Artificial Intelligence and Service Innovation in Hospitality: An Umbrella Review
DOI:
https://doi.org/10.65310/s8adz994Keywords:
artificial intelligence, hospitality, human–technology complementarity, responsible governance, service innovationAbstract
Artificial intelligence is increasingly reshaping hospitality through customer-facing applications, operational redesign, workforce adaptation, and new governance demands. This umbrella review synthesized seven major review-level studies published between 2022 and 2026 and interpreted them alongside representative empirical and conceptual research in hospitality and tourism. The findings show that customer acceptance is consistently associated with performance value, attitude, trust, service fit, and recoverable interaction, while operational benefits depend on appropriate task allocation, data quality, system integration, and human–technology complementarity. Employee outcomes remain mixed because AI can reduce repetitive work and support decision-making but may also increase insecurity, learning demands, troubleshooting burdens, and technology-related stress. Governance emerged as a decisive condition for sustainable implementation, particularly regarding privacy, transparency, fairness, accountability, vendor control, bias testing, and human escalation. The review concludes that hospitality organizations create durable service value when AI is deployed as an integrated service capability rather than as isolated automation, linking customer experience, operational resilience, workforce sustainability, and responsible governance within a coherent service-innovation architecture. This perspective provides a foundation for evaluating AI investments and guiding future multi-stakeholder hospitality research across settings.
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