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Academic articles and research signals

The Research Hub curates academic work on AI in hospitality for industry practitioners, operators, and technology leaders. It is designed to help bridge academia and day-to-day business decisions by translating published research into a more usable knowledge base for hotels and hospitality organizations. The collection spans operations, revenue strategy, guest experience, distribution, robotics, and other emerging applications of AI across the sector.

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Academic ResearchAugust 3, 2026Journal of Hospitality and Tourism Technology

Implementing AI-assisted cross-cultural training for hospitality interns and its boundary conditions: the development of cultural intelligence and career-related outcomes

Su-Ying Pan, Yuetian Zhang, Yao-Chin Wang

This study examines outcomes of AI-assisted cross-cultural training (AI-CCT) for hospitality interns, drawing on constructivist and transformative learning theory. Using data from 456 hospitality interns in China, the authors show that positive evaluation toward AI-CCT is associated with higher cultural intelligence, and that perceived ease of use and internship length moderate how cultural intelligence flows into career curiosity, career confidence, and career-related outcomes.

Artificial IntelligenceWorkforce & TrainingCultural IntelligenceHospitality ManagementCareer Development

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Academic ResearchJuly 31, 2026Journal of Hospitality and Tourism Technology

Understanding the acceptance and use of artificial intelligence (AI) as a travel planning tool: UTAUT2 extended model

Ana Carolina Dias, Carlos Tam, Tiago Oliveira, Mijail Naranjo-Zolotov

This study extends the UTAUT2 model with perceived anthropomorphism and perceived intelligence to explain what drives travelers to adopt AI tools for trip planning. Based on 176 survey respondents, performance expectancy, hedonic motivation, perceived anthropomorphism, and perceived intelligence all positively predict behavioral intention, and habit turns out to be central to sustained use.

Artificial IntelligenceTechnology AdoptionTourismGenerative AIGuest ExperiencePersonalization

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Academic ResearchJuly 27, 2026Information Technology & Tourism (Springer)

A Systematic literature review of AI-based service failure and service recovery in hospitality and tourism industries using the TCCM framework

Yu Zhang, Yue Yuan

A PRISMA-based systematic review of 78 empirical studies (2018–2025) on AI-based service failure and recovery in hospitality and tourism, synthesized through the TCCM (Theory, Context, Characteristics, Methodology) framework. The review shows the field is fragmented across contexts, constructs, and methods, and dominated by scenario-based experiments — and it lays out a TCCM-informed research agenda plus practical guidance for scenario-specific AI service recovery strategies.

Artificial IntelligenceService RobotsChatbotsGuest ExperienceHospitalityTourismSystematic Review

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Academic ResearchJuly 24, 2026Tourism and Hospitality (MDPI)

A Sustainability Assessment of Artificial Intelligence Applications in Tourism Management Using an Entropy–TOPSIS Framework

Zeynep Bayramoğlu

This paper builds an Entropy–TOPSIS framework to rank six AI applications used in tourism management — Generative AI, AI chatbots, digital twin systems, smart destination management, smart governance, and open data tourism platforms — against ten economic, environmental, social, managerial, and ethical criteria. Smart destination management and digital twin systems come out on top, with personalization capability, privacy/ethical risk, and energy efficiency the most discriminating criteria.

Artificial IntelligenceTourismSustainabilityDigital TransformationGenerative AISmart Destinations

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Academic ResearchJune 10, 2026International Journal of Hospitality Management

Exploring the impact of human-computer interaction on service robot adoption intention in the service industry

Author links open overlay panel Jingbo Yuan a , Sayed Kifayat Shah b c , Yongquan Wu a , Kayhan Tajeddini d e f , Thilini Chathurika Gamage g , Yongzhong Jiang b c , Wenjing Wang h

This study examines how different human-computer interaction (HCI) styles affect guest adoption of service robots in hospitality settings, depending on the level of guest contact and task complexity. It finds that a master-servant interaction style works best for low-contact, complex tasks by building cognitive trust, while a partner-style interaction fosters emotional trust and adoption in high-contact or simpler tasks. Hotels can use these insights to tailor robot roles and interactions to improve guest acceptance and operational efficiency.

service robotshuman-computer interactionhospitality technologyguest experiencetrust buildingrobot adoptionservice operations

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Academic ResearchJune 8, 2026International Journal of Quality & Reliability Management

Artificial intelligence and service performance: empirical findings from the hospitality sector

Subhodeep Mukherjee, Rashmi Ranjan Panigrahi, Shad Ahmad Khan, Kiran Cotha

This study identifies key factors driving AI adoption in luxury hotels, showing that ease of use, competitive pressure, IT infrastructure, and government support boost AI use and improve service performance. It offers a strategic framework for hotel managers and policymakers to leverage AI for better service, efficiency, and competitive advantage amid rapid digital transformation.

