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Building on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart hospitality. It synthesises existing knowledge, extrapolating forward and contributes to the future development of smart hospitality by serving as a reference to enrich academic/industry discussions and stimulate future research.

The research examined 8 recent review articles on smart hospitality and tourism and extracted 145 articles in peer-reviewed sources from Web of Science focussed on smart hospitality. These publications supported in-depth analysis to explore the body of knowledge and develop foresight for the future of smart hospitality within business ecosystems at tourism destinations. It synthesises knowledge and provides the basis for the development of a comprehensive in-depth research agenda in smart hospitality innovations as well as the formulation of agile hospitality ecosystems.

This paper illustrates that smart hospitality introduces disruptive innovations that affect the entire hospitality ecosystem. Smart hospitality takes advantage of smart cities and smart tourism towards establishing agile business ecosystems in networked destinations. Having reviewed the existing literature, the study developed a conceptual framework and introduced a comprehensive future research agenda. This includes the drivers of smart hospitality, namely, customer-centricity, personalisation, individualisation and contextualisation; marketing-driven hospitality excellence and metaverse; as well as operation agility, asset strategy, talent management and supplier interoperation. It also identified the foundations that provide the infostructure for smart hospitality, including ambient intelligence, big data, processes and sustainability, providing the capability blocks to co-create value for all stakeholders in the hospitality ecosystem.

This study conceptualises smart hospitality as a disruptive and innovative power that will affect the competitiveness of hospitality and tourism organisations as part of a comprehensive ecosystem. It identifies the key stakeholders and explores how they can take advantage of emerging developments. This paper proposes the drivers and foundation for future research on smart hospitality. The research provides a conceptual synthesis of the literature and the concepts that have been elaborated. The foundations are effectively the infostructure that enables the drivers to add value to different stakeholders. Key issues are identified to stimulate further research on the area to support smart hospitality development and adoption.

This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research.

Content analysis is carried out on the themes of pertinent research from the perspectives of customers, suppliers, technology and policymakers.

Results show that over half of the reviewed articles are carried out from the perspective of customers, while those of suppliers, technology and policymakers are less discussed. The unbalanced number of articles reveals an evident mismatch between the supply and demand.

Findings provide theoretical and practical implications from different perspectives. Collaboration among various stakeholders is also advocated to achieve sustainable and balanced development of the smart hospitality and tourism industry.

This study contributes to smart hospitality and tourism research through an in-depth review of relevant literature. Based on the findings, the identified research gaps provide potential directions for future knowledge development.

This study aims to develop a framework to identify and prioritize the key factors in automation and artificial intelligence (AI) implementation in the hospitality and tourism industry.

This paper used the analytic hierarchy process, a multi-criteria decision-making method, to prioritize the factors influencing automation and AI implementation. This paper developed a model with five criteria (human knowledge, services, robotics applications, internal environment and institutional environment) and 23 sub-criteria obtained from previous studies. This paper designed a questionnaire in the form of pairwise comparisons based on the proposed hierarchical structure. This paper used a nine-point ranking scale to show the relative significance of each variable in the hierarchy and tested the model among staff from 35 five-star hotels and top-rated tourism agencies in the United Arab Emirates.

Human knowledge, services and robotics applications were the most significant factors influencing automation and AI implementation. Practitioners and researchers in the hospitality and tourism industry could apply the proposed framework to develop sustainable strategies for implementing and managing automation and AI. The proposed framework may also be useful in future studies examining AI implementation in the hospitality and tourism industry.

This paper developed a framework for policymakers that identifies and could help to overcome some of the challenges in implementing automation and AI in the hospitality and tourism sector around the world. The results provide an agenda for future research in this area.

