Yapay Zekanın Turizm Sektörünün İstihdam Yapısına Etkisi: ChatGPT ile Bir Söyleşi

Bu çalışma, yapay zekanın turizm sektöründeki işgücü üzerindeki etkisini araştırmayı, yapay zeka (YZ)'nın olumsuz etkilerini azaltmak için yöneticilerin ve çalışanların yapabilecekleri eylemleri önermeyi ve turizmde istihdamın geleceğini tahmin etmeyi amaçlamaktadır. Çalışmada nitel araştırma yaklaşımlarından görüşme tekniği kullanılmıştır. Görüşmeci olarak ChatGPT kullanılmıştır. Görüşmeler sırasında ChatGPT soru ekranı kullanılarak sekiz soru yöneltilmiştir (https://chat.openai.com/chat). Çalışma, yapay zekanın (YZ) turizmde on beş yeni iş pozisyonunda ortaya çıkacağını göstermiştir. Çalışma, yapay zekanın turizm endüstrisine entegre edilmesinin çalışanlar için iş tatmini ve bağlılığı artırma, daha bilinçli kararlar alma, iş yüklerini ve tükenmişliklerini azaltma, daha etkili iş stratejileri ve hizmet teklifleri formüle etme, mesleki gelişimlerine devam etme, yeni kariyer yolları keşfetme ve pratik problem çözme becerileri kazanma gibi çeşitli avantajları olduğunu ortaya koymuştur. Çalışma, yapay zekanın çalışanlar üzerinde iş değiştirme, iş uyumsuzlukları, beceri açığı, yeniden beceri kazandırma zorlukları, benimseme, yaratıcılık, karar verme, iş yükü, tükenmişlik, etik, adalet, iş performansı, iş tatmini, monotonluk hissi, kariyer ilerlemesi ve kimlik kaybı gibi konularda potansiyel olarak olumsuz etkileri olduğunu vurgulamıştır.

Anahtar Kelimeler:

Turizm, yapay zekâ, ChatGPT, istihdam

The Impact of Artificial Intelligence on the Employment Structure of the Tourism Industry: An Interview with ChatGPT

This study aims to investigate the impact of artificial intelligence (AI) on the workforce in the tourism sector, suggest measures that managers and employees can utilize to mitigate the adverse effects of AI, and predict the future of employment in tourism. In the study, the interview technique was used in qualitative research approaches. ChatGPT was used as an interviewer. Eight questions were posed during the interviews using the ChatGPT question screen (https://chat.openai.com/chat). The study showed that artificial intelligence (AI) will emerge in fifteen new job positions within tourism. The study revealed that integrating artificial intelligence (AI) in the tourism industry has several advantages for employees, such as enhancing job satisfaction and commitment, making more informed decisions, reducing their workload and burnout, formulating more effective business strategies and service offerings, continuing professional development, discover new career paths, and acquiring practical problem-solving abilities. The study highlighted that AI has potentially adverse effects on employees on subjects, including job displacement, job mismatches, skills gap, reskilling challenges, adopting, creativity, decision-making, workload, burnout, ethical, fairness, job performance, job satisfaction, sense of monotony, career advancement, and identity lost.

Keywords:

