References

• Aldossary, M., & McLean, G. (2022). Prolonging the influence of a vacation experience on consumers’ wellbeing - Is there a role for virtual reality? Annals of Tourism Research, 97, 103500. https://doi.org/10.1016/j.annals.2022.103500
   Web of Science ®Google Scholar
• Ameen, N., Viglia, G., & Altinay, L. (2023). Revolutionizing services with cutting-edge technologies post major exogenous shocks. The Service Industries Journal, 43(3-4), 125–133. https://doi.org/10.1080/02642069.2023.2185934
   Web of Science ®Google Scholar
• Barnes, S. J., & Kirshner, S. N. (2021). Understanding the impact of host facial characteristics on Airbnb pricing: Integrating facial image analytics into tourism research. Tourism Management, 83, 104235. https://doi.org/10.1016/j.tourman.2020.104235
   Web of Science ®Google Scholar
• Belanche, D., Belk, R. W., Casaló, L. V., & Flavián, C. (2024). The dark side of artificial intelligence in services. The Service Industries Journal, 44(3-4), 149–172. https://doi.org/10.1080/02642069.2024.2305451
   Web of Science ®Google Scholar
• Bird, J. M., Smart, P. A., Harris, D. J., Phillips, L. A., Giannachi, G., & Vine, S. J. (2023). A magic leap in tourism: Intended and realized experience of head-mounted augmented reality in a museum context. Journal of Travel Research, 62(7), 1427–1447. https://doi.org/10.1177/00472875221134031
   Web of Science ®Google Scholar
• Byrd, K., Fan, A., Her, E., Liu, Y., Almanza, B., & Leitch, S. (2021). Robot vs human: Expectations, performances and gaps in off-premise restaurant service modes. International Journal of Contemporary Hospitality Management, 33(11), 3996–4016. https://doi.org/10.1108/IJCHM-07-2020-0721
   Web of Science ®Google Scholar
• Cai, R., Cain, L. N., & Jeon, H. (2022). Customers’ perceptions of hotel AI-enabled voice assistants: Does brand matter? International Journal of Contemporary Hospitality Management, 34(8), 2807–2831. https://doi.org/10.1108/IJCHM-10-2021-1313
   Web of Science ®Google Scholar
• Cao, D., Sun, Y., Goh, E., Wang, R., & Kuiavska, K. (2022). Adoption of smart voice assistants technology among Airbnb guests: A revised self-efficacy-based value adoption model (SVAM). International Journal of Hospitality Management, 101, 103124. https://doi.org/10.1016/j.ijhm.2021.103124
   Web of Science ®Google Scholar
• Caridà, A., Edvardsson, B., & Colurcio, M. (2019). Conceptualizing resource integration as an embedded process: Matching, resourcing and valuing. Marketing Theory, 19(1), 65–84. https://doi.org/10.1177/1470593118772215
   Web of Science ®Google Scholar
• Castillo, D., Canhoto, A. I., & Said, E. (2021). The dark side of AI-powered service interactions: Exploring the process of co-destruction from the customer perspective. The Service Industries Journal, 41(13-14), 900–925. https://doi.org/10.1080/02642069.2020.1787993
   Web of Science ®Google Scholar
• Chen, C.-F., & Girish, V. G. (2023). Investigating the use experience of restaurant service robots: The cognitive–affective–behavioral framework. International Journal of Hospitality Management, 111, 103482. https://doi.org/10.1016/j.ijhm.2023.103482
   Web of Science ®Google Scholar
• Chen, S.-X., Wang, X.-K., Zhang, H.-Y., Wang, J.-Q., & Peng, J.-J. (2021). Customer purchase forecasting for online tourism: A data-driven method with multiplex behavior data. Tourism Management, 87, 104357.
