Artificial intelligence and customer experience in hospitality and tourism: a systematic review
Yazarlar (3)
Judith Solanas Politics And Society, İspanya
Mehmet Bahri Saydam
Doğu Akdeniz Üniversitesi, Türkiye
Doğu Akdeniz Üniversitesi, Türkiye
Doç. Dr. Hasan Evrim ARICI Kastamonu Üniversitesi, Türkiye
| Makale Türü | Özgün Makale (SSCI, AHCI, SCI, SCI-Exp dergilerinde yayınlanan tam makale) | ||
| Dergi Adı | Journal of Hospitality and Tourism Technology (Q1) | ||
| Dergi ISSN | 1757-9880 Dergi Bilgileri (2026) | ||
| Dergi Tarandığı Indeksler | SSCI | ||
| Makale Dili | Türkçe | Basım Tarihi | 07-2026 |
| Kabul Tarihi | – | Yayınlanma Tarihi | 01-07-2026 |
| Cilt / Sayı / Sayfa | – / 1 / – | DOI | 10.1108/JHTT-04-2025-0346 |
| Makale Linki | https://doi.org/10.1108/jhtt-04-2025-0346 | ||
| UAK Araştırma Alanları |
Otel İşletmeciliği
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| Özet |
| Purpose Through a qualitative systematic literature review, this paper aims to elucidate the role of artificial intelligence (AI) in hospitality and tourism (H&T) customer experience domain. Design/methodology/approach A total of 51 studies indexed in the Web of Science database are analyzed. A systematic review and thematic analysis are performed using Leximancer software. Findings Key enablers include human-likeness and robot service competence, while mediators, such as customer satisfaction and trust play a critical role in shaping customer experiences. Moderating factors like social distancing and event disruptions were also identified as influential. To uncover deeper insights, thematic analysis was conducted using Leximancer software, which identified five key themes. These are human–robot interaction, trust in AI interactions, satisfaction, usefulness … |
| Anahtar Kelimeler |
| Artificial intelligence | Customer experience | Hospitality | Qualitative systematic literature review | Thematic analysis | Tourism | 主题分析 | 人工智能 | 旅游 | 质性系统文献综述 | 酒店业 | 顾客体验 |
BM Sürdürülebilir Kalkınma Amaçları
| Atıf Sayıları | |
| Google Scholar | 2 |