Turizm Fakültesi

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A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots
(International Journal of Hospitality Management, 2020) Seyitoğlu, Faruk; Ivanov, Stanislav
This study aims to develop a conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world. Several theoretical approaches such as resource-based view, value chain analysis, stakeholder theory, PESTEL analysis, positioning strategy, and service delivery system design were adopted. The paper identified three service delivery system designs (robotic, human-based, and mixed) and analyses their requirements, advantages, disadvantages, and potential target markets. According to the suggested model, hospitality firms need first to explore the expectations of tourists. Then comes the analysis phase (based on a holistic perspective, and consisting of RBV, Value chain, Stakeholder, and PESTEL analyses), which helps hospitality firms to identify how they should differentiate and position themselves in the market. Following, companies decide on what kind of service delivery system they should offer to their target customers, and position themselves in the market according to the chosen system.
Critical success factors for tourist destination governance in times of crisis: a case study of Antalya, Turkey
(ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD, 2018) Cakar, Kadir
The aim of this paper is to identify the critical success factors for the development of crisis management and strategy for the governance of the tourist destination of Antalya, Turkey. Data was obtained from in situ interviews, participant observation, and documentation. Interviews were conducted with the main tourism stakeholders representing both public and private sectors in Antalya. Findings show that the critical success factors of responsiveness, shared roles, strategy formation, and collaboration are vital for effective crisis management. The study also highlighted the fact that in the area of shared roles and collaboration, encompassing the characteristics of coordination, communication, cooperation, and knowledge transfer, stakeholders are proving ineffectual, thereby obstructing the development of necessary strategies for crisis management and the recovery process. Further, ineffective governance, adopted by local stakeholders, has had a substantial negative impact on the process of developing future effective crisis management strategies.
The future of restaurant labour: evidence from the U.S. restaurants
(Routledge, 2023) Seyitoğlu, Faruk; Atsız, Ozan; Acar, Ayşegül
This study contributes to the literature by delving into the perspectives of restaurant employees and managers in the USA about the future of restaurant labour. Through a qualitative research approach, we conducted 25 semi-structured interviews with employees and managers. The findings reveal the challenges of restaurant labour, including high turnover rates due to long hours and working during holidays and weekends, lack of work-life balance, and high levels of stress and pressure on employees. The impacts of the COVID-19 pandemic on the future of restaurant labour are extracted as restaurant operations-related, management-related, employee-related, and patron-related impacts. Finally, this research highlights the requirements for the future of restaurant labour, which are requirements to enhance the quality of working conditions and decrease the turnover rate and requirements to sustain in the restaurant industry as an employee.
Overtourism: Tourism Management and Solutions
(ELSEVIER SCI LTD, 2021) ÇAKAR, Kadir
In recent years, many tourism destinations have faced the problem known as “overtourism”, including several European destinations that face critical issues in developing solutions to cope with the issues they experience. Cities ensure visitors have a wide variety of facilities to interest them, but this can result in attracting too many tourists (Koens, Postma, & Papp, 2018), resulting in significant pressures and rapid urbanisation. The recent growth of tourism in urban areas has brought about a substantially increased demand for urban tourism (UNWTO, 2018). The overtourism phenomenon is defined by Milano, Cheer, and Novelli (2018) as, “the excessive growth of visitors leading to overcrowding in areas where residents suffer the consequences of temporary and seasonal tourism peaks, which have enforced permanent changes to their lifestyles, access to amenities and well-being”. As a result, a drastic shift has been seen in the perceptions of local people of tourism in many destinations due to mass tourism, which has become a significant problem for local residents who react by protesting in the streets (Goodwin, 2017).
The past of tourist behaviour in hospitality and tourism in difficult times: a systematic review of literature (1978-2020)
(Emerald, 2022) Çakar, Kadir; Aykol, Şehmus
Purpose The purpose of this study is to fill a gap in literature with a meta-analysis of previous studies assessing the decision-making processes of travellers when choosing holiday destinations in times of crisis. Design/methodology/approach This study presents here an abductive analysis of the findings of 737 peer-reviewed studies published in leading hospitality and tourism journals between 1978 and 2020. The studies in question concentrate on tourist typologies and behaviours when making destination choices in times of crisis, and the garnered data was subjected to a computer-aided data analysis adopting a thematic analysis technique, making use of Leximancer software. Findings The data was subjected to a thematic analysis and clustered under five main categories based on the distribution of articles by publication year, research topic, author contributions, articles by journal and articles by country (e.g. tourist typology, travellers' decision-making, holiday decision-making, tourist decision-making, destination choice, traveller behaviour and vacation decision-making). Research limitations/implications The limitations of this study include its inclusion only of articles listed in the SCOPUS, Web of Science and ScienceDirect databases. This study makes a critical assessment of the current gaps in literature and proposes questions to be raised in future studies. Originality/value This study proposes several topics for future investigation that are considered necessary to close crucial gaps in our understanding of the tourism sector's response to behavioural trends. The authors' intention in this regard is to increase the scholarly awareness of decision-making models relevant to destination choice by linking tourist typologies and the behaviour exhibited before, during and after crises.
