The customer service sector in hospitality is undergoing a positive transformation with continuous evolutions. This study comprehensively reviews the literature published on technology transfusion in the hospitality industry and its impact on customer experience, operational efficiency, and competitive-edge. Authors used bibliometric study for the literature mapping. The layout of the paper is to scan literature published during the last two decades and finally propose new research. The authors identified key areas: emerging technology in hospitality, innovation, technology expectations and service failure risks, and studies on the sharing economy in hospitality. They include research focusing on customer experiences, popularity, and use of AI, blockchain and robotics across the country, as well as customer operated technologies (SST) and the use of such technologies by customers in the sector. Finally, for industry practitioners and policymakers, the study give insights, regarding the potential advantages and challenges of adopting and implementing various kinds of technology in the hospitality sector and thus providing actionable insights for strategic decision-making and in policy formulation.The study is the comprehensive review of the published literature till 2025 and puts forward directions for researchers in the technology and hospitality industry.
W.P et al. (2025) studied this question.