In recent decades, smart tourism has been attracting attention from practitioners and scholars. The current study used multiple analysis methods to conduct a systematic review of 124 related articles on smart tourism. Qualitative analysis was conducted to identify 10 categories of smart tourism articles. Results showed that the largest proportion focus on the influence of technology on tourists’ perceptions, behaviors, and experiences. Co-occurrence analysis was performed to investigate the development trend of keywords used by academics in the last five years, while co-authorship (country) analysis was conducted to examine the collaborative relationship between different countries. The research regions, industries, methods, and theories applied in these articles were also analyzed. Theoretical and practical/managerial implications, as well as future research directions, were provided.

Purpose This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research. Design/methodology/approach Content analysis is carried out on the themes of pertinent research from the perspectives of customers, suppliers, technology and policymakers. Findings Results show that over half of the reviewed articles are carried out from the perspective of customers, while those of suppliers, technology and policymakers are less discussed. The unbalanced number of articles reveals an evident mismatch between the supply and demand. Practical implications Findings provide theoretical and practical implications from different perspectives. Collaboration among various stakeholders is also advocated to achieve sustainable and balanced development of the smart hospitality and tourism industry. Originality/value This study contributes to smart hospitality and tourism research through an in-depth review of relevant literature. Based on the findings, the identified research gaps provide potential directions for future knowledge development.

This paper compares the determinants of guest experience at luxury hotels in Mainland China before and during the pandemic—COVID-19. In particular, 740 Chinese reviews posted before the pandemic outbreak, and 1283 reviews posted during the pandemic were collected. Text analytics were applied to segment and count the frequency of words in these online reviews. The results show that the core dimensions of guest experiences at luxury hotels include services, room quality and settings, hotel facilities, dining, location, and environment. These core dimensions do not change regardless of the period before or during the pandemic. However, guests have higher expectations on hotel services such as late check-out and delivery service of takeaway during the pandemic. Online reviews amid-pandemic also contain words related to pandemic prevention and control measures, such as guest traffic and body temperature. Suggestions on operations and management are provided for hotel practitioners to improve their services during the critical period.

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The coronavirus disease 2019 (COVID-19) outbreak has severely affected many territories and industries since January 2020. Despite studies on COVID-19 from different perspectives, research on the impact of COVID-19 on hospitality and tourism education remains scant. In view of this research gap, the current study reviews the COVID-19 outbreak and its impact on hospitality and tourism education, particularly in online educational delivery. A local case in Hong Kong was selected to investigate the response of hospitality and tourism educators. Implications for curriculum design, workforce arrangement, and basic actions for educators are provided. More importantly, this study aims to appeal significant attention on hospitality and tourism education during similar crises.

Purpose Most previous studies have discussed the factors that drive the development of smart tourism or its benefits. Nevertheless, hindrances to smart tourism development have been largely ignored by previous studies. Hence, to bridge the aforementioned research gap, the present study identified the hindrances to smart tourism development in Hong Kong, which has been affected by the recent pandemic, based on the adjusted destination competitiveness conceptual models. Design/methodology/approach The purpose of this study is to investigate the hindrances to smart tourism development. A qualitative interview method using a semi-structured questionnaire with open-ended questions was adopted in the present study. Findings Findings of the present study indicated that the hindrances in developing smart tourism in Hong Kong are from four primary perspectives, namely, economic, sociocultural, technological and planning and management. Research limitations/implications Seeking cooperation from popular tourist destinations can address the economic issues of market size and return on investment in technological infrastructure. Experiences, as the core product of travel, should be highlighted in smart tourism development and enterprises should be given support for the transformation. Originality/value Theoretically, based on the adjusted conceptual models for destination competitiveness, the present study identifies the macro factors that hinder the development of smart tourism in Hong Kong from different primary perspectives. Practically, factors such as policy support, which includes public funding or low-interest loans, are essential to supporting preliminary finances to attract entrepreneurs and young talents to participate in the development.

Recently, robots have been widely adopted in the hospitality and tourism industry. Efficient robots can help hoteliers and tourism suppliers with their repetitive or manual labor. Due to the coronavirus disease (COVID-19) pandemic, there is an increasing number of publications on robotic applications in hospitality and tourism. However, a comprehensive literature review of this realm remains lacking. Therefore, to provide a holistic view of the existing literature on robotic applications in hospitality and tourism, this study reviewed 86 extant robotic application-related articles by conducting descriptive analysis and content analysis. The findings of this study showed that most of the existing relevant studies were conducted from the perspective of consumers in the hospitality context. Potential future research directions for academics are identified herein. Practical implications on robotic adoption are also provided for industry practitioners.