Tourism, artificial intelligence, ChatGPT, employment,

PDF

___

Acemoglu, D. and Restrepo, P. (2020). The wrong kind of AI? Artificial intelligence and the future of labour demand. Cambridge Journal of Regions, Economy and Society, 13(1), 25-35. https://doi.org/10.1093/cjres/rsz022
Aghion, P., Antonin, C. and Bunel, S. (2019). Artificial intelligence, growth and employment: The role of policy. Economie et Statistique / Economics and Statistics, 510-511-512, 149-164. https://doi.org/10.24187/ecostat.2019.510t.1994
Atar, A. (2020). Gelenekselden dijitale turizm sektörü. Türk Turizm Araştırmaları Dergisi, 4(2), 1640-1654. https://doi.org/10.26677/TR1010.2020.417
Baum, T., Solnet, D., Robinson, R. and Mooney, S. K. (2020). Tourism employment paradoxes, 1946-2095: A perspective article. Tourism Review, 75(1), 252-255. https://doi.org/10.1108/TR-05-2019-0188
Bisoi, S., Roy, M. and Samal, A. (2020). Impact of artificial intelligence in the hospitality industry. International Journal of Advanced Science and Technology, 29(5), 4265-4276. http://sersc.org/journals/index.php/IJAST/issue/view/274
Boyd, R. and Holton, R. J. (2018). Technology, innovation, employment and power: Does robotics and artificial intelligence really mean social transformation? Journal of Sociology, 54(3), 331–345. https://doi.org/10.1177/1440783317726591
Budak, N. (2021). Geleceğin meslekleri ve dijital beceriler. C. S. Öz (Ed.), In, Çalışma ekonomisi ve endüstri ilişkileri seçme yazılar – V (s. 283-312). Sakarya : Değişim Yayınları.
Bulchand-Gidumal, J. (2022). Impact of artificial intelligence in travel, tourism, and hospitality. In, Handbook of e-Tourism (pp. 1943-1962). Cham: Springer International Publishing.
Carvalho, I. and Ivanov, S. (2023). Chatgpt for tourism: Applications, benefits and risks. Tourism Review. Early online publication. https://doi.org/10.1108/TR-02-2023-0088
Demir, Ç. (2021). Konaklama işletmelerinin iş süreçlerinde yapay zekâ teknolojileri ve akıllı otel uygulamaları: Avantajlar ve dezavantajlar. Journal of Tourismand Gastronomy Studies, 9(1), 203-219. https://doi.org/10.21325/jotags.2021.785
Dengiz, C. C., Dengiz, Y., Doğan, M. Y. and Doğan, H. (2021). Yapay zeka eksenli istihdam riski ve çözüm önerisi: Evrensel temel gelir üzerine bir inceleme. Ö. Gökkaya, İ. Kiliçaslan, B. Demir, and M. Of (Ed.), In, International marmara social sciences congress (Spring) 2021 proceedings e-book (s. 84-91). Kocaeli: IMASCONGRESS.
Dumitru, D. (2023). A fundamental insight over the consequences of artificial intelligence on the tourism industry. Revista de turism-studii si cercetari in turism(35), 1-8. http://www.revistadeturism.ro/rdt/article/view/618
Dwivedi, Y. K., Pandey, N., Currie, W. and Micu, A. (2023). Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: Practices, challenges and research agenda. International Journal of Contemporary Hospitality Management. Early online publication. https://doi.org/10.1108/ijchm-05-2023-0686
Erul, E. and Işın, A. (2023). Chatgpt ile sohbetler: Turizmde ChatGPT'nin önemi. Journal of Tourism and Gastronomy Studies, 11(1), 780-793. https://doi.org/10.21325/jotags.2023.1217
Fu, S., Zheng, X. and Wong, I. A. (2022). The perils of hotel technology: The robot usage resistance model. International Journal of Hospitality Management, 102(103174), 1-11. https://doi.org/10.1016/j.ijhm.2022.103174
Fusté-Forné, F. and Orea-Giner, A. (2023). Gastronomy in tourism management and marketing: An interview with ChatGPT. Robonomics: The Journal of The Automated Economy, (4), 1-13. https://www.journal.robonomics.science/index.php/rj/article/view/42
Gursoy, D. (2018). Future of hospitality marketing and management research. Tourism Management Perspectives, (25), 185-188. https://doi.org/10.1016/j.tmp.2017.11.008
Huang, A., Chao, Y., Velasco, E. D., Bilgihan, A. and Wei, W. (2022). When artificial intelligence meets the hospitality and tourism industry: An assessment framework to inform theory and management. Journal of Hospitality and Tourism Insights, 5(5), 1080-1100. https://doi.org/10.1108/JHTI-01-2021-0021
