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Tourism and hospitality are industries that have been dramatically transformed by information technology (IT). This study aims to use a keyword analysis to quantitatively review how IT reshaped these industries.

In total, 3,282 keywords were collected from 24 high-impact tourism and hospitality journals and a social network analysis was used for the analysis.

This study contributes to research and practice by providing a visual digital knowledge map for tourism and hospitality, and seven research hotspots were identified from the results of the keyword analysis.

A parsimonious eMarketing model for tourism and hospitality is proposed to direct future studies concerning these themes and guide practitioners in allocating the appropriate resources for IT investment.

This map not only identifies seven themes that explain, which and how IT-related factors influence tourism and hospitality but also demonstrates the patterns and intellectual structure of the related body of knowledge. The trend analysis indicates how IT transforms the tourism and hospitality industries in terms of mode and scope.

An electronic business to business procurement marketplace is an inter‐organizational information system through which multiple buyers and sellers interact to accomplish market‐making activities for corporate purchases. In this study, the extent to which organizations had plans to utilize electronic marketplaces for purchases was investigated. A survey was conducted in Norway. Survey results indicate that most organizations had plans, only 3 percent had no plans while 34 percent had concrete plans to utilize electronic marketplaces for purchases. Responding organizations planned to purchase significantly more indirect goods than indirect services on electronic marketplaces. The main benefit expected from utilizing electronic marketplaces for purchases was reduced transaction costs. Strategic importance of business to business electronic markets can significantly predict the extent to which responding organizations had plans to utilize electronic marketplaces for purchases.

This study aims to examine online room rates in Hong Kong hotels. It focuses on comparing and contrasting the lowest hotel room rates that are available to customers.

Eight distribution channels and 45 hotels in Hong Kong were examined for online room rates in a 13‐month period from 2005 to 2006. The eight distribution channels represented different nature of operations including both indirect and direct distribution channels.

Empirical findings showed the web sites of local travel agents and local reservation agents offered the lowest online room rates, and that indirect distribution channels offered lower room rates than direct distribution channels.

A major limitation of this study is the geographic limitation of hotel selection.

Findings of the study are expected to provide insights for hoteliers to refine their online room rate strategy.

Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer experiences with chatbots.

This paper uses a multimethod approach to examine the interaction between individuals and airlines’ chatbots. Three components of self-determined interaction with the chatbot (competence, autonomy and relatedness) and five components of the customer–chatbot experience (sensory, intellectual, affective, behavioral and social) are analyzed qualitatively and quantitatively.

The findings confirm the direct influence of self-determined interaction on customer experience and the direct effects of these two constructs on participants’ attitudes toward and satisfaction with the chatbot. The model also supports the mediating roles of customer experience and attitude toward the chatbot.

This paper offers managers a broad understanding of individuals’ interactions with chatbots through three elements: motivation to use chatbots, experiential responses and individuals’ valuation of whether the interactions have amplified (or limited) the outcomes obtained from the experience.

This paper contributes to the hospitality and tourism literature with a hybrid approach that reflects on current theoretical developments regarding human- and interaction-centric interpretations of customer experience with chatbots.

In recent decades, customer experiences (CXs) have gained considerable attention from both academics and service industries. However, the role of digital technologies in CXs is largely ignored. This study aims to explore the manners of digital experience (DX) and to leverage these manners for service design.

A total of 2,178 journal articles published as of January 2022 were collected from nine high-impact service journals. Social network analysis and cluster analysis were used to analyze 5,289 keywords and 22,645 edges.

Four DX manners (utility, sociability, informativeness and arousal) are identified from the keywords of the qualifying articles.

A digital experience service model is developed based on the concept of CX and DX manners. Academic and managerial contributions are discussed.

Job embeddedness is considered crucial for organizational success, as it promotes social capital and helps to reduce turnover. A holistic review of job embeddedness remains elusive despite gaining researchers' and practitioners' attention. Therefore, this study aims to synthesize the past literature to understand the concepts and emerging themes in the domain. Further, it helps identify future research avenues and proposes a comprehensive conceptual framework.

The study used bibliographic data of 263 Scopus-indexed publications from inception, i.e. 2001 to 2021, which were subsequently analyzed using diverse bibliometric and content analysis (TCCM) framework and software like Microsoft Excel, Vosviewer and “Biblioshiny” package in R language.

The study analyzes the domain via performance analysis which sheds light on the increasing publication trends and different significant contributors (authors, publications, countries, journals and universities). Science mapping techniques such as keyword analysis identifies author keyword evolution and trends. The content analysis showcases the dominance of diverse psychological theories applied in the domain. Also, the bibliographic-coupling analysis highlights major clusters and associated research publications. The study provides future research avenues, followed by a conceptual framework highlighting the antecedents, moderators and outcomes of job embeddedness.

This study is the first bibliometric and content analysis exploring job embeddedness and will aid in developing a comprehensive understanding of the research topic.

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.

This paper aims to proffer a broad overview of publications in the International Journal of Contemporary Hospitality Management (IJCHM) by conducting bibliometric analyses for the duration ranging from 1989 to 2022.

The research approach analyses the top authors, publications, most collaborative countries and top co-occurring keywords and significant themes published in IJCHM with the help of the Scopus database. The study entails performance analyses on IJCHM. A de-duplicating process was used to study the evolution of themes, so that the keywords identified from co-occurrences of authors’ keywords and thematic evolution map were refined to first- and second-order themes, further leading to the development of inductive analysis proposing aggregate themes.

The findings of this study not only help paint a comprehensive picture of the customer experience, but also illustrate how topics have evolved in the literature and reveal the most relevant upcoming fields of research. The thematic evolution map reveals thematic areas. There is evidence of contributions by authors across the world and spanning a multitude of themes such as business ethics, corporate and firm performance, stakeholders and avenues for the management of disruption, specifically in times of the COVID-19 pandemic outbreak.

Significant trends in authors, publications, nations, authors’ keywords and themes as uncovered by this study can greatly help budding authors understand the expectations and emerging research themes that define the IJCHM.

Through extensive bibliometric analyses, this study has created a historical log of the publications in IJCHM. It has identified the key research trends for future research and presented a conceptual framework based on the keyword analysis map and thematic evolution.

Computer‐mediated business transactions have transformed the relationship between buyer and seller, and have revolutionised the procurement process. Through the advent of electronic marketplaces (e‐markets), buyers and sellers are offered an alternative to the traditional business‐to‐business relationship. Regarded as a new efficient way to communicate, advertise, and distribute, e‐marketplaces provide both parties with global access together with reduced transaction costs. This paper reports on the e‐market experiences of an Australian manufacturer of mining equipment, Ludowici Mineral Processing Pty Ltd, in its association with an e‐marketplace, Quadrem, and the benefits reaped from the relationship.

The smart destination can be defined as a destination that deploys information communications technologies (ICTs) and other technological tools for interactive/participative engagement with prospective visitors. The rationale is to enhance the residents' quality of life as well as the tourists' experiences of the destinations they visit. This chapter discusses about digitization strategies and on marketing superstructures affecting destinations. It advances a conceptual framework through the development of an Attracting, Stay, and Return (ASR) Model that is suitable for smart destinations. It relies on descriptive case studies to conceptualize smart tourism destinations. This contribution reiterates the importance of having a well-designed website that presents appropriate content to entice the prospective travelers' curiosity about destinations. It offers valuable insights and advances new knowledge on smart marketing approaches that are intended to increase the destination management organizations' outreach with tourists at each stage of the ASR Model.