Artificial IntelligenceHospitalityService PerformanceTechnology AdoptionLuxury HotelsDigital TransformationHotel ManagementPolicyOperations

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Academic ResearchJune 8, 2026Journal of Hospitality and Tourism Technology

Artificial intelligence in the hospitality industry: benefits, barriers and labour market disruption

Derya Demirdelen Alrawadieh

AI adoption in hospitality is still emerging, mainly used for operational tasks like e-check-in, translation, and revenue management. Benefits include addressing staff shortages and boosting efficiency, but barriers such as high costs, cultural resistance, and loss of personal touch slow adoption. AI may disrupt labor but cannot fully replace human roles requiring empathy and skill. Hotels should balance AI use to enhance operations while preserving human-centered service.

Artificial IntelligenceHospitality IndustryHotel ManagementLabor MarketTechnology AdoptionGuest ExperienceRevenue Management

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Academic ResearchJune 8, 2026Journal of Hospitality Marketing & Management

From psychological empowerment to humanAI rapport: how Artificial Intelligence Social Responsibility enhances consumer well-being in hospitality

Pengyi Shen, Yiming Chen, Jinxiong Li

This study shows that practicing Artificial Intelligence Social Responsibility (AISR) in hospitality enhances customer well-being by empowering guests and fostering human-AI rapport. Hotels can improve guest experience and build loyalty by responsibly designing AI interactions that meet core psychological needs like autonomy, competence, and relatedness.

Artificial IntelligenceCustomer ExperienceHospitality TechnologyCustomer Well-beingAI EthicsHotel Management

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Academic ResearchJune 6, 2026Information Technology & Tourism (Springer)

When Robots Speak: Exploring Conversational Styles, Robot Persona Realism, and Engagement in Hospitality and Tourism Services

Shafaqat Mehmood, Zhimin Zhou, Ifra Noor, Salman Khan

Across one field study and three online experiments in restaurants, hotels, railways, and airports, the authors show that emotional conversational styles in AI service robots drive higher purchase intentions than rational styles, with engagement as the mediating mechanism. Robot persona realism moderates the effect: emotional styles work best with highly humanlike robots, while rational styles outperform with less anthropomorphic ones — a style-persona congruence rule for designing conversational AI in hospitality.

Artificial IntelligenceService RobotsHospitalityTourismGuest ExperiencePersonalizationHospitality Technology

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Academic ResearchJune 1, 2026Journal of Hospitality and Tourism Management (ScienceDirect)

Cooperative Interaction: A Taxonomy of Human-GenAI Interaction Patterns in Tourism

Yuexin Zhao, Yingjie Gao, Yahui Wang, Hongyu Zhang, Bowen Zheng

Grounded in cooperation theory, this qualitative study analyzes multi-turn user-GenAI conversations in tourism and derives a taxonomy of four interaction patterns: convergence-guidance, convergence-non-guidance, divergence-guidance, and divergence-non-guidance. The authors identify the challenges each pattern poses for travel decision-making and propose an optimization framework for designing more adaptive, context-aware tourism-specific GenAI.

Generative AITourismGuest ExperienceHospitality TechnologyPersonalization

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Academic ResearchMay 31, 2026HOSPITERA: Journal of Hospitality and Tourism Research, Vol. 1 No. 1

The Effect of AI Chatbot Perceived Usefulness and Service Convenience on Customer Loyalty with Mediating Role of Customer Experience in Travel Agency Services

Elkunny Dovir Siratan, Joyce Stefanie Liu

Survey of 200 online travel agency users in Jakarta who interacted with AI chatbots in the past six months, analyzed via PLS-SEM. Perceived usefulness and service convenience both drive customer loyalty in OTA chatbot interactions, with customer experience as a partial mediator that converts functional benefit into emotional commitment. The functional value of a chatbot alone does not create loyalty — it must first translate into a positive, personalized, accessible experience.

