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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.

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.

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.

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.

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。

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。

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。

文献综述、AI、机器学、酒店科技

Adopting Ajzen’s theory of planned behaviour theoretical framework, this paper aims to explore repurchase intentions among short-term rental users and changes in determinants of repurchase intention in the context of the COVID-19 pandemic.

Data for the research was collected via a cross-country quantitative survey (N = 1,433) in five European countries: Croatia, Italy, Spain, Turkey and the UK during 2020. Trust, perceived value, authenticity and perceived risk were incorporated into the structural equation model as part of an integrated analysis of antecedents of repurchase intention.

Perceived value and authenticity are the key drivers of a positive attitude to repurchase of short-term rentals even after the pandemic. The pandemic modified the role of perceived risk in determining attitude towards short-term rentals as perceived risks could negatively affect attitude and repurchase intention after COVID-19. Trust in the platform and the host became a significant determinant of repurchase intentions after the spread of COVID-19.

The analysis has shown the link between attitude, subjective norms, perceived behavioural control and repurchase intention, and has thus demonstrated a successful application of the theory of planned behaviour to short-term rental users.

The results of this study suggest a possible reconceptualisation of repurchase determinants due to the pandemic. The study offers a timely contribution to the research on the impact of the pandemic on the determinants of tourists’ repurchase intentions.

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

The purpose of this study is to examine the mediating role of manufacturing flexibility in the relationship between knowledge creation, technological turbulence and performance. In an increasingly competitive and changing environment, firms need to boost their technological and management know-how to adequately develop manufacturing flexibility.

This study analyzes survey data collected from 370 manufacturing firms. Validity and reliability analyses were conducted using SPSS and Amos. The research hypotheses were tested using covariance-based structural equation modelling.

The main findings show that knowledge creation positively and significantly affects business and operational performances directly, and indirectly, through manufacturing flexibility. Moreover, technological turbulence has a positive and significant effect on it. This finding contributes to understanding why some firms get better outcomes from manufacturing flexibility than others, a disputed issue in the literature.

This study highlights the need for manufacturing firms to foster cultures of knowledge creation, to better educate and train employees and to develop other instruments of knowledge creation.

This study makes several contributions to manufacturing flexibility literature: (1) establishing a link between technological turbulence and knowledge creation to develop manufacturing flexibility; (2) add empirical evidence on the relation between manufacturing flexibility and performance and (3) contributes to consolidating the mediation role of manufacturing flexibility in the relations between knowledge creation and business performance, as studies focussing on such a role are scarce in the literature.

From the point of view of the book chain, self-publishing is becoming increasingly common and it is doing so faster in the commercial world than in science. This study aims to analyse the phenomenon of self-publishing from the point of view of the research being done on it. Thus, in addition to studying the subject, it is going to be possible to analyse the viability of this methodology as an analysis technique.

The methodology is based on a combination of traditional bibliometric studies and analysis of social networks applied.

Self-publishing is a phenomenon that is being studied by the scientific community. But the research on this topic has a low rate of co-authorship and a low relationship between the most prolific authors and their relevance. The combination of techniques used has proven to be a very good choice for analyzing the data.

There are not enough works analyzing the research in self-publishing. Because of the peculiarities of the topic, a combination of various techniques will provide a better approach to its study, so, this paper contains some results using bibliometrics and others using social network analysis applied.

The purpose of this paper is to analyze the relationship between the ownership structure and the investment in research and development (R&D) for a sample of listed Spanish companies.

Following the agency theory and the socioemotional wealth (SEW) perspective, the authors propose that R&D investment is affected by ownership structure, specifically by the identity of the controlling owner (family firms and firms with an institutional investor) and the level of contestability by other shareholders. In order to test these hypotheses, the authors build an original database identifying, at a 10% threshold, the ultimate shareholders of a sample of 96 Spanish firms listed during 2008–2018 (1,002 obs).

The results show that there is no significant relationship between the ownership concentration and the R&D investment. Only when the authors consider the nature of the main shareholder, the authors find that in family firms there is an inverted U relationship between ownership and R&D, so that at low levels of ownership, the R&D increases, while at high levels of ownership (that we compute around 54%) the R&D decreases. Also, when the main shareholder is an institutional investor, the greater its ownership, the higher the R&D investment. Finally, the authors test that, contrary to what mainstream suggests, contestability in family firms is higher when ownership in the hands of other family shareholders increases.

