From sci-fi to sci-fact: the state of robotics and AI in the hospitality industry

Purpose This paper aims to review the extant hospitality and tourism literature on the state of robotics and artificial intelligence (AI) in the service industry. The aim was to highlight the current areas of research on this emerging topic and identify areas for future application and study. Design...

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Bibliographic Details
Published in:Journal of hospitality and tourism technology 2019-11, Vol.10 (4), p.624-650
Main Authors: Cain, Lisa Nicole, Thomas, John H, Alonso Jr, Miguel
Format: Article
Language:English
Subjects:
Artificial intelligence
Content analysis
Customer services
Hospitality industry
Literature reviews
Qualitative research
Robotics
Robots
Science fiction & fantasy
Tourism
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Summary:Purpose This paper aims to review the extant hospitality and tourism literature on the state of robotics and artificial intelligence (AI) in the service industry. The aim was to highlight the current areas of research on this emerging topic and identify areas for future application and study. Design/methodology/approach A list of hospitality and tourism journals was used to identify articles related to AI and robotics using the terms AI, robots, robotics, hospitality and tourism, and several combinations thereof. Additional sources were identified through the literature reviews from the identified works. Findings The findings revealed several studies on the current state of robotics and AI in hospitality and tourism. Additional research examines and discusses implications for internal and external customer service, legal and ethical issues and theory. Originality/value This paper provides a compilation of the current studies that examine the impact of robotics and AI in hospitality and tourism. It offers scholars an overview of the current knowledge in the field on this rapidly emerging and evolving topic. 论酒店行业中机器学和AI的发展 摘要 研究目的 本文审阅了有关服务行业中机器学和智能技术（AI）发展的相关文献。其研究目的在于强调有关这个新兴话题的研究领域和指出未来研究方向。 研究设计/方法/途径 本文样本包括有关AI和机器学的期刊文献，关键搜索词包括AI、机器人、机器学、酒店管理、旅游，以及几项关键词组合。本文还通过文献综述审阅了多个数据源。 研究结果 研究结果描述了目前酒店旅游行业机器学和AI有关领域的研究状态。此外本文还研究和提出对于内部和外部客户服务、法律伦理问题、以及理论等领域做出研究启示。 研究原创性/价值 本文对目前有关机器学和AI酒店旅游学术研究进行系统梳理。为学者对其相关领域的现状提供全局视角，并且显示这个新兴话题的迅速发展。 关键词 文献综述、AI、机器学、酒店科技
ISSN:1757-9880
1757-9899
DOI:10.1108/JHTT-07-2018-0066