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Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: practices, challenges and research agenda
International Journal of Contemporary Hospitality Management
Swansea University Author: Yogesh Dwivedi
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DOI (Published version): 10.1108/ijchm-05-2023-0686
Abstract
Purpose: The hospitality and tourism sector has witnessed phenomenal growth in customer numbers during the postpandemic times. This growth has been accompanied by the use of technologies in customer interface and backend activities, including the adoption of self-serving technologies. This study aim...
Published in: | International Journal of Contemporary Hospitality Management |
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ISSN: | 0959-6119 0959-6119 |
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Emerald
2023
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URI: | https://cronfa.swan.ac.uk/Record/cronfa63514 |
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v2 63514 2023-05-21 Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: practices, challenges and research agenda d154596e71b99ad1285563c8fdd373d7 0000-0002-5547-9990 Yogesh Dwivedi Yogesh Dwivedi true false 2023-05-21 BBU Purpose: The hospitality and tourism sector has witnessed phenomenal growth in customer numbers during the postpandemic times. This growth has been accompanied by the use of technologies in customer interface and backend activities, including the adoption of self-serving technologies. This study aims to analyze the existing practices and challenges and establish a research agenda for the implementation of generative artificial intelligence (AI) (such as ChatGPT) and similar tools in the hospitality and tourism industry. Design/methodology/approach: This study analyzes the existing literature and practices. This study draws upon these practices to outline a novel research agenda for scholars and practitioners working in this domain. Findings: The integration of generative AI technologies, such as ChatGPT, will have a transformational impact on the hospitality and tourism industry. This study highlights the potential challenges of implementing such technologies from the perspectives of companies, customers and regulators. Research limitations/implications: This study serves as a reference material for those who are planning to use generative AI tools like ChatGPT in their hospitality and tourism businesses. This study also highlights potential pitfalls that ChatGPT-enabled systems may encounter during service delivery processes. Originality/value: This study is a pioneering work that assesses the applications of ChatGPT in the hospitality and tourism industry. This study highlights the potential and challenges in implementing ChatGPT within the hospitality and tourism industry. Journal Article International Journal of Contemporary Hospitality Management Emerald 0959-6119 0959-6119 Artificial intelligence, Bard, ChatGPT, Generative AI, Hospitality, Tourism 7 6 2023 2023-06-07 10.1108/ijchm-05-2023-0686 http://dx.doi.org/10.1108/ijchm-05-2023-0686 COLLEGE NANME Business COLLEGE CODE BBU Swansea University 2023-10-03T11:11:00.0220779 2023-05-21T19:04:46.7779922 Faculty of Humanities and Social Sciences School of Management - Business Management Yogesh Dwivedi 0000-0002-5547-9990 1 Neeraj Pandey 2 Wendy Currie 3 Adrian Micu 4 63514__27547__6fa77a87e5c04123ac7c751d44f6dec1.pdf FinalAccepted.pdf 2023-05-21T19:09:33.9229701 Output 330690 application/pdf Accepted Manuscript true Distributed under the terms of a Creative Commons Attribution Non Commercial 4.0 Licence (CC BY-NC 4.0). true eng https://creativecommons.org/licenses/by-nc/4.0/ |
title |
Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: practices, challenges and research agenda |
spellingShingle |
Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: practices, challenges and research agenda Yogesh Dwivedi |
title_short |
Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: practices, challenges and research agenda |
title_full |
Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: practices, challenges and research agenda |
title_fullStr |
Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: practices, challenges and research agenda |
title_full_unstemmed |
Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: practices, challenges and research agenda |
title_sort |
Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: practices, challenges and research agenda |
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d154596e71b99ad1285563c8fdd373d7 |
author_id_fullname_str_mv |
d154596e71b99ad1285563c8fdd373d7_***_Yogesh Dwivedi |
author |
Yogesh Dwivedi |
author2 |
Yogesh Dwivedi Neeraj Pandey Wendy Currie Adrian Micu |
format |
Journal article |
container_title |
International Journal of Contemporary Hospitality Management |
publishDate |
2023 |
institution |
Swansea University |
issn |
0959-6119 0959-6119 |
doi_str_mv |
10.1108/ijchm-05-2023-0686 |
publisher |
Emerald |
college_str |
Faculty of Humanities and Social Sciences |
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facultyofhumanitiesandsocialsciences |
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Faculty of Humanities and Social Sciences |
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Faculty of Humanities and Social Sciences |
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School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management |
url |
http://dx.doi.org/10.1108/ijchm-05-2023-0686 |
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description |
Purpose: The hospitality and tourism sector has witnessed phenomenal growth in customer numbers during the postpandemic times. This growth has been accompanied by the use of technologies in customer interface and backend activities, including the adoption of self-serving technologies. This study aims to analyze the existing practices and challenges and establish a research agenda for the implementation of generative artificial intelligence (AI) (such as ChatGPT) and similar tools in the hospitality and tourism industry. Design/methodology/approach: This study analyzes the existing literature and practices. This study draws upon these practices to outline a novel research agenda for scholars and practitioners working in this domain. Findings: The integration of generative AI technologies, such as ChatGPT, will have a transformational impact on the hospitality and tourism industry. This study highlights the potential challenges of implementing such technologies from the perspectives of companies, customers and regulators. Research limitations/implications: This study serves as a reference material for those who are planning to use generative AI tools like ChatGPT in their hospitality and tourism businesses. This study also highlights potential pitfalls that ChatGPT-enabled systems may encounter during service delivery processes. Originality/value: This study is a pioneering work that assesses the applications of ChatGPT in the hospitality and tourism industry. This study highlights the potential and challenges in implementing ChatGPT within the hospitality and tourism industry. |
published_date |
2023-06-07T11:11:01Z |
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1778728684171034624 |
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11.01297 |