İrhan, H. B. (2021). Yapay zeka ve istihdam: Covid.19 sürecinde OECD ülkeleri istihdam değerlendirmesi. Dumlupınar Üniversitesi İİBF Dergisi, (8), 25-34. https://dergipark.org.tr/en/download/article-file/2273222
Khaliq, A., Waqas, A., Nisar, Q. A., Haydar, Ş. and Asghar, Z. (2022). Application of AI and robotics in hospitality sector: A resource gain and resource loss perspective. Technology in Society, 68(101807), 1-10. https://doi.org/10.1016/j.techsoc.2021.101807
Kong, H., Yuan, Y., Baruch, Y., Bu, N., Jiang, X. and Wang, K. (2021). Influences of artificial intelligence (AI) awareness on career competency and job burnout. International Journal of Contemporary Hospitality Management, 33(2), 717-734. https://doi.org/10.1108/IJCHM-07-2020-0789
Koo, B., Curtis, C. and Ryan, B. (2021). Examining the impact of artificial intelligence on hotel employees through job insecurity perspectives. International Journal of Hospitality Management, 95(102763), 1-12. https://doi.org/10.1016/j.ijhm.2020.102763
Kömürcü, S., Ertamay, S. İ. and Güler, M. E. (2021). Impacts of technological development on employment structure of tourism industry. Journal of Management and Economics Research, 19(1), 146-165. https://doi.org/10.11611/yead.814765
Li, J., Bonn, M. A. and Ye, B. H. (2019). Hotel employee's artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate. Tourism Management, (73), 172-181. https://doi.org/10.1016/j.tourman.2019.02.006
Liang, X., Guo, G., Shu, L., Gong, Q. and Luo, P. (2022). Investigating the double-edged sword effect of AI awareness on employee’s service innovative behavior. Tourism Management, 92(104564), 1-14. https://doi.org/10.1016/j.tourman.2022.104564
Malik, N., Tripathi, S. N., Kar, A. K. and Gupta, S. (2022). Impact of artificial intelligence on employees working in industry 4.0 led organizations. International Journal of Manpower, 43(2), 334-354. https://doi.org/10.1108/IJM-03-2021-0173
Manyika, J., Lund, S., Chui, M., Bughin, J., Woetzel, J., Batra, P., . . . Sanghvi, S. (2017). Jobs lost, jobs gained: What the future of work will mean for jobs, skills, and wages. Mckinsey Global Institute. https://www.mckinsey.com/featured-insights/future-of-work/jobs-lost-jobs-gained-what-the-future-of-work-will-mean-for-jobs-skills-and-wages
Mikalef, P. and Gupta, M. (2021). Artificial intelligence capability: Conceptualization, measurement calibration, and empirical study on its impact on organizational creativity and firm performance. Information & Management, 58(103434), 1-20. https://doi.org/10.1016/j.im.2021.103434
Misican, D. Ö. (2020). İnsan kaynakları profesyonellerinin perspektifinden dijitalleşen çalışma hayatında yapay zekâ işgücü için hangi yol ayrımında?. Journal of Academic Value Studies, 6(2), 152-175. http://dx.doi.org/10.29228/javs.42120
Nam, K., Dutt, C. S., Chathoth, P., Daghfous, A. and Khan, M. S. (2021). The adoption of artificial intelligence and robotics in the hotel industry: Prospects and challenges. Electronic Markets, (31), 553-574. https://doi.org/10.1016/j.im.2021.103434
Nguyen, T.-M. and Malik, A. (2022). A two-wave cross-lagged study on AI service quality: The moderating effects of the job level and job role. British Journal of Management, (33), 1221–1237. https://doi.org/10.1111/1467-8551.12540
OECD. (2023). Key facts and figures (infographic). In OECD, OECD employment outlook 2023: artificial intelligence and labor market. OECD iLibrary.
Office for National Statistics. (2019). Which occupations are at highest risk of being automated? https://www.ons.gov.uk/employmentandlabourmarket/peopleinwork/employmentandemployeetypes/articles/whichoccupationsareathighestriskofbeingautomated/2019-03-25
Petropoulos, G. (2018). The impact of artificial intelligence on employment. M. Neoufeind, J. O'Reilly, and F. Ranft (Ed.), In, Work in the digital age: Challenges of the fourth industrial revolution (s. 119-132). London: Rowman & Littlefield International Ltd.
Prentice, C., Lopes, S. D. and Wang, X. (2020). Emotional intelligence or artificial intelligence–an employee perspective. Journal of Hospitality Marketing & Management, 26(9), 377-403. https://doi.org/10.1080/19368623.2019.1647124
