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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.Design/methodology/approachA 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.FindingsThe 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/valueThis 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.
Journal of Hospitality and Tourism Technology – Emerald Publishing
Published: Nov 21, 2019
Keywords: Robotics; Literature review; Artificial intelligence (AI); Hospitality technology
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