Technology-mediated authenticity in tourism and hospitality: a systematic review and conceptual framework

This study presents a systematic literature review and thematic synthesis of research on technology and authenticity in tourism and hospitality. Following the PRISMA guidelines, a systematic search of the Web of Science and Scopus databases identified 141 eligible studies. The synthesis revealed four interrelated themes: authenticity as a driver of positive experiences and behaviours in technology-mediated tourism services; the role of technology in providing authentic experiences; the determinants of authentic experiences when technology is involved; and cross-cutting mechanisms linking technology, authenticity and outcomes. Moving beyond descriptive synthesis, the study develops an integrative, process-based conceptual framework and research propositions that explain how technological configurations shape authenticity across tourism and hospitality contexts. The findings advance authenticity theory by conceptualising authenticity as a dynamic, technology-mediated, and co-created process while providing a foundation for future empirical research and practical guidance for designing technology-enabled tourism and hospitality experiences.