turismo y Sociedad; Vol. 34 (2024): Enero-Junio; 179-200
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Resumo: The aim of the research is to determine the willingness and perspectives of the employees of the five-star hotel business in Nevsehir, 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.
