Akademik Veri Yönetim Sistemi
Journal of gastronomy, hospitality and travel (Online), cilt.8, sa.4, ss.1617-1644, 2025 (TRDizin)
The tourism and hospitality industry is one of the most rapidly transforming sectors, with artificial intelligence (AI) and service robots at its core. The increasing use of AI-powered service robots in hotels, restaurants, airports, and travel agencies offers various benefits, including enhanced operational efficiency, reduced costs, and improved guest experiences. However, it raises significant ethical concerns, including data security and privacy, job displacement, human-robot interaction, algorithmic biases, and the ethical responsibility of the stakeholders involved. This study aims to examine the ethical challenges of adopting AI-driven service robots in the tourism and hospitality industry and to discuss potential solutions to these challenges. The research is a qualitative review based on a comprehensive analysis of relevant academic literature. This study examines the ethical implications of AI and robotics in the T&H industry by critically evaluating the existing body of knowledge. Findings indicate that integrating AI and service robots in tourism businesses generates major ethical concerns, particularly regarding data security and privacy, employment and workforce dynamics, the boundaries of human-robot interaction, the lack of emotional connection and human touch, and algorithmic fairness. In response to these concerns, the study proposes various strategic solutions. Strengthening data protection policies, adopting transparent data governance processes, implementing privacy-focused design principles, and increasing the transparency of algorithmic processes are among the recommended measures. Additionally, fostering human-robot collaboration models and promoting reskilling programs are suggested to mitigate workforce displacement. Ensuring fairness and transparency in AI algorithms, as well as designing service robots with a human-centered and inclusive approach, are also identified as critical strategies for achieving these goals. The findings contribute to the academic literature while providing practical insights for industry professionals, guiding the responsible and sustainable adoption of innovative technologies in the tourism and hospitality industry.
Keywords: Artificial Intelligence, Service Robots, Tourism, Ethical Concerns, Workforce Restructuring