酒店业和旅游业中的自动化和人工智能

摘要

本研究旨在开发一个框架, 以确定和优先考虑酒店业和旅游业自动化和人工智能（AI）实施的关键因素。

我们使用层次分析法, 一种多准则决策方法, 对影响自动化和人工智能实施的因素进行优先排序。我们建立了一个包含五个标准（人类知识、服务、机器人技术应用、内部环境和制度环境）的模型, 并从先前的研究中获得了23个子标准。基于所提出的层次结构, 我们设计了一份以成对比较的形式进行的问卷调查。我们使用九点评分量表来说明每个标准或子标准在层级中的相对重要性, 并在阿联酋35家五星级酒店和顶级旅游机构的员工中测试了该模型。

人类知识、服务和机器人应用是影响自动化和人工智能实施的最重要因素。酒店业和旅游业的从业人员和研究人员可以应用拟议的框架来制定实施和管理自动化和人工智能的可持续战略。拟议的框架也可能有助于未来研究人工智能在酒店业和旅游业的实施。

我们为决策者开发了一个框架, 用来识别并帮助其克服全球酒店业和旅游业实施自动化和人工智能方面的一些挑战。研究结果为今后该领域的研究提供了一个议程。

Automatización e inteligencia artificial en hostelería y turismo

Resumen

Este estudio tuvo como objetivo desarrollar un marco para identificar y priorizar los factores clave en la implementación de la automatización y la inteligencia artificial (IA) en la industria hotelera y turística.

utilizamos el proceso de jerarquía analítica, un método de toma de decisiones de varios criterios, para priorizar los factores que influyen en la automatización y la implementación de la IA. Desarrollamos un modelo con cinco criterios (conocimiento humano, servicios, aplicaciones robóticas, entorno interno y entorno institucional) y 23 subcriterios obtenidos de estudios previos. Diseñamos un cuestionario en forma de comparaciones por pares basados en la estructura jerárquica propuesta. Usamos una escala de clasificación de nueve puntos para mostrar la importancia relativa de cada variable en la jerarquía y probamos el modelo entre el personal de 35 hoteles de cinco estrellas y las agencias de turismo mejor calificadas en los Emiratos Árabes Unidos.

el conocimiento humano, los servicios y las aplicaciones robóticas fueron los factores más importantes que influyeron en la automatización y la implementación de la inteligencia artificial. Los profesionales e investigadores de la industria hotelera y turística podrían aplicar el marco propuesto para desarrollar estrategias sostenibles para implementar y gestionar la automatización y la IA. El marco propuesto también puede ser útil en estudios futuros que examinen la implementación de la IA en la industria hotelera y turística.

desarrollamos un marco para los formuladores de políticas que identifica y podría ayudar a superar algunos de los desafíos en la implementación de la automatización y la inteligencia artificial en el sector de la hospitalidad y el turismo en todo el mundo. Los resultados proporcionan una agenda para futuras investigaciones en esta área.

This study aims to present a general approach for understanding and analyzing the thematic evolution of the concept of co-creation in smart environments within the tourism context.

This study performs a co-word analysis with a longitudinal framework that produces strategic diagrams to categorize the detected themes and concepts related to co-creation.

By combining the performance analysis of science mapping, the following clusters are distinguished: information technology, social media and behavior; tourism organizations, management and innovation; co-creation, technology and sharing economy; co-production and hospitality; and Smart tourism, destinations, sustainability and residents.

This study provides a valuable tool for tourism scholars and managers to effectively analyze the importance of different themes linked to co-creation in the concept of the smart environment. This research outlines the evolving issues in and around the touchpoints and associated emerging research topics for future research.

Because of the COVID-19, the digital transformation of global hospitality and tourism speeds up. This paper aims to provide comprehensive frame of the digital transformation for further hospitality and tourism research.

Through conducting a critical review of the impact of COVID-19, the current situation about the application of digital technology and digital transformation in hospitality and travel, this study used a qualitative approach to present the viewpoints.

This research presents a theoretical research framework for the hospitality and tourism about digital transformation, including possible directions, contexts and methods. It highlights the importance of digital transformation, and further proposing specific research topics.

