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

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.

以人工智能和其他颠覆性科技为动力的第四次工业革命正在进行，因此催生了大量人工智能相关研究。先前的人工智能研究综述主要以鸟瞰角度总结研究方向发展及只关注人工智能光明的一面。关于这个服务系统的资源网络、过程动态和不同结果的综述非常少，甚至可以说几乎没有。本综述旨在通过解构人工智能集成服务系统中的价值是如何形成的来填补这一研究空白。在SPAR-4-SLR和交互式价值形成框架的指引下，本研究审查及分析了六个选定的顶级酒店和旅游期刊上发表的最新人工智能研究（即2019年至2023年）。本综述概述了酒店与旅游业人工智能集成系统中的资源协调、资源整合实践以及价值形成的不同结果。 此外，本文还为未来研究方向作出建议，以推动研究领域发展。

KEYWORDS:

• artificial intelligence
• service system
• value co-creation
• co-destruction

关键词:

• 人工智能，服务系统，价值共创，价值共毁

Acknowledgement:

The authors would like to thank Yujiu Liao for her contributions in the initial data collection stage. This research was partly supported by a research grant funded by the University of Macau.

Disclosure statement

No potential conflict of interest was reported by the author(s).