Artificial intelligence: an overview of research trends and future directions

Purpose This study aims to offer an overview of hospitality and tourism research on artificial intelligence (AI) and its impact on the industry. More specifically, this study examines hospitality and tourism AI research trends in hospitality and tourism customer service experience creation and delivery, service failure and recovery, human resources and organizational behavior. Based on the review, this study identifies the challenges and opportunities and provides directions for future studies. Design/methodology/approach A narrative synthesis approach was used to review the hospitality and tourism research on AI and its impact on various aspects of the industry. Findings AI and AI applications in customer…