Artificial IntelligenceTourismHospitalityGuest ExperienceHospitality TechnologyPersonalizationTechnology Adoption

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Academic ResearchMay 30, 2026International Journal of Hospitality Management

Structural resources or managerial cognition? Explaining hoteliers’ perceived impact of artificial intelligence in hospitality

Cindy Yoonjoung Heo, Roland Schegg

This study finds that hotel managers' perceptions of AI's impact depend more on their cognitive flexibility and the breadth of performance indicators they monitor than on hotel size. Developing managerial adaptive thinking and expanding evaluation metrics can enhance AI awareness and strategic adoption in hotels.

Artificial IntelligenceManagerial CognitionHospitality ManagementDigital TransformationHotel OperationsPerformance EvaluationCognitive Flexibility

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Academic ResearchMay 1, 2026International Journal of Hospitality Management

Designing smart menus: A multi-method exploration of AI integration in hospitality guest experience and operations

Jiahui Wang , Irem Onder , Yifeng Liang , Muzaffer Uysal

This study shows that AI-optimized menus can effectively encourage guests to choose more sustainable and healthy food options without reducing satisfaction. For hospitality operators, especially casual dining venues with broad menus, AI can help design menus that nudge guests toward better choices through clear navigation and visual cues. Single-themed AI menus (either sustainable or healthy) are more effective than mixed themes. Emotional engagement enhances sustainable choices, suggesting that combining menu design with atmosphere can boost impact.

AIMenu DesignSustainabilityHealthy EatingGuest ExperienceHospitality OperationsCasual DiningService Design

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Academic ResearchApril 15, 2026ResearchGate preprint

Smart Hospitality Management Systems: The Role of AI in Enhancing Guest Experience and Revenue Performance

Amelia M. Hayes, Emily Rose Sophie

This review synthesizes recent literature (2022–2024) on how AI, machine learning, IoT, and predictive analytics are reshaping hotel operations, guest personalization, and revenue management. It documents measurable gains on both fronts—higher guest satisfaction through AI concierges, smart rooms, and recommendation engines, and stronger profitability through dynamic pricing, occupancy forecasting, and resource optimization—while flagging privacy, cost, and workforce-adoption barriers. The authors conclude that AI-based smart hospitality is a strategic requirement rather than an optional upgrade, but only when balanced with human service delivery.

Artificial IntelligenceGuest ExperienceRevenue ManagementPersonalizationHotel OperationsDigital TransformationHospitality TechnologySustainability

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Academic ResearchApril 8, 2026International Journal of Hospitality Management

Enhancing human-robot interaction in restaurants: The impact of anthropomorphic features on perceived attractiveness

Abraham Terrah, Luana Nanu, Cortney L. Norris

This study examines how anthropomorphic features—humanlike appearance, perceived gender, and voice pitch—shape perceptions of service robot attractiveness in restaurants. Across two between-subjects experiments, low-pitched voices significantly increased task, social, and physical attraction, while humanlike appearance and perceived gender had minimal effect. The findings suggest that vocal design may matter more than visual anthropomorphism for driving guest willingness to interact with restaurant service robots.

service robotshuman-robot interactionanthropomorphismrestaurantsvoice interactionguest experienceconsumer perceptionhospitality

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Academic ResearchApril 2, 2026arXiv preprint (arXiv:2604.22776)

Epicure: Multidimensional Flavor Structure in Food Ingredient Embeddings — LLM-Augmented Data Curation Reveals Culturally and Perceptually Grounded Dimensions in Food Embeddings

Jakub Radzikowski, Josef Chen

This paper demonstrates that AI-generated food embeddings encode far more culinary knowledge than previously understood — capturing not just taste, but texture, cultural identity, and chemical composition. By using LLMs to clean and consolidate a large ingredient dataset, the researchers recovered fifteen distinct flavor dimensions from vector representations alone, with cultural clustering achieving a 6.2× lift over baseline. For hospitality, the implication is that AI can now support meaningful, culturally grounded food personalization at scale — from menu engineering in hotel restaurants to dietary preference matching across guest profiles.