   Web of Science ®Google Scholar
• Chen, Y., Hu, Y., Zhou, S., & Yang, S. (2023). Investigating the determinants of performance of artificial intelligence adoption in hospitality industry during COVID-19. International Journal of Contemporary Hospitality Management, 35(8), 2868–2889. https://doi.org/10.1108/IJCHM-04-2022-0433
   Web of Science ®Google Scholar
• Doborjeh, Z., Hemmington, N., Doborjeh, M., & Kasabov, N. (2022). Artificial intelligence: A systematic review of methods and applications in hospitality and tourism. International Journal of Contemporary Hospitality Management, 34(3), 1154–1176. https://doi.org/10.1108/IJCHM-06-2021-0767
   Web of Science ®Google Scholar
• Dwivedi, Y. K., Pandey, N., Currie, W., & Micu, A. (2024). 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, 36(1), 1–12. https://doi.org/10.1108/IJCHM-05-2023-0686
   Web of Science ®Google Scholar
• Echeverri, P., & Skålén, P. (2011). Co-creation and co-destruction: A practice-theory based study on interactive value formation. Marketing Theory, 11(3), 351–373. https://doi.org/10.1177/1470593111408181
   Web of Science ®Google Scholar
• Echeverri, P., & Skålén, P. (2021). Value co-destruction: Review and conceptualization of interactive value formation. Marketing Theory, 21(2), 227–249. https://doi.org/10.1177/1470593120983390
   Web of Science ®Google Scholar
• Encyclopedia Britannica. (n.d.). Artificial intelligence. Retrieved on 19 Feb 2024, from https://www.britannica.com/technology/artificial-intelligence.
   Google Scholar
• Fan, H., Han, B., & Wang, W. (2023). Aligning (in)congruent chatbot–employee empathic responses with service-recovery contexts for customer retention. Journal of Travel Research, https://doi.org/10.1177/00472875231201505
   Web of Science ®Google Scholar
• Fan, X., Jiang, X., & Deng, N. (2023). Imagination versus telepresence: Consumer patronage intention toward peer-to-peer accommodations in photo-enhanced imaginative conditions and virtual reality contexts. Journal of Travel Research, 62(8), 1647–1666. https://doi.org/10.1177/00472875221141879
   Web of Science ®Google Scholar
• Filieri, R., D’Amico, E., Destefanis, A., Paolucci, E., & Raguseo, E. (2021). Artificial intelligence (AI) for tourism: An European-based study on successful AI tourism start-ups. International Journal of Contemporary Hospitality Management, 33(11), 4099–4125. https://doi.org/10.1108/IJCHM-02-2021-0220
   Web of Science ®Google Scholar
• Frow, P., McColl-Kennedy, J. R., & Payne, A. (2016). Co-creation practices: Their role in shaping a health care ecosystem. Industrial Marketing Management, 56, 24–39. https://doi.org/10.1016/j.indmarman.2016.03.007
   Web of Science ®Google Scholar
• Fu, S., Zheng, X., & Wong, I. K. A. (2022). The perils of hotel technology: The robot usage resistance model. International Journal of Hospitality Management, 102, 103174. https://doi.org/10.1016/j.ijhm.2022.103174
   PubMed Web of Science ®Google Scholar
• Gummesson, E., & Mele, C. (2010). Marketing as value co-creation through network interaction and resource integration. Journal of Business Market Management, 4(4), 181–198. https://doi.org/10.1007/s12087-010-0044-2
   Google Scholar
• Hoang, C., & Tran, H.-A. (2022). Robot cleaners in tourism venues: The importance of robot-environment fit on consumer evaluation of venue cleanliness. Tourism Management, 93, 104611. https://doi.org/10.1016/j.tourman.2022.104611
   Web of Science ®Google Scholar
• Hu, Y., & Min, H. (2023). The dark side of artificial intelligence in service: The “watching-eye” effect and privacy concerns. International Journal of Hospitality Management, 110, 103437. https://doi.org/10.1016/j.ijhm.2023.103437
   Web of Science ®Google Scholar
• Huang, M.-H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155–172. https://doi.org/10.1177/1094670517752459
   Web of Science ®Google Scholar
• Hzm, M. (2024). Apple vision Pro: Revolutionizing computer vision. Medium. Retrieved on 21 Feb 2024, from https://medium.com/@hezammd/apple-vision-pro-revolutionizing-computer-vision-ce6944d657a5.