This research brings valuable implications and guidance for future research from the aspects of key research streams, research context and methodological approaches in hospitality and tourism about digital transformation.

This paper supplies existing critical reviewed research through paying attention to the digital transformation approach in hospitality and tourism, providing research guidance technically to the industry of hotels and travel.

Internet of Things (IoT) is a key enabler of big data and it is critical toward a new age of firm's architecture and proper decision-making for the industry. IoT adoption by the hospitality and tourism (H&T) industries is still rare and with contrasting evidence. The purpose of this study is to highlight the concept of IoT, its benefits, its challenges and its applications in the hospitality industry.

This study presents an in-depth and critical review of the 78 articles published on IoT in hospitality, spanning more than seven years (from 2015 to March 2022). The eligible 78 articles were collected from the “Web of Science database” and H&T Social Sciences Citation Index-listed journals.

This systematic review exhibits that IoT in hospitality has advanced in the past seven years. IoT has brought many advantages and challenges in hospitality. However, hospitality IoT research is scarce, necessitating a profound and more thorough investigation of many significant matters.

This systematic review provides significant implications and recommendations for hospitality sectors, IoT developers and manufacturers, governments and policymakers. This review ends with an in-depth research agenda with several research questions and a framework to achieve theoretical and empirical advances in future IoT research.

To the best of the authors’ knowledge, the current research is one of the first to systematically and critically review IoT with its concept, benefits, challenges and applications in a hospitality context. This major review provides a comprehensive idea of the focus of the past studies and what must be concentrated in future research.

The main purpose of the study is to reveal the hotel managers' perspectives strategies, and predictions on smart technologies, and their expectations for current staff and potential staff to be employed in the future.

A qualitative research approach was used to reveal the internal perspectives of managers to determine their Smart Tourism (ST) perspectives. With the snowball sampling method, face-to-face interviews were conducted with 16 senior hotel managers working in a 5-star hotel in Antalya. The data obtained were carried out with inductive content analysis and descriptive analysis from qualitative research analysis methods.

In this study, hotel managers' broad perspectives on ST were discussed in depth and presented comprehensively. Managers' perceptions of smart technologies are classified in terms of aggregate dimensions and themes. Among the most important findings, rapidity/quickness, managing/holistic assessment, standardization, harmony/integration-coordination and experience-memory, defined as the crossroads of total dimensions or the heart of smart technologies, were identified as the most important themes. In addition, Stylos et al. (2021), another important finding is the classification of technologies used in top-quality hotels, based on the conceptual framework for smart technologies presented in the literature.

The effective and efficient use of technology, its internalization and openness to technology provides important advantages in hotels such as increasing revisits and satisfaction, providing loyalty and reducing costs. Thus, the perceptions, practices, strategies and prediction of senior managers working in high-level hotels about ST provide valuable data to other hotels that want to survive in the competition.

From a theoretical point of view, this study is valuable in that it deals with the ST perceptions of senior managers with an exploratory research approach. Managerially, the research findings offer valuable contribution about the attitudes, trends, forecasts and expectations of senior managers working in high-level hotels towards ST.

Voice assistants (VAs) empower human–computer interactions by recognising human speech and implementing commands pronounced by users. This paper aims to investigate VA-enabled interactions between hotels and guests in the hospitality context. The research positions VAs within the artificial intelligence (AI)-enabled Internet of Things (IoT) context, disrupting old practices and processes. Smart hospitality uses VAs to support effortless value cocreation for guests cost-effectively. The research examines consumer perceptions and expectations of hospitality VAs and explores VA capabilities through expert technology providers.

This empirical paper investigates the current use and future implications of VAs for hotel environments. It uses qualitative, semi-structured in-depth interviews with 7 expert hospitality VA technology providers and 21 hotel guests who have VA experience. The research adopts a demand and supply approach, addressing the VAs in hospitality holistically.

