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Artificial intelligence: a systematic review of methods and applications in hospitality and tourism

Zohreh Doborjeh (School of Population Health, The University of Auckland, Auckland, New Zealand and Centre for Brain Research, The University of Auckland, Auckland, New Zealand)
Nigel Hemmington (Department of Research Enterprise and International, Auckland University of Technology, Auckland, New Zealand)
Maryam Doborjeh (School of Engineering, Computer and Mathematical Sciences, Auckland University of Technology, Auckland, New Zealand)
Nikola Kasabov (School of Engineering, Computer and Mathematical Sciences, Auckland University of Technology, Auckland, New Zealand; Intelligent Systems Research Centre, Ulster University, Coleraine, UK and Auckland Bioengineering Institute (ABI), The University of Auckland, Auckland, New Zealand)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 27 December 2021

Issue publication date: 3 February 2022

7003

Abstract

Purpose

Several review articles have been published within the Artificial Intelligence (AI) literature that have explored a range of applications within the tourism and hospitality sectors. However, how efficiently the applied AI methods and algorithms have performed with respect to the type of applications and the multimodal sets of data domains have not yet been reviewed. Therefore, this paper aims to review and analyse the established AI methods in hospitality/tourism, ranging from data modelling for demand forecasting, tourism destination and behaviour pattern to enhanced customer service and experience.

Design/methodology/approach

The approach was to systematically review the relationship between AI methods and hospitality/tourism through a comprehensive literature review of papers published between 2010 and 2021. In total, 146 articles were identified and then critically analysed through content analysis into themes, including “AI methods” and “AI applications”.

Findings

The review discovered new knowledge in identifying AI methods concerning the settings and available multimodal data sets in hospitality and tourism. Moreover, AI applications fostering the tourism/hospitality industries were identified. It also proposes novel personalised AI modelling development for smart tourism platforms to precisely predict tourism choice behaviour patterns.

Practical implications

This review paper offers researchers and practitioners a broad understanding of the proper selection of AI methods that can potentially improve decision-making and decision-support in the tourism/hospitality industries.

Originality/value

This paper contributes to the tourism/hospitality literature with an interdisciplinary approach that reflects on theoretical/practical developments for data collection, data analysis and data modelling using AI-driven technology.

Keywords

Citation

Doborjeh, Z., Hemmington, N., Doborjeh, M. and Kasabov, N. (2022), "Artificial intelligence: a systematic review of methods and applications in hospitality and tourism", International Journal of Contemporary Hospitality Management, Vol. 34 No. 3, pp. 1154-1176. https://doi.org/10.1108/IJCHM-06-2021-0767

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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