   Google Scholar
• Jiménez-Barreto, J., Rubio, N., Mura, P., Sthapit, E., & Campo, S. (2023). Ask google assistant where to travel’ tourists’ interactive experiences with smart speakers: An assemblage theory approach. Journal of Travel Research, 62(4), 734–752. https://doi.org/10.1177/00472875221094073
   Web of Science ®Google Scholar
• Jung, I., Quan, W., Yu, J., & Han, H. (2023). Are you ready for robot services? Exploring robot-service adoption behaviors of hotel-goers. International Journal of Hospitality Management, 109, 103404. https://doi.org/10.1016/j.ijhm.2022.103404
   Web of Science ®Google Scholar
• Kang, S.-E., Koo, C., & Chung, N. (2023). Creepy vs. cool: Switching from human staff to service robots in the hospitality industry. International Journal of Hospitality Management, 113, 103479. https://doi.org/10.1016/j.ijhm.2023.103479
   Google Scholar
• Kim, H., So, K. K. F., & Wirtz, J. (2022). Service robots: Applying social exchange theory to better understand human–robot interactions. Tourism Management, 92, 104537. https://doi.org/10.1016/j.tourman.2022.104537
   Web of Science ®Google Scholar
• Laud, G., Bove, L., Ranaweera, C., Leo, W. W. C., Sweeney, J., & Smith, S. (2019). Value co-destruction: A typology of resource misintegration manifestations. Journal of Services Marketing, 33(7), 866–889. https://doi.org/10.1108/JSM-01-2019-0022
   Web of Science ®Google Scholar
• Law, R., Lin, K. J., Ye, H., & Fong, D. K. C. (2023). Artificial intelligence research in hospitality: A state-of-the-art review and future directions. International Journal of Contemporary Hospitality Management, https://doi.org/10.1108/IJCHM-02-2023-0189
   PubMed Web of Science ®Google Scholar
• Leong, M. K., & Koay, K. Y. (2023). Towards a unified model of consumers’ intentions to use drone food delivery services. International Journal of Hospitality Management, 113, 103539. https://doi.org/10.1016/j.ijhm.2023.103539
   Web of Science ®Google Scholar
• Leung, X. Y., Zhang, H., Lyu, J., & Bai, B. (2023). Why do hotel frontline employees use service robots in the workplace? A technology affordance theory perspective. International Journal of Hospitality Management, 108, 103380. https://doi.org/10.1016/j.ijhm.2022.103380
   Web of Science ®Google Scholar
• Li, J., & Xu, Y. (2015). Author analyses of tourism research in the past thirty years—Based on ATR, JTR and TM. Tourism Management Perspectives, 13, 1–6. https://doi.org/10.1016/j.tmp.2014.10.003
   Web of Science ®Google Scholar
• Li, M., & Tuunanen, T. (2022). Information Technology–Supported value Co-Creation and Co-Destruction via social interaction and resource integration in service systems. Journal of Strategic Information Systems, 31(2), 101719. https://doi.org/10.1016/j.jsis.2022.101719
   Web of Science ®Google Scholar
• Li, M., Yin, D., Qiu, H., & Bai, B. (2021). A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations. International Journal of Hospitality Management, 95, 102930. https://doi.org/10.1016/j.ijhm.2021.102930
   Web of Science ®Google Scholar
• Li, X.-C., Magor, T., Benckendorff, P., & Hughes, K. (2023). All hype or the real deal? Investigating user engagement with virtual influencers in tourism. Tourism Management, 99, 104779. https://doi.org/10.1016/j.tourman.2023.104779
   Web of Science ®Google Scholar
• Liu, C., & Hung, K. (2022). Improved or decreased? Customer experience with self-service technology versus human service in hotels in China. Journal of Hospitality Marketing and Management, 31(2), 176–204. https://doi.org/10.1080/19368623.2021.1941475
   Web of Science ®Google Scholar
• Luo, J., Wong, I. A., King, B., Liu, M. T., & Huang, G. (2019). Co-creation and co-destruction of service quality through customer-to-customer interactions: Why prior experience matters. International Journal of Contemporary Hospitality Management, 31(3), 1309–1329. https://doi.org/10.1108/IJCHM-12-2017-0792
   Web of Science ®Google Scholar
• Lusch, R. F., & Nambisan, S. (2015). Service innovation: A service-dominant logic perspective. MIS Quarterly, 39(1), 155–175. https://doi.org/10.25300/MISQ/2015/39.1.07
   Web of Science ®Google Scholar
• Ma, C., & Ye, J. (2022). Linking artificial intelligence to service sabotage. The Service Industries Journal, 42(13-14), 1054–1074. https://doi.org/10.1080/02642069.2022.2092615
   Web of Science ®Google Scholar
• Ma, E., Yang, H., Wang, Y.-C., & Song, H. (2022). Building restaurant customers’ technology readiness through robot-assisted experiences at multiple product levels. Tourism Management, 93, 104610. https://doi.org/10.1016/j.tourman.2022.104610
   Web of Science ®Google Scholar
• Makkonen, H., & Olkkonen, R. (2017). Interactive value formation in interorganizational relationships: Dynamic interchange between value co-creation, no-creation, and co-destruction. Marketing Theory, 17(4), 517–535. https://doi.org/10.1177/1470593117699661
   Web of Science ®Google Scholar
• Manser Payne, E. H., Dahl, A. J., & Peltier, J. (2021). Digital servitization value co-creation framework for AI services: A research agenda for digital transformation in financial service ecosystems. Journal of Research in Interactive Marketing, 15(2), 200–222. https://doi.org/10.1108/JRIM-12-2020-0252
   Web of Science ®Google Scholar
• McLean, G., & Barhorst, J. B. (2021). Living the experience before you go … but did it meet expectations? The role of virtual reality during hotel bookings. Journal of Travel Research, 61(6), 1233–1251.
