ADVANCES IN HOSPITALITY AND TOURISM RESEARCH (AHTR), cilt.2, sa.4, ss.1-26, 2023 (ESCI)
Managers have to endure some costs in order to develop human
resources, which is one of the most significant providers of
organizational performance. These costs are expenditures for
human resources activities and customer dissatisfaction caused by
work accidents and negative personnel behaviors. This study
primarily aims to determine the expenditures made by the
managers and the behavior of the employees that disturb the guests.
Text mining methods is used to identify cost of human labor and
employee behaviors referred to by managers' reviews, and
association rules is used to find out common cost and behaviors in
managers' reviews. The secondary aim of the study is to investigate
the managers' intentions to employ robots to solve human-induced
challenges. Contrary to the literature, managers believe that robots
cannot contribute to the solution of these problems and they don’t
think to work with service robots.