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Chatbots in hospitality and tourism: a bibliometric synthesis of evidence

Author

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  • Fateh Mohd Khan

    (Aligarh Muslim University, India)

  • Mohammad Khalid Azam

    (Aligarh Muslim University, India)

Abstract

Chatbots are now widely used in the hospitality industry because they offer round-the-clock support, engage clients in human-like dialogue, and lighten the workload of human agents. However, despite being a relevant technology, scholarly research on the application of chatbots in Hospitality and Tourism remains scant and dispersed. The present review employs a bibliometric review approach to synthesize this domain and identify relevant research lines for future academics. This study uses a mixed review methodology that combines the SPAR-4-SLR protocol and bibliometric tools. Using the Scopus database, the authors compiled 164 articles about chatbots in hospitality and tourism research. The data were examined using Vosviewer, Bibliometrix-R and MS-Excel. This review, which tries to comprehend the changes in this domain over the last eight years in terms of prolific writers, most prominent journals, significant issues, and the field’s intellectual and social structure, serves as the foundation for research on chatbots in hospitality and tourism. The findings indicate that this field is still in its infancy. To aid researchers in advancing this field of study, this review aims to offer deeper insights for the pursuance of future research.

Suggested Citation

  • Fateh Mohd Khan & Mohammad Khalid Azam, 2023. "Chatbots in hospitality and tourism: a bibliometric synthesis of evidence," Journal of the Academy of Business and Emerging Markets, Academy of Business and Emerging Markets, vol. 3(2), pages 29-40.
    • Handle: RePEc:ris:jabema:021881
    DOI: 10.5281/zenodo.10183134
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