Guest ExperienceGenerative AIOperationsPersonalization

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Academic ResearchApril 2, 2026International Journal of Research and Scientific Innovation (IJRSI)

Smart Hospitality Operations: A Systematic Review of Digital Transformation, Intelligent Systems and Operational Excellence in Contemporary Hospitality

Lynda Dede Graham, Boris Kotey Sasraku-Neequaye

This paper gives hotel operators a practical structure for thinking about smart transformation. Rather than treating AI, IoT, robotics, analytics, and automation as separate projects, it shows how they work together to improve operational efficiency, service consistency, personalization, and sustainability. The most useful takeaway is that smart hospitality is not just about adding technology to existing workflows. It is about redesigning operations so connected systems, better data, and stronger staff readiness all reinforce one another. For managers, the paper points to a phased approach: invest in infrastructure, build employee capability, strengthen governance, and tie each technology decision to measurable business outcomes.

Revenue ManagementOperationsGuest ExperienceRobotics

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Academic ResearchApril 1, 2026EPRA International Journal of Economics, Business and Management Studies (EBMS), Vol. 13, Issue 4

Artificial Intelligence in Hospitality: Transforming the Hotel Industry While Preserving Empathy and Traditional Hospitality

Olaoluwa Fowosere

This paper argues that AI adoption in U.S. hotels should be designed to amplify empathic human service, not replace it. Synthesizing 30+ peer-reviewed studies and industry data from AHLA, Deloitte, Marriott, Hilton, Hyatt, and IHG, it names an 'Empathy Gap' where AI systematically underperforms in emotional service recovery, cultural nuance, and luxury contexts. To close it, the author proposes the Human-AI Symbiosis Framework (HASF), a five-pillar operating model that routes mechanical and analytical tasks to AI while designating specific service moments as non-negotiably human.

Artificial IntelligenceGuest ExperiencePersonalizationHospitalityRoboticsGenerative AITechnology AdoptionRevenue Management

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Academic ResearchApril 1, 2026Frontiers in Robotics and AI

Digital transformation in restaurants: key aspects of service robot deployment from project initiation to evaluation

Anniken Susanne T. Karlsen, Bjørn Andersen, Solvår Elverum Heirsaunet, Elin Indergård, Kristina Nevstad, Wenche Aarseth

One of the clearest lessons from this study is that robot deployment is an architecture decision before it is a technology decision. Restaurants that tried to retrofit robots into existing layouts spent significantly more and got worse results than those that designed the physical environment with robot movement in mind from the start. Beyond the layout question, the research finds that robots consistently reduce physical strain on floor staff, open the door to more inclusive hiring, and generate genuine customer enthusiasm — but only when staff are properly retrained and the team's mindset about what the robot is for has been actively managed.

RoboticsOperationsGuest Experience

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Academic ResearchApril 1, 2026International Journal of Hospitality Management

Is human-RAISA collaboration the future of hospitality service? Examining Gen Z's preferences and industry insights from China and Australia

Mengni Fu, Barry Fraser, Charles Arcodia

Both hotel operators and Gen Z guests in China and Australia converge on the same answer: neither full automation nor purely human service is the goal — a collaborative model where robots, AI, and staff each do what they do best is what the next generation of travelers actually wants. The catch is that supply and demand are not yet aligned. Chinese hotels have moved further and faster on RAISA adoption, while Australian hotels remain more anchored to mobile technology. Gen Z preferences, particularly in China, are ahead of what most hotels currently offer, meaning there is a real competitive opportunity for properties willing to close the gap.

RoboticsGuest ExperienceTourismOperations

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Academic ResearchMarch 10, 2026International Journal of Hospitality Management

Centralization or diversification? Artificial intelligence application and supply chain configuration in hospitality enterprises

Xin Liu, Yan Huang, Rui Qi, Lu Zhang, Abdulaziz Alshalfan

This study shows that AI adoption in hospitality significantly promotes supply chain diversification by improving productivity and cost efficiency. Risks influence how firms use AI to adjust supply chains, suggesting tailored strategies for different hospitality sectors and risk environments.