Qiu, H., Li, M., Bai, B., Wang, N. and Li, Y. (2022). The impact of AI-enabled service attributes on service hospitableness: the role of employee physical and psychological workload. International Journal of Contemporary Hospitality Management, 34(2), 1374-1398. https://doi.org/10.1108/IJCHM-08-2021-0960
Rospigliosi, P. A. (2023). Artificial intelligence in teaching and learning: What questions should we ask of Chatgpt? Interactive Learning Environments, 31(1), 1-3. https://doi.org/10.1080/10494820.2023.2180191
Rydzik, A. and Kissoon, C. S. (2022). Decent work and tourism workers in the age of intelligent automation and digital surveillance. Journal of Sustainable Tourism, 30(12), 2860-2877. https://doi.org/10.1080/09669582.2021.1928680
Sayed, E., Yasin, A., Elsayed, A., Ezzat, H. and Elsayed, O. (2022). Man vs. machine: exploring the impact of artificial intelligence adoption on employees' service quality. Journal of the Faculty of Tourism and Hotels-University of Sadat City, 6(1/2), 23-41. https://mfth.journals.ekb.eg/article_238093_5a64ecf25c598868a720f34e6ec6028b.pdf?lang=en
Shaukat, K., Iqbal, F., Alam, T. M., Aujla, G. K., Devnath, L., Khan, A. G., . . . Rubab, A. (2020). The impact of artificial intelligence and robotics on the future employment opportunities. Trends in Computer Science and Information Technology, 5(1), 50-54. https://dx.doi.org/10.17352/tcsit.000022
Sheikhi, M. (2022). Yapay zeka kullanımının iş piyasasına etkisi. Journal of Economics and Political Sciences, 2(1), 102-111. https://dergipark.org.tr/en/download/article-file/2702262
Tiftik, C. (2021). İnsan kaynakları yönetiminde yapay zekâ teknolojileri ve uygulamaları. IBAD Sosyal Bilimler Dergisi, (9), 374-390. https://doi.org/10.21733/ibad.833256
Topsakal, Y., Yüzbaşıoğlu, N. and Çuhadar, M. (2018). Endüstri devrimleri ve turizm: Türkiye turizm 4.0 SWOT analizi ve geçiş süreci önerileri. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 23, 1623-1638. https://dergipark.org.tr/en/pub/sduiibfd/issue/53210/714768
Tschang, F. T. and Almirall, E. (2021). Artificial intelligence as augmenting automation: Implications for employment. Academy of Management Perspective, 35(4), 642-659. https://doi.org/10.5465/amp.2019.0062
Tuo, Y., Ning, L. and Zhu, A. (2021). How artificial intelligence will change the future of tourism industry: The practice in China. (Ed.) W. Wörndl, C. Koo and J. L. Stienmentz In, Information and Communication Technologies in Tourism 2021 (pp. 83-94). Cham, Switzerland: Springer Nature.
Tussyadiah, I. (2020). A review of research into automation in tourism: Launching the Annals of Tourism Research curated collection on artificial intelligence and robotics in tourism. Annals of Tourism Research, 81(102883), 1-13. https://doi.org/10.1016/j.annals.2020.102883
Vatan, A. and Doğan, S. (2021). What do hotel employees think about service robots? A qualitative study in Turkey. Tourism Management Perspectives, 37(100775), 1-10. https://doi.org/10.1016/j.tmp.2020.100775
Wang, H., Zhang, H., Chen, Z., Zhu, J. and Zhang, Y. (2022). Influence of artificial intelligence and robotics awareness on employee creativity in the hotel industry. Frontiers in Psychology, 13(834160), 1-12. https://doi.org/10.3389/fpsyg.2022.834160
World Economic Forum. (2020). The Future of Jobs 2020 Report. https://www3.weforum.org/docs/WEF_Future_of_Jobs_2020.pdf
Wu, W., Chin, W. and Liu, Y. (2022). Technostress and the smart hospitality employee. Journal of Hospitality and Tourism Technology, 13(3), 404-426. https://doi.org/10.1108/JHTT-01-2021-0032
Yu, H., Shum, C., Alcorn, M., Sun, J. and He, Z. (2022). Robots can’t take my job: Antecedents and outcomes of Gen Z employees’ service robot risk awareness. International Journal of Contemporary Hospitality Management, 34(8), 2971-2988. https://doi.org/10.1108/IJCHM-10-2021-1312
Zhao, H., Lan, J., Lyu, T. and Zeng, G. (2022). Working with artificial intelligence surveillance during the COVID-19 pandemic: A mixed investigation of the influence mechanism on job engagement in hospitality industry. Current Issues in Tourism, 26(20), 1-18. https://doi.org/10.1080/13683500.2022.2117593