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Technological disruptions, health crises, persistent labour issues, and demographic shifts have elevated the importance of RAISA (robots, artificial intelligence, and service automation), and Generation Z for hospitality organisations. This study reviews 81 peer-reviewed articles using bibliometrics, quantitative frequency, and qualitative thematic analysis to examine Generation Z's engagement with RAISA in hospitality services. The findings highlight the increasing prevalence of service robots in hospitality sectors, with other AI and smart technologies remaining underexplored. While prior studies focused on Generation Z consumers' RAISA usage intentions, they overlooked the perspectives of Generation Z employees and hospitality operators. Furthermore, prior studies were mostly quantitative and geographically constrained, and focused on examining existing technology acceptance models, thereby lacking cross-cultural, in-depth, and mixed-methods exploration. Accordingly, this review paper proposes future research directions, and a novel service encounter paradigm. The paper also suggests hospitality operators proactively adopt RAISA technologies and prioritise Generation Z to aid sustainable operations. • Mixed-methods, theory-informed systematic review on Gen Z's engagement with RAISA technologies in hospitality services. • Examines all facets of RAISA by acknowledging their interdependence and compatibility in providing hospitality services. • Suggests cross-cultural, mixed-methods studies on Gen Zs’ responses to RAISA technologies beyond behavioural intention. • Proposes a novel service paradigm based on Bateson's Service Encounter Triad for contemporary hospitality services.
Fu et al. (Sat,) studied this question.