Conversational AI in Tourism: A systematic literature review using TCM and ADO framework

IF 7.8 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Hospitality and Tourism Management Pub Date : 2025-09-01 DOI:10.1016/j.jhtm.2025.101310

Akshara Prasanna, P. Pushparaj, Bijay Prasad Kushwaha

{"title":"Conversational AI in Tourism: A systematic literature review using TCM and ADO framework","authors":"Akshara Prasanna, P. Pushparaj, Bijay Prasad Kushwaha","doi":"10.1016/j.jhtm.2025.101310","DOIUrl":null,"url":null,"abstract":"<div><div>This systematic literature review explores how conversational AI chatbots revolutionise tourism by altering how travellers gather information, make decisions, and interact with services. Using the theory, context, and method (TCM) and antecedents, decisions, and outcomes (ADO) frameworks, this review analyses 77 articles from EBSCOhost, ProQuest, Scopus and Web of Science. The study complies with primary bibliometric data, categorises 49 commonly employed theories and maps their relevance to chatbot adoption and user engagement. It organises these theories, examines ADO framework relationships, and identifies key antecedents influencing user trust, emotional engagement, and satisfaction, such as user characteristics, technological attributes, and service quality. Further, this study applied the Mixed Methods Appraisal Tool (MMAT) to systematically evaluate the risk of bias among the included articles. The analysis highlighted the significant role of cultural contexts and emotional factors, such as trustworthiness and chatbot intelligence, in shaping user perceptions. The review addresses research gaps regarding cross-cultural nuances, ethical issues, and the need for personalisation by contributing a relationship map within the ADO framework and suggesting future research directions based on TCM and ADO. These insights offer valuable guidance for researchers and practitioners aiming to leverage chatbots to improve customer experience and operational benefits in tourism.</div></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"64 ","pages":"Article 101310"},"PeriodicalIF":7.8000,"publicationDate":"2025-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Hospitality and Tourism Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S1447677025000865","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}

引用次数: 0

Abstract

This systematic literature review explores how conversational AI chatbots revolutionise tourism by altering how travellers gather information, make decisions, and interact with services. Using the theory, context, and method (TCM) and antecedents, decisions, and outcomes (ADO) frameworks, this review analyses 77 articles from EBSCOhost, ProQuest, Scopus and Web of Science. The study complies with primary bibliometric data, categorises 49 commonly employed theories and maps their relevance to chatbot adoption and user engagement. It organises these theories, examines ADO framework relationships, and identifies key antecedents influencing user trust, emotional engagement, and satisfaction, such as user characteristics, technological attributes, and service quality. Further, this study applied the Mixed Methods Appraisal Tool (MMAT) to systematically evaluate the risk of bias among the included articles. The analysis highlighted the significant role of cultural contexts and emotional factors, such as trustworthiness and chatbot intelligence, in shaping user perceptions. The review addresses research gaps regarding cross-cultural nuances, ethical issues, and the need for personalisation by contributing a relationship map within the ADO framework and suggesting future research directions based on TCM and ADO. These insights offer valuable guidance for researchers and practitioners aiming to leverage chatbots to improve customer experience and operational benefits in tourism.

查看原文本刊更多论文

旅游中的会话人工智能：基于中医和ADO框架的系统文献综述

这篇系统的文献综述探讨了会话式人工智能聊天机器人如何通过改变游客收集信息、做出决策和与服务互动的方式来彻底改变旅游业。本文采用理论、背景和方法（TCM）和前事、决策和结果（ADO）框架，分析了来自EBSCOhost、ProQuest、Scopus和Web of Science的77篇文章。该研究遵循了原始文献计量数据，对49种常用理论进行了分类，并绘制了它们与聊天机器人采用和用户参与度的相关性图。它组织了这些理论，检验了ADO框架关系，并确定了影响用户信任、情感投入和满意度的关键前因，如用户特征、技术属性和服务质量。此外，本研究应用混合方法评估工具（MMAT）系统评估纳入文章的偏倚风险。该分析强调了文化背景和情感因素（如可信度和聊天机器人智能）在塑造用户感知方面的重要作用。该综述通过在ADO框架内提供关系图，并提出基于中医和ADO的未来研究方向，解决了关于跨文化细微差别、伦理问题和个性化需求的研究空白。这些见解为旨在利用聊天机器人改善客户体验和旅游业运营效益的研究人员和从业者提供了有价值的指导。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Journal of Hospitality and Tourism Management Multiple-

CiteScore

13.30

自引率

8.40%

发文量

177

审稿时长

45 days

期刊介绍： Journal Name: Journal of Hospitality and Tourism Management Affiliation: Official journal of CAUTHE (Council for Australasian Tourism and Hospitality Education Inc.) Scope: Broad range of topics including: Tourism and travel management Leisure and recreation studies Emerging field of event management Content: Contains both theoretical and applied research papers Encourages submission of results of collaborative research between academia and industry.