Artificial IntelligenceSupply Chain ManagementHospitality IndustryDigital TransformationRisk Management

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Academic ResearchMarch 2, 2026AI & SOCIETY

Artificial intelligence as a moral mediator: emotional reciprocity driving happiness in hospitality

Rafael Robina‑Ramírez, Ana Leal‑Solís, Aloysius O S B Roets

This study explores how AI can ethically mediate emotional labor in hospitality workplaces, promoting emotional reciprocity and employee happiness. It finds that sustainable emotional labor practices and shared prosperity are key to effective AI governance, helping prevent burnout and fostering trust through fairness and inclusion.

Artificial IntelligenceEmotional LaborHospitality ManagementEmployee Well-beingEthical AIWorkplace Happiness

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Academic ResearchMarch 2, 2026Frontiers

Robots, ledgers, and RevPAR: a blockchain-enabled AI–robotics conceptual model for sustainable hotel revenue and asset management

Leonard A. Jackson

This article proposes a conceptual model integrating AI, robotics, and blockchain technologies to enhance hotel revenue management, sustainability, and asset management. It highlights how these technologies can jointly improve financial performance (e.g., RevPAR), operational efficiency, environmental impact, and long-term asset value, while addressing challenges related to governance, ethics, privacy, and organizational readiness.

AIRoboticsBlockchainHotel Revenue ManagementSustainabilityAsset ManagementHospitality TechnologyRevenue StrategyHotel Operations

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Academic ResearchMarch 1, 2026Tourism Economics

Economic impact of artificial intelligence (AI): Conceptualization of business value of AI and future agenda for tourism and hospitality research

Minwoo Lee, Billy Bai, Annamarie D. Sisson, Rui Costa

This study highlights AI's strategic roles in tourism and hospitality: automation, information provision, and transformation. AI tools like chatbots and predictive analytics can boost efficiency, decision-making, and innovation. While benefits include better customer satisfaction and productivity, more research is needed on AI's impact on business models and customer experience.

Artificial IntelligenceTourismHospitalityBusiness StrategyCustomer ExperienceAutomationPredictive AnalyticsRevenue Management

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Academic ResearchFebruary 23, 2026International Journal of Interactive Mobile Technologies (iJIM), Vol. 20 No. 7

AI-Powered Mobile Applications in Hotels: Guest Personalization, Operational Efficiency, and Sustainability

Amila Ishanthi H. M., Neetu Jain, Manpreet Kaur

Qualitative systematic literature review of how AI-powered mobile apps reshape luxury hotels across three outcomes: guest personalization, operational efficiency, and sustainability. Finds that AI-mobile capabilities (pre-arrival personalization, mobile check-in, digital keys, smart-room controls, chatbots, loyalty integration) deliver standardized service, faster response times, lower staffing pressure, and 20–30% energy savings via AI thermostats — but only when paired with employee training, change management, transparent data practices, and a hybrid model that keeps humans on high-touch moments.

Artificial IntelligenceHospitalityHotel OperationsGuest ExperiencePersonalizationOperationsSustainabilityHospitality TechnologyTechnology Adoption

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Academic ResearchFebruary 19, 2026Tourism and Hospitality (MDPI), Vol. 7, No. 2, Article 54

AI-Driven Sentiment Analysis: A Unified Framework for Strategic Insights in Tourism

Nikolaos Gkaripis, Georgios Trichopoulos, George Caridakis

This paper presents a dual-model AI framework that combines BERT's supervised classification with Gemini's generative reasoning to extract fine-grained, aspect-level insights from visitor reviews. Rather than returning simple positive/negative scores, the system identifies the specific elements driving dissatisfaction — service, accessibility, cultural experience — and generates actionable recommendations. Validated on TripAdvisor reviews of a UNESCO heritage site, the framework surfaces the kind of nuanced, operational intelligence that traditional review analytics routinely miss. For hotels and tourism operators, it offers a practical path from raw guest feedback to strategic improvement priorities.

