Diving into the technology: a systematic literature review on strategic use of chatbots in hospitality service encounters

S. Jerrin Issac Sam and K. Mohamed Jasim ()
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S. Jerrin Issac Sam: Vellore Institute of Technology
K. Mohamed Jasim: Vellore Institute of Technology

Management Review Quarterly, 2025, vol. 75, issue 1, No 15, 527-555

Abstract: Abstract Chatbots have become widely used in hotels, restaurants, and related industries. This study presents a systematic literature review (SLR) of research papers that investigate the use of chatbots in restaurants, hotels, and related services. The Scopus and Web of Science databases are utilized to ascertain the pertinent research publications concerning the utilization of chatbots in the domains of hotels, restaurants, and tourism (N = 48) from 2019 to 2023. The review has adhered to the TCM framework and using the SPAR-4-SLR protocol. The work has identified multiple theme areas and theoretical influences, and has also outlined potential avenues for future research fronts and propositions. This review aims to provide guidance for future studies focusing on the research questions and theoretical influences related to service bots in the hospitality industry. The existing research on the utilization of chatbots in the context of restaurants and hotels is very scarce. Therefore, this systematic literature review aims to offer a thorough and all-encompassing overview of this particular domain. This study will enhance the existing knowledge base and facilitate future research on the application of chatbots in various service areas.

Keywords: Chatbots; Service bots; Conversational agents; Hotels; Restaurants (search for similar items in EconPapers)
JEL-codes: M10 O15 O33 (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11301-023-00388-8

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