The findings illustrate the requirements from both end-users’ sides, hotels and guests, exploring VA advantages and challenges. The analysis demonstrates that VAs increasingly become digital assistants. VA technology helps hotels to improve customer service, expand operational capability and reduce costs. Although in its infancy, VA technology has made progress towards optimising hotel operations and upgrading customer service. The study proposes a speech-enabled interactions model.

This research stimulates the transformation of hospitality services by using VAs and the development of smart hospitality and tourism ecosystems. The study can benefit from further research with hotel managers, to reflect hoteliers’ points of view and investigate their perception of VAs. Further research can also explore different aspects of consumer–VA interaction in different contexts.

The paper makes a significant contribution to hospitality management and human–computer interaction best practices. It supports technology providers to reconsider how to develop suitable technology solutions towards improving their strategic competitiveness. It also explains how to use VAs cost-effectively and profitably while adding value to travellers’ experience.

VA studies are often focussed on the technology in private households, rather than in commercial or hotel spaces. This paper contributes to the emerging literature on AI and IoT in smart hospitality and explores the acceptance and operationalisation of VAs. The research contributes to the conceptualisation of VA-enabled hotel services and explores positive and negative features, as well as future prospects.

语音（数码, 虚拟或者人工智能）(VAs) 助理能够识别真人声音和系统指令声音从而为人机互动提供助力。 本研究基于酒店业已有的案例探索了酒店和客人语言支持的互动的本质。本研究探索了关于客房服务的表现和实用性的顾客认知和顾客期望。

本研究借用了定性半结构化深入访谈来收集一手数据, 调查了酒店环境中的语音助理目前的运用情况和未来影响。本研究访谈了7位酒店科技服务提供者和21位有使用个人智能扬声器经验的酒店客人。本研究以供需模型来全方位解决此项问题。

研究结论强调了从双方使用者（酒店和客人）角度考量, 并且考虑到语音仪器带来的所有的优势和挑战的重要性。基于顾客之前对这些仪器的使用经验, 本论文深入阐述了对公共空间这些语音助理的使用功能。本分析证明了由AI技术支持下, VAs 可以灵活的识别语音。VAs理解词汇内容并且也懂得词汇作为数据助手来支持智能家庭的自动化以及履行商业职责背后的意义来。酒店从业人员可以尝试运用此科技来提高用户体验, 扩展运营空间和减少成本。从访谈的数据可以证明, 尽管还在初级阶段, VAs 科技已经对酒店运营优化和晋级客户服务做出了显著的贡献和成就。本研究提出了一项介于酒店和客人之间的VA 语言支持的互动模型。

之前的研究主要针对私人使用, 而不是商业或者酒店空间。考虑到敌对环境和客人和酒店的文化差异, 旅游和酒店成为了尤其有挑战性的领域。本研究通过语音识别革新了酒店服务。本研究针对VAs接受程度和运用进行详细研究从而为酒店领域的AI和IoT提供了专业文献。本文为酒店服务中的VAs使用做出了开拓性的调查并且探讨了正面以及负面的特征和未来展望。

本研究为酒店和旅游管理补充了文献, 尤其是在酒店业人机互动领域。本研究通过语音识别技术对酒店服务的转型革新做出贡献。此项研究可以受益于以酒店管理者为视角的进一步研究。相比于收集科技设备供应方的见解, 对酒店管理者进行访谈可以提供更直接的信息来了解酒店员工对数码语音助理和对语音科技的总体接受程度。

酒店经常寻求途径来提高和客户的互动。本论文对酒店管理和人机互动领域提供了应用典例。本研究提供了酒店客人针对语音设备功能性的总体评价作为有价值的信息, 进而帮助科技提供者来重新审视针对顾客需要从而量身定制服务的策略和方式。最终, 本研究在提高行业战略竞争力层面分享了关于发展和采用此项强大有力科技的见解。