   Web of Science ®Google Scholar
• Merkx, C., & Nawijin, J. (2021). Virtual reality tourism experiences: Addiction and isolation. Tourism Management, 87, 104394. https://doi.org/10.1016/j.tourman.2021.104394
   Web of Science ®Google Scholar
• Mitchell, R., Michalski, J., & Carbonell, T. (2013). An artificial intelligence approach. Springer.
   Google Scholar
• Moher, D., Liberati, A., Tetzlaff, J., Altman, D. G., & PRISMA Group. (2009). Preferred reporting items for systematic reviews and meta-analyses: The PRISMA statement. Annals of Internal Medicine, 151(4), 264–269. https://doi.org/10.7326/0003-4819-151-4-200908180-00135
   PubMed Web of Science ®Google Scholar
• Mukherjee, S., Baral, M. M., Nagariya, R., Venkataiah, C., Rao, U. V. A., & Rao, K. S. (2023). Systematic literature review and future research directions for service robots in hospitality and tourism industries. The Service Industries Journal, 43(15-16), 1083–1116. https://doi.org/10.1080/02642069.2023.2243592
   Web of Science ®Google Scholar
• Novak, T. P., & Hoffman, D. L. (2019). Relationship journeys in the internet of things: A new framework for understanding interactions between consumers and smart objects. Journal of the Academy of Marketing Science, 47(2), 216–237. https://doi.org/10.1007/s11747-018-0608-3
   Web of Science ®Google Scholar
• Park, H., Lee, M., & Back, K. J. (2023). A critical review of technology-driven service innovation in hospitality and tourism: Current discussions and future research agendas. International Journal of Contemporary Hospitality Management, 35(12), 4502–4534. https://doi.org/10.1108/IJCHM-07-2022-0875
   Web of Science ®Google Scholar
• Park, S. (2020). Multifaceted trust in tourism service robots. Annals of Tourism Research, 81, 102888. https://doi.org/10.1016/j.annals.2020.102888
   Web of Science ®Google Scholar
• Paul, J., & Feliciano-Cestero, M. M. (2021). Five decades of research on foreign direct investment by MNEs: An overview and research agenda. Journal of Business Research, 124, 800–812. https://doi.org/10.1016/j.jbusres.2020.04.017
   PubMed Web of Science ®Google Scholar
• Paul, J., Lim, W. M., O’Cass, A., Hao, A. W., & Bresciani, S. (2021). Scientific procedures and rationales for systematic literature reviews (SPAR-4-SLR). International Journal of Consumer Studies, 45(4), O1–O16. https://doi.org/10.1111/ijcs.12695
   Web of Science ®Google Scholar
• Perelygina, M., Kucukusta, D., & Law, R. (2022). Digital business model configurations in the travel industry. Tourism Management, 88, 104408. https://doi.org/10.1016/j.tourman.2021.104408
   Web of Science ®Google Scholar
• Pinho, N., Beirão, G., Patrício, L. P., & Fisk, R. (2014). Understanding value co-creation in complex services with many actors. Journal of Service Management, 25(4), 470–493. https://doi.org/10.1108/JOSM-02-2014-0055
   Web of Science ®Google Scholar
• Prentice, C., Lopes, S. D., & Wang, X. (2020). Emotional intelligence or artificial intelligence– an employee perspective. Journal of Hospitality Marketing & Management, 29(4), 377–403. https://doi.org/10.1080/19368623.2019.1647124
   Web of Science ®Google Scholar
• Ribeiro, M. A., Gursoy, D., & Chi, O. H. (2022). Customer acceptance of autonomous vehicles in travel and tourism. Journal of Travel Research, 61(3), 620–636. https://doi.org/10.1177/0047287521993578
   Web of Science ®Google Scholar
• Rita, P., Borges-Tiago, M. T., & Caetano, J. (2023). The theory-practice research gains from big data: Evidence from hospitality loyalty programs. International Journal of Contemporary Hospitality Management, 35(12), 4486–4501. https://doi.org/10.1108/IJCHM-05-2022-0646
   Web of Science ®Google Scholar
• Russell, S., & Norvig, P. (2010). Artificial intelligence: A modern approach. Prentice Hall. NJ.
