The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.
Beware hospitality industry: the robots are coming
Abstract
Purpose: The purpose of this study is to provide an overview of how artificial intelligence (AI) and robotics can and will be utilized by the hospitality industry, providing a glimpse of what their use will look like in 2030. Design/methodology/approach: The paper reviewed both academic and trade literature to provide an overview of how robots will affect the hospitality industry during the 2030s. Findings: Experts predict that by 2030, robots will make up about 25 per cent of the “workforce” in the hospitality industry. The paper also explains the industry challenges the robots will solve, as well as other benefits they provide. One of the findings is that the adoption of robots by the industry will be a disruptive paradigm shift. It will create successful new hospitality companies while putting others out of business. Finally, this paper discusses how to keep the hospitality in hospitality businesses, when machines replace employees. Originality/value: This paper is one of the first to discuss the disruption that robots will cause in the industry. One of the findings is service delivery systems will need to be redesigned to maximize the benefits of robots, while still maintaining the hospitality of a customer service orientation.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Artificial intelligence: a modern approach
(1995) · Choice Reviews Online · doi:10.5860/choice.33-1577 · Cited by 21,974
Slade, E. L., Dwivedi, Y. K., Piercy, N. C., & Williams, M. D. (2015) · Psychology & Marketing · doi:10.1002/mar.20823 · Cited by 922
Morosan, C., & DeFranco, A. (2016) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2015.11.003 · Cited by 552
Self-citationOzturk, A. B., Bilgihan, A., Nusair, K., & Okumus, F. (2016) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2016.04.005 · Cited by 471
The potential for tourism and hospitality experience research in human-robot interactions
Tung, V. W. S., & Law, R. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-09-2016-0520 · Cited by 394
Investigating an innovative service with hospitality robots
Kuo, C.-M., Chen, L.-C., & Tseng, C.-Y. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-08-2015-0414 · Cited by 365
Value co-creation in a sharing economy: The end of price wars?
Zhang, T. C., Jahromi, M. F., & Kizildag, M. (2018) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2017.11.010 · Cited by 209
Transitioning loyalty programs
Bowen, J. T., & McCain, S. C. (2015) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-07-2014-0368 · Cited by 167
Self-citationDisclosing personal information via hotel apps: a privacy calculus perspective
Morosan, C., & DeFranco, A. (2015) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2015.03.008 · Cited by 144
Self-citationConsumer reviews and the creation of booking transaction value: Lessons from the hotel industry
Torres, E. N., Singh, D., & Robertson-Ring, A. (2015) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2015.07.012 · Cited by 142
Cited by
Adoption of AI-based chatbots for hospitality and tourism
Pillai, R., & Sivathanu, B. (2020) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-04-2020-0259 · Cited by 986
From high-touch to high-tech: COVID-19 drives robotics adoption
Zeng, Z., Chen, P.-J., & Lew, A. A. (2020) · Tourism Geographies · doi:10.1080/14616688.2020.1762118 · Cited by 602
Engaging and retaining customers with AI and employee service
Prentice, C., & Nguyen, M. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102186 · Cited by 388
Chi, O. H., Denton, G., & Gursoy, D. (2020) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2020.1721394 · Cited by 334
Slow food tourism: an ethical microtrend for the Anthropocene
Fusté-Forné, F., & Jamal, T. (2020) · Journal of Tourism Futures · doi:10.1108/jtf-10-2019-0120 · Cited by 83
Metadata
- Authors
- Bowen, J., & Morosan, C.
- Venue
- Worldwide Hospitality and Tourism Themes
- Publisher
- Emerald
- Published
- 2018-12-03
- Volume
- 10
- Issue
- 6
- Pages
- 726-733
- ISSN
- 1755-4217 (ISSN-L)
- OpenAlex
- W2898598054
- Cited by
- 312
- References
- 13
- FWCI
- 9.76
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Beware hospitality industry: the robots are coming. https://app.cochat.ai/papers/10.1108/whatt-07-2018-0045
- The paper
- Bowen, J., & Morosan, C. (2018). Beware hospitality industry: the robots are coming. Worldwide Hospitality and Tourism Themes. https://doi.org/10.1108/whatt-07-2018-0045
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