Reviews & SentimentGuest ExperienceGenerative AITourism

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Academic ResearchFebruary 12, 2026International Journal of Contemporary Hospitality Management

Reviving legends through holographic AI event experiences: Consumer acceptance and value insights

Seden Dogan, AJ Aluri, Muhittin Cavusoglu

This study explores how consumers perceive holographic AI concerts, focusing on factors like ethicality, nostalgia, and uniqueness. It finds that ethical concerns and nostalgic feelings strongly influence emotional and social values, which in turn affect attendance intentions and willingness to pay. The research highlights the importance of transparent ethical practices and nostalgia-driven marketing to enhance engagement and revenue in hospitality events using holographic AI technology.

holographic AIeventsconsumer behaviorethicalitynostalgiahospitality marketingrevenue management

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Academic ResearchFebruary 4, 2026Journal of Hospitality Marketing & Management

Artificial intelligence (AI) in tourism, hospitality, and service research: a new digital frontier for consumer engagement, psychology, and behavior

Raouf Ahmad Rather, Tareq Rasul, Wagner Junior Ladeira, Fernando de Oliveira Santini, Haywantee Ramkissoon

This study reviews AI technologies in tourism and hospitality, proposing a framework linking AI tools like chatbots and virtual assistants to enhanced consumer engagement, emotions, and experiences. It highlights how these factors influence behaviors such as information sharing and brand relationships, offering strategic insights for service providers.

Artificial IntelligenceTourismHospitalityGuest ExperienceCustomer ExperienceDigital Transformation

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Academic ResearchFebruary 1, 2026International Journal of Contemporary Hospitality Management

Artificial intelligence (AI) preparedness in hospitality: a framework and research agenda for building organizational capacities

Wen Chang, Alice Wu Swift, Lenna V. Shulga

This paper presents a strategic framework for hospitality organizations to build AI preparedness by developing key organizational capacities and following a five-phase cycle. It highlights differences in needs between large and small hospitality firms and offers a roadmap for tailored AI integration.

Artificial IntelligenceOrganizational PreparednessHospitality ManagementTechnology IntegrationWorkforce Training

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Academic ResearchJanuary 16, 2026Emerald Insight: Tourism Review

Generative AI in hospitality and tourism: a dual-stakeholder perspective on tourist and workforce experience dynamics

Maria Leonor Ferreira

This paper looks at how AI improves short-term rental management using Solarento as an example. AI helps optimize pricing, forecast demand, reduce costs, and improve occupancy and guest experience. However, challenges include reliance on good data, limited transparency, and ethical concerns. The study recommends combining AI with human oversight to ensure balanced, responsible, and effective use in hospitality operations.

Guest ExperienceReviews & SentimentGenerative AITourism

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Academic ResearchJanuary 12, 2026Corporate Communications: An International Journal, Vol. 31, No. 1

Artificial intimacy at work: how digital nomads build trust in generative AI companions and implications for remote corporate communication

Dimitra Skandali, Sinan Baran Bayar, Faizan Ali, Cihan Cobanoglu

Study of 303 global digital nomads finds that automated social presence, need for social interaction, and social value drive trust in generative AI companions, which in turn shapes continued use. The work reveals a trust-building pathway reshaping social norms among digitally native consumers, with implications for both loyalty design and risks of eroded human connection.

Generative AIArtificial IntelligenceDigital TransformationCustomer Experience

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Academic ResearchJanuary 1, 2026F1000Research

Mapping Research Trends in AI-Based Tourism and Hospitality Marketing: A Bibliometric and Thematic Review

Pankaj Kumar Tyagi, Priyanka Aggarwal, Priyanka Tyagi, Asokan Vasudevan, Premendra Kumar Singh

This study systematically reviews 320 peer-reviewed articles from 2003 to 2025 on artificial intelligence (AI) applications in tourism and hospitality marketing. Using bibliometric and thematic analyses, it identifies key publication trends, influential journals and authors, and emerging research themes. The findings reveal a significant growth in AI-related tourism marketing research since 2017, highlighting four main thematic clusters: digital influence and tourist behavior analytics; AI-enabled smart tourism and commerce ecosystems; technology-driven hospitality and experience innovation; and data-driven decision making in predictive tourism modeling. The review underscores AI's transformative role in enhancing personalized marketing, customer engagement, and operational decision-making in the hospitality sector, while also noting challenges related to ethics, data privacy, and maintaining human touch in service.

Artificial IntelligenceTourismHospitalityMarketingBibliometric AnalysisThematic AnalysisCustomer ExperienceData-Driven Decision MakingSmart TourismPersonalization

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