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      Artificial intelligence research in hospitality: a state-of-the-art review and future directions

      , , ,
      International Journal of Contemporary Hospitality Management
      Emerald

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          Abstract

          Purpose

          The purpose of this study is to analyze state-of-the-art knowledge of artificial intelligence (AI) research in hospitality.

          Design/methodology/approach

          This study adopts the theory-context-methods framework to systematically review 100 AI-related articles recently published (i.e. from 2021 to April 2023) in three top-tier hospitality journals, namely, the International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management and Journal of Hospitality Marketing and Management.

          Findings

          Findings suggest that studies of AI applications in hospitality are mostly theory-driven, whereas most AI methods research adopts a data-driven approach. State-of-the-art AI applications research exhibits the most interest in service robots. In AI methods research, little attention was paid to the amid-service/experience.

          Research limitations/implications

          This study reveals inadequacies in theory, context and methods in contemporary AI research. More research from hospitality suppliers’ perspectives and research on generative AI applications are advocated in response to the unveiled research gaps and recent AI developments.

          Originality/value

          This study classifies the most recent AI research in hospitality into two main streams – AI applications research and AI methods research – and discusses the gaps in each research stream and latest AI developments. The paper then suggests future research directions to guide researchers in advancing AI research in hospitality.

          Related collections

          Most cited references58

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          Understanding Customer Experience Throughout the Customer Journey

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            Explanation in artificial intelligence: Insights from the social sciences

            Tim Miller (2019)
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              Artificial Intelligence in Service

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                Author and article information

                Journal
                International Journal of Contemporary Hospitality Management
                IJCHM
                Emerald
                0959-6119
                0959-6119
                August 11 2023
                April 29 2024
                August 11 2023
                April 29 2024
                : 36
                : 6
                : 2049-2068
                Article
                10.1108/IJCHM-02-2023-0189
                35a1a821-7703-43c1-87b2-d5b0dd5b9d01
                © 2024

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