Robots and emotional intelligence: A thematic analysis
(Elsevier, 2024) Seyitoğlu, Faruk; Ivanov, Stanislav
The research on emotional intelligence in social robots is growing. This paper provides a thematic analysis of the studies on robots and emotional intelligence, synthesising and evaluating current knowledge and research topics. In addition, based on the thematic analysis of the studies, it also provides a conceptual framework explaining the emotional intelligence of robots that includes both actors (human and robot) in a human-robot interaction setting. The findings are based on the analysis of 252 studies published until the end of 2022 and indexed in the Scopus database. The results unveiled two main themes (robot design-technical developments and characteristics and human-robot interaction), including sub-themes and topics that emerged in the literature. Finally, the themes and sub-themes were evaluated through a critical discussion to develop a conceptual framework for robots and emotional intelligence.
Robots as restaurant employees - A double-barrelled detective story
(Elsevier, 2021) Seyitoğlu, Faruk; Ivanov, Stanislav; Atsız, Ozan; Çifçi, İbrahim
The paper evaluates the perceptions of Turkish restaurant managers and customers towards service robots. The sample includes 26 managers and 32 customers. Data were collected through semi-structured interviews. The findings reveal that robots are suitable for dirty, dull, dangerous and repetitive tasks. Customers have mostly positive attitudes towards robots while managers – mostly negative. However, respondents agree that robots improve service quality. A mixed service delivery system based on human-robot collaboration is perceived as the most appropriate. Customers are willing to pay more for the robotic service experience. Theoretical and managerial implications are discussed as well.
Service robots and perceived discrimination in tourism and hospitality
(ScienceDirect, 2023) Seyitoğlu, Faruk; Ivanov, Stanislav
This study explores the influences of the incorporation of service robots in the service delivery systems of tourism and hospitality companies on the perceived discrimination of tourists and tourism employees. In doing so, a conceptual framework is proposed to explain the relationships between robots-based service delivery systems in tourism and hospitality (e.g., fully robotised and mixed service delivery systems) and discrimination. This paper demonstrates that although service robots may be advantageous in eliminating/mitigating perceived discrimination (from employees to tourists, tourists to tourists, tourists to employees, employer/employee to employee), using robots can also create or aggravate perceived discrimination. Though this study is the first attempt on the subject and presents beneficial knowledge for tourism and hospitality service providers and service robot designers, future empirical studies could shed more light on the relationship between robots-based service delivery systems and discrimination in the tourism and hospitality context.
Service robots as a tool for physical distancing in tourism
(Current Issues in Tourism, 2021) Seyitoğlu, Faruk; Ivanov, Stanislav
COVID-19 pandemic is affecting negatively the tourism and hospitality industry. As people must avoid physical interaction, service robots can be a useful tool to ensure a high level of physical social distance during the epidemic. This paper discusses whether the application of service robots to provide physical distance in the tourism and hospitality context is going to be beneficial or there will be side effects as well. The paper posits that service robots create a technological shield between tourists and employees that increases the physical and emotional distance between them.
The two-way perspective of tourism undergraduates towards (post-)viral world: The future of tourism, and vocational development and career
(ScienceDirect, 2022) Seyitoğlu, Faruk; Atsız, Ozan; Kaya, Fazıl; Taş, Sedat
This timely paper explores the future of tourism and vocational career in the Covid-19 period from the perspective of undergraduate tourism students. The data were collected through semistructured interviews with 30 students majoring in tourism faculty departments following the qualitative methodology. The findings demonstrate that vocational development and career planning in the Covid-19 era and the future of tourism are the main dimensions identifying students’ perspectives. The vocational and psychological pandemic effects are shaping the future career decisions of students. Furthermore, the future of tourism includes the elements related to tourist expectations and behaviours and trends in the (post-)viral tourism.

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