综述 | 酒店与旅游业中消费者对人工智能与机器人的采用: 文献综述及未来研究议题


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标题
Consumers’ adoption of artificial intelligence and robotics in hospitality and tourism sector: Literature review and future research agenda
作者
Goel, P., Kaushik, N., Sivathanu, B., Pillai, R., & Vikas, J.
期刊
Tourism Review
SSCI (JCR 2021)
IF 7.689
Q1 (HOSPITALITY, LEISURE, SPORT & TOURISM 11/57)
时间
Jul 2022
摘要
Purpose
The purpose of this study, a current systematic literature review, is to synthesize the extant literature on consumers’ adoption of artificial intelligence and robotics (AIR) in the context of the hospitality and tourism sector (HATS) to gain a comprehensive understanding of it. This study also outlines insights for academia, practitioners, AI marketers, developers, designers and policymakers.
Design/methodology/approach
This study used a content analysis approach to conduct a systematic literature review for the period of 10years (2011–2020) of the various published studies themed around consumer’s adoption of AIR in HATS.
Findings
The synthesis draws upon various factors affecting the adoption of AIR, such as individual factors, service factors, technical and performance factors, social and cultural factors and infrastructural factors. Additionally, the authors identified four major barriers, namely, psychological, social, financial, technical and functional that hinder the consumer’s adoption of artificial intelligence and robots in the hospitality and tourism industry.
Originality/value
To the best of the author’s/authors’ knowledge, this study is a first attempt to synthesize the factors that drive consumers’ adoption of artificial intelligence and robots in the hospitality and tourism industry. The present work also advances the tourism and consumer behavior literature by offering an integrated antecedent-outcome framework.
引用
Goel, P., Kaushik, N., Sivathanu, B., Pillai, R., & Vikas, J. (2022). Consumers’ adoption of artificial intelligence and robotics in hospitality and tourism sector: Literature review and future research agenda. Tourism Review, 77(4), 1081–1096. https://doi.org/10.1108/TR-03-2021-0138
(引文格式为APA 7th edition)
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