Navigating artificial intelligence adoption in hospitality and tourism: managerial insights, workforce transformation, and a future research agenda

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-03-20 DOI:10.1016/j.ijhm.2025.104187

Hakseung Shin, Jiyoon Ryu, Yujeong Jo

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引用次数: 0

Abstract

As artificial intelligence (AI) and automation technologies continue to advance, hospitality businesses must embrace these innovations to remain competitive. While previous research has primarily focused on employee perspectives regarding issues such as retention and service quality, this study takes a managerial viewpoint to explore the factors influencing AI adoption, the managerial outcomes, and the evolving skill sets needed for frontline employees in the era of AI and automation. Through in-depth qualitative interviews with twenty-two accommodation managers and directors, recurring themes were identified, analyzed, and presented using thematic analysis. This approach revealed both facilitating and inhibiting factors in the adoption of AI technologies and provided insights into the consequences of such adoption. Moreover, the study proposes five essential skills necessary for frontline hospitality employees as AI becomes more prevalent. Building on these findings, the research presents a managerial framework and outlines a set of practical considerations and academic research questions to guide future investigations.

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.