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The purpose of this concept chapter is to discover the connection between City Hospitality and smart technologies in today's cities in to understand how technology-driven solutions can elevate the level of hospitality experienced in city centres. The goal of City Hospitality is to create livability and lovability for the city's stakeholders – comprising residents, visitors and businesses – by finding synergies between their needs and the city's offering. However, we see that the excessive growth of travel and tourism has taken a toll on the livability of cities such as Barcelona, Venice and Amsterdam, where there are repeated cases of resident dissatisfaction and government interventions triggered by overcrowdedness. Can the currently conflicting needs of the stakeholders be realigned through the merge of Smart City and City Hospitality?

The research identifies residents as an indispensable stakeholder in City Hospitality due to their familiarity with the day-to-day mechanics of the city, leading needs and welcoming behaviour, all of which can create a long-term impact on the hospitality experience perceived by all stakeholders. Research further shows that residents are pivotal to the concept of Smart Community–driven – City Hospitality achieved by a network of empowered residents who participate in, and benefit from the travel and tourism industry through implementing information communication systems. The exemplary case of the mobile application InZutphena is disscussed to underpin and substantiate the concept of Smart Community–driven City Hospitality.

Building on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart hospitality. It synthesises existing knowledge, extrapolating forward and contributes to the future development of smart hospitality by serving as a reference to enrich academic/industry discussions and stimulate future research.

The research examined 8 recent review articles on smart hospitality and tourism and extracted 145 articles in peer-reviewed sources from Web of Science focussed on smart hospitality. These publications supported in-depth analysis to explore the body of knowledge and develop foresight for the future of smart hospitality within business ecosystems at tourism destinations. It synthesises knowledge and provides the basis for the development of a comprehensive in-depth research agenda in smart hospitality innovations as well as the formulation of agile hospitality ecosystems.

This paper illustrates that smart hospitality introduces disruptive innovations that affect the entire hospitality ecosystem. Smart hospitality takes advantage of smart cities and smart tourism towards establishing agile business ecosystems in networked destinations. Having reviewed the existing literature, the study developed a conceptual framework and introduced a comprehensive future research agenda. This includes the drivers of smart hospitality, namely, customer-centricity, personalisation, individualisation and contextualisation; marketing-driven hospitality excellence and metaverse; as well as operation agility, asset strategy, talent management and supplier interoperation. It also identified the foundations that provide the infostructure for smart hospitality, including ambient intelligence, big data, processes and sustainability, providing the capability blocks to co-create value for all stakeholders in the hospitality ecosystem.

This study conceptualises smart hospitality as a disruptive and innovative power that will affect the competitiveness of hospitality and tourism organisations as part of a comprehensive ecosystem. It identifies the key stakeholders and explores how they can take advantage of emerging developments. This paper proposes the drivers and foundation for future research on smart hospitality. The research provides a conceptual synthesis of the literature and the concepts that have been elaborated. The foundations are effectively the infostructure that enables the drivers to add value to different stakeholders. Key issues are identified to stimulate further research on the area to support smart hospitality development and adoption.

This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research.

Content analysis is carried out on the themes of pertinent research from the perspectives of customers, suppliers, technology and policymakers.

Results show that over half of the reviewed articles are carried out from the perspective of customers, while those of suppliers, technology and policymakers are less discussed. The unbalanced number of articles reveals an evident mismatch between the supply and demand.

Findings provide theoretical and practical implications from different perspectives. Collaboration among various stakeholders is also advocated to achieve sustainable and balanced development of the smart hospitality and tourism industry.

This study contributes to smart hospitality and tourism research through an in-depth review of relevant literature. Based on the findings, the identified research gaps provide potential directions for future knowledge development.

Concerning the emergence of Industry 4.0 and the concept of “smartness”, the technology competence of hospitality practitioners that was previously neglected and overlooked should be explored. Therefore, this study aims to explore previous hospitality technology competence through a literature review and then to extend, strengthen and build a new framework of the required technology competencies for hospitality practitioners in terms of facing smartness.

To investigate the previous research on the characteristics of the required technology competencies for hospitality practitioners, this study carried out a systematic literature review (SLR) on works published from 2011 to 2020. Then, based on the SLR results, the required technology competencies for hospitality practitioners in terms of facing smartness was explored with 26 experts from the government, industry and academia. The data were analysed through thematic analysis based on the perspectives of task–technology fit, and then, the framework was constructed.

This study reconfirmed that technology competence has been neglected in the previous hospitality competence literature and that the current methods and ways of thinking cannot succeed in this smart era. Moreover, based on fundamental technology competence, a new framework with ten dimensions of technology competencies required for hospitality practitioners in terms of facing smartness was created.

This study identified the required technology competencies for hospitality practitioners, an