Technology-Enhanced Tourist Experiences

The tourism and hospitality sectors have widely embraced information technology (IT) to save costs, boost operational effectiveness, enhance service quality and improve customer experience. The COVID-19 pandemic, which has influenced the adoption of AI tools in the tourism and hospitality sector and sparked a desire for advanced computerised approaches such as AI, robots and IoT, is gaining headway and acceptance. This chapter explores customers’ responses to technology and its impacts on the hospitality and tourism industry in leisure and business tourism. A narrative synthesis explores the literature information about technology in the tourism and hospitality industry, specifically highlighting the impact of technology on the industry and the visitor experience and acceptance of these technologies. The findings reveal that leisure visitors must still be more willing to embrace technology. However, business attendees tend to expect technology in the business tourism environment.