Chatbots in hospitality and tourism: A hybrid review and future research lines

Fateh Mohd Khan and Mohammad Khalid Azam
Additional contact information
Fateh Mohd Khan: Aligarh Muslim University, India
Mohammad Khalid Azam: Aligarh Muslim University, India

in ABEM Conference Proceedings from Academy of Business and Emerging Markets (ABEM), Canada, currently edited by Satyendra Singh

Abstract: Chatbots are now widely used in the hospitality industry because they offer round-the-clock support, engage clients in human-like dialogue, and lighten the workload of human agents. However, scholarly research on the application of chatbots in hospitality and tourism still needs to be explored across disciplines. The present review employs a hybrid approach to synthesize this domain and identify relevant research lines for future academics. This study uses a mixed review methodology that combines the SPAR-4-SLR protocol and the bibliometric tools. Using the Scopus database, the authors compile papers (articles and reviews) about chatbots in top hospitality journals. The data was examined using VoSviewer, Bibliometrix-R, and Excel. The present study identified the critical researchers in chatbots in hospitality and tourism and divided the findings into seven categories. The report also offers ideas for further research for academics. This study tries to comprehend the changes in this subject over the last ten years regarding prolific writers. Most prominent journals, significant issues, and the intellectual and social structure serve as the foundation for research on chatbots in hospitality and tourism. The study indicates that this field is still in its infancy. A more thorough analysis is necessary to help create a deeper understanding of this new sector. Based on all the publications published in reputable academic journals, a comprehensive study needs to address the issues, ideas, structures, and methods utilized in earlier studies involving chatbots in the hospitality and tourist industry. A deeper understanding of this field of study is the goal of this review, which aims to help researchers advance their research.

Keywords: Chatbots; hospitality; tourism; hybrid; review (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.abem.ca/wp-content/uploads/2023/07/abem-2023-proceedings.pdf

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ris:abemcp:023454

Access Statistics for this book

More books in ABEM Conference Proceedings from Academy of Business and Emerging Markets (ABEM), Canada Edinburgh House, 708-99 Wellington Crescent, Winnipeg, R3M0A2, Canada.
Bibliographic data for series maintained by Satyendra Singh ().