Title: Artificial intelligence and hospitality industry: systematic review using TCCM and bibliometric analysis

Authors: Kamakshi Sharma; Sanjay Dhir; Viput Ongsakul

Addresses: Department of Management Studies, Indian Institute of Technology, Delhi, India ' Department of Management Studies, Indian Institute of Technology, Delhi, India ' NIDA Business School, National Institute of Development Administration, Bangkok, Thailand

Abstract: This study gives an extensive review of the literature that exists concerning artificial intelligence. This paper helps identify the recent trends in AI in the hospitality industry and research gaps. The use of primary data for qualitative analysis is still low due to the industry's newness of AI applications. The theory development, characteristics, context and methodology (TCCM) framework has been employed for theory development and to identify gaps in existing research and future research directions. This paper provides a qualitative analysis of the relationship between varied use of AI in the hospitality industry holistically using bibliometric analysis and TCCM. Results show that 'consumer experience', 'robots', 'forecasting', 'willingness to accept', 'technology development', 'human-robot interaction' are the main domains. The perception of customers, experience, and technology development are a few factors that impact a firm's competitiveness immensely. This analysis provides a picture of the current state of AI in the hospitality domain.

Keywords: artificial intelligence; robots; internet of things; automation; hospitality industry; tourism industry; bibliometric analysis; systematic review.

DOI: 10.1504/JIBED.2022.124245

Journal for International Business and Entrepreneurship Development, 2022 Vol.14 No.1, pp.48 - 71

Received: 26 Apr 2022
Accepted: 27 Apr 2022
Published online: 19 Jul 2022 *