Keep your friends close, but your enemies closer”: ChatGPT in tourism and hospitality

Abstract

Purpose: ChatGPT has been receiving mounting research attention recently. However, its application and challenges to adopt for tourism and hospitality businesses remain relatively unexplored. To address this research gap, this study systematically assessed the application of ChatGPT and its challenges within the domain of tourism and hospitality. Design/methodology/approach: This study conducts bibliometric and content analyses of papers retrieved from Web of Science (WoS) and Scopus. Particularly, it systematically reviewed the tourism and hospitality research to identify critical applications of ChatGPT in the context of tourism and hospitality. In addition, this study identified challenges associated with the application of ChatGPT in this context. Findings: It has been revealed that the use of generative AI such as ChatGPT in tourism and hospitality research is ascending, with an opportunity to advance the existing knowledge in customer service research. In addition, the results suggest an ongoing interest in assessing the role of AI and language modeling for tourism education and human resource management. Research limitations/implications: The results are constrained by the used search keywords and electronic databases. Additionally, this study covered only papers published in English. However, the findings shed light on existing knowledge concerning ChatGPT's transformative potential, identify areas for further exploration, and offer guidelines for practice in the tourism and hospitality industry. The findings also revealed various challenges that various stakeholders should keep a closer eye on to ensure the effective and safe use of ChatGPT accordingly. Originality: This study initiates a discussion on ChatGPT's role in tourism and hospitality and underscores the importance of comprehensive AI integration within the sector.