Value formation in AI-integrated service system: review and implications on hospitality and tourism research

Katsy J. Lin, Ke Zhang, Sirong Chen, Huiyue Ye, Xiaonan Li and Rob Law

The Service Industries Journal, 2025, vol. 45, issue 7-8, 635-656

Abstract: The ongoing Fourth Industrial Revolution, which is driven by artificial intelligence (AI) and other disruptive technologies, has attracted a surge of AI studies. Previous reviews primarily offered a bird’s view of AI research and were somewhat one-sided focusing on AI’s bright sides. Reviews on the networks of resources, process dynamics, and divergent outcomes of this complex system are rare, if any. This review article aims to fill this research gap by deconstructing how value is formed in the AI-integrated service system. Guided by the SPAR-4-SLR protocol and interactive value formation framework, this study reviewed and analyzed state-of-the-art AI studies (i.e. 2019–2023) published in six selected top-tier hospitality and tourism journals. This review makes contributions by outlining the resource orchestration, resource integration practices, and divergent outcomes of value formation in the AI-integrated system in hospitality and tourism. Future research directions and implications were also provided to advance the field.

Date: 2025
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DOI: 10.1080/02642069.2024.2346235

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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