Can AI improve hotel service performance? A systematic review using ADO-TCM

Tong WangUCSI Graduate Business School, UCSI University, Kuala Lumpur, College of Accounting, Anyang Institute of Technology, Eugene Cheng-Xi AwUCSI Graduate Business School, UCSI University, Kuala Lumpur, Faculty of International Tourism and Management, City University of Macau, Garry Wei-Han TanUCSI Graduate Business School, UCSI University, Kuala Lumpur, Department of Marketing, The University of Jordan, and Faculty of Business, and Arts, Swinburne University of Technology Sarawak Campus, Erose SthapitDepartment of Marketing, International Business and Tourism, Faculty of Business and Law, Manchester Metropolitan University, UCSI Graduate Business School, UCSI University, Kuala Lumpur, Xi LiFaculty of International Tourism and Management, City University of Macau

Tourism and Hospitality Research

Published online on June 30, 2025

Abstract

Tourism and Hospitality Research, Ahead of Print.
This study systematically reviewed studies on artificial intelligence (AI) technology and hotel employees’ service performance through bibliometric analysis and content analysis based on the ADO-TCM framework. 72 relevant literature included in the Scopus ...