Academic ResearchJanuary 30, 2024Karadeniz Turizm Araştırmaları Dergisi (Black Sea Tourism Research Journal), Vol. 2, No. 1

Hospitality and Tourism Marketing in an Artificially Intelligent World

Theoretical review of how AI, robots, and service automation are transforming hospitality and tourism marketing. Highlights gains in operational efficiency, 24/7 customer service, marketing automation, and dynamic pricing that personalize guest experiences and optimize revenue management.

Authors

Seden Doğan, Sinan Baran Bayar

Article content

This paper examines how artificial intelligence (AI), robots, and service automation are transforming hospitality and tourism marketing. It highlights how AI-driven automation improves operational efficiency, reduces costs, and enhances customer service by enabling 24/7 support and self-service tools.

The study emphasizes the growing reliance on AI for marketing automation and dynamic pricing, which can personalize guest experiences and optimize revenue management. Hospitality businesses investing in AI technologies can expect improved productivity and more reliable services, reshaping traditional customer satisfaction measures.

Adoption of Artificial Intelligence (AI) Technology in Enhancing Tourist Experience: A Conceptual Model

This article proposes a conceptual model for adopting Artificial Intelligence (AI) technology to enhance tourist experiences. It highlights the potential of AI to transform tourism by personalizing services, improving operational efficiency, and enriching guest interactions, offering practical insights for hospitality professionals aiming to leverage AI in their strategies.

Academic ResearchApril 1, 2026

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

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.

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