The work uses an original database to test a nonlinear relationship between ownership and R&D investment in family firms. Also, the study addresses a topic hardly ever discussed in the literature about R&D as it is the role of the contestability by other controlling shareholders.

El objetivo del presente trabajo es analizar la relación existente entre la estructura de propiedad y la innovación corporativa para una muestra de empresas cotizadas españolas.

Utilizando los planteamientos de la teoría de la agencia y de la perspectiva de la riqueza socioemocional proponemos que la I+D empresarial está relacionada con la estructura de propiedad, específicamente con la naturaleza del accionista de control (empresas familiares y empresas con un inversor institucional como principal accionista) y con el grado de contestabilidad por parte de otros accionistas significativos. A fin de testar nuestras hipótesis, construimos ad hoc una base de datos de propiedad original en la que identificamos, al umbral del 10% de propiedad, a los accionistas últimos de una muestra de 96 empresas cotizadas españolas para el periodo 2008–2018 (1.002 obs).

Nuestros resultados muestran que no existe relación significativa entre la concentración de propiedad y la inversión en I + D. Solo cuando consideramos la naturaleza del principal accionista encontramos que en las empresas familiares la relación entre la propiedad de la familia y la innovación corporativa adopta una forma de U invertida, tal que a bajos niveles de propiedad la I + D crece, mientras que a altos niveles de propiedad (que computamos en torno al 54% de propiedad) la inversión en I + D decrece. Asimismo, en las empresas con un inversor institucional como principal accionista, cuanto mayor es la propiedad de este inversor institucional, mayor es la I + D de la empresa. Finalmente testamos que, en contra de la corriente dominante, en las empresas familiares la propiedad en manos de otras familias incrementa el grado de contestabilidad a la familia controladora respecto a su inversión en I + D.

El trabajo utiliza una base de datos de propiedad original para testar una relación no lineal entre concentración de propiedad e innovación corporativa en las empresas familiares. Asimismo, el estudio aborda un tema apenas analizado en la literatura de I + D como es el papel de la contestabilidad al accionista de control.

The purpose of this study is to identify the core responsible leadership (RL) practices that are most relevant to small- and medium-sized enterprises (SME) restaurants. Furthermore, the authors adapt scales to measure these practices and conduct a pilot study to evaluate their impact on business performance in such establishments.

Exploratory sequential mixed methods are used to fulfill the research aims. In the first phase, a set of definitions and practices associated with RL are derived from a systematic literature review. Second, a projective method of data collection is applied, involving a panel of 16 experts. Third, a fuzzy cognitive map is developed, which captures the responses of 40 owners or general managers of SME restaurants.

Twenty-five practices are identified from the systematic literature review. The results show the five leadership practices that match the order of importance assigned by the experts: societal orientation, ethics, stakeholder involvement, power-sharing and environmental orientation. The relevance of those five practices is validated to explain SME restaurants’ financial performance and innovation performance.

Innovation is the key to advancing business sustainability and resilience, and the results identify the specific RL practices that enable improvements to be made in innovation performance among SME restaurants.

This paper identifies the RL practices that are particularly relevant to the tourism field (specifically, the restaurant industry), offers measurement scales for those practices and provides empirical evidence of the relationship between these RL practices and business performance in SME restaurants.

The purpose of this study is to examine how and to what extent customer-provider service touchpoints impact business customer perceptions and outcomes in the context of long-term business-to-business (B2B) service relationships. To this end, the authors will assess the chain of effect path for different service touchpoints between business customers and service providers – and the long-term impact both on customer perceptions and financial, behavioral and relational outcomes.

Enabled by a five-year panel data set, seemingly unrelated regression model methodology is applied to test the proposed conceptual framework. Data are obtained for a sample of 2,175 B2B insurance service companies between 2013 and 2017.

Study results shed light on the significance of the sales force in B2B settings, as one of several key service touchpoints – together with firm expertise, service reliability and excellence – driving robust relationships, profitability and cross-buying. Firm-initiated contacts and tangible touchpoints are proven to be ineffective – even damaging in some instances – in terms of driving business customer perceptions.

The paper delivers empirical evidence providing insight on how service touchpoints and business customer perceptions have a long-term impact on customer outcomes. This has yet to be addressed in B2B service settings – despite being of vital interest to marketers, as the longitudinal approach of the research aids service firms in gaining a better understanding of company-customer touchpoints and the extent to which different factors have a decisive, lasting impact on B2B customer outcomes.