   Google Scholar
• Saydam, M. B., Arici, H. E., & Koseoglu, M. A. (2022). How does the tourism and hospitality industry use artificial intelligence? A review of empirical studies and future research agenda. Journal of Hospitality Marketing and Management, 31(8), 908–936. https://doi.org/10.1080/19368623.2022.2118923
   Web of Science ®Google Scholar
• Song, Y., Zhang, M., Hu, J., & Cao, X. (2022). Dancing with service robots: The impacts of employee-robot collaboration on hotel employees’ job crafting. International Journal of Hospitality Management, 103, 103220. https://doi.org/10.1016/j.ijhm.2022.103220
   Web of Science ®Google Scholar
• Tussyadiah, I. (2020). A review of research into automation in tourism: Launching the annals of tourism research curated collection on artificial intelligence and robotics in tourism. Annals of Tourism Research, 80, 102883. https://doi.org/10.1016/j.annals.2020.102883
   Google Scholar
• Vargo, S. L., & Lusch, R. F. (2016). Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1), 5–23. https://doi.org/10.1007/s11747-015-0456-3
   Web of Science ®Google Scholar
• Vargo, S. L., Maglio, P. P., & Akaka, M. A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26(3), 145–152. https://doi.org/10.1016/j.emj.2008.04.003
   Google Scholar
• Weaver, A. (2021). Tourism, big data, and a crisis of analysis. Annals of Tourism Research, 88, 103158. https://doi.org/10.1016/j.annals.2021.103158
   Web of Science ®Google Scholar
• Wirtz, J., Hofmeister, J., Chew, P. Y. P., & Ding, X. (2023). Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence. The Service Industries Journal, https://doi.org/10.1080/02642069.2023.2226596
   Web of Science ®Google Scholar
• Wu, X., Liu, Q., Qu, H., & Wang, J. (2023). The effect of algorithmic management and workers’ coping behavior: An exploratory qualitative research of Chinese food-delivery platform. Tourism Management, 96, 104716.
   Web of Science ®Google Scholar
• Xie, G., Qian, Y., & Wang, S. (2021). Forecasting Chinese cruise tourism demand with big data: An optimized machine learning approach. Tourism Management, 82, 104208. https://doi.org/10.1016/j.tourman.2020.104208
   Web of Science ®Google Scholar
• Yin, D., Li, M., & Qiu, H. (2023). Do customers exhibit engagement behaviors in AI environments? The role of psychological benefits and technology readiness. Tourism Management, 97, 104745. https://doi.org/10.1016/j.tourman.2023.104745
   Web of Science ®Google Scholar
• Ying, T., Tang, J., Ye, S., Tan, X., & Wei, W. (2022). Virtual reality in destination marketing: Telepresence, social presence, and tourists’ visit intentions. Journal of Travel Research, 61(8), 1738–1756. https://doi.org/10.1177/00472875211047273
   Web of Science ®Google Scholar
• Yu, H., Shum, C., Alcorn, M., Sun, J., & He, Z. (2022). Robots can’t take my job: Antecedents and outcomes of Gen Z employees’ service robot risk awareness. International Journal of Contemporary Hospitality Management, 34(8), 2971–2988. https://doi.org/10.1108/IJCHM-10-2021-1312
   Web of Science ®Google Scholar
• Zhang, J., Zhu, Y., Wu, J., & Yu-Buck, G. F. (2023). A natural apology is sincere: Understanding chatbots’ performance in symbolic recovery. International Journal of Hospitality Management, 108, 103387. https://doi.org/10.1016/j.ijhm.2022.103387
   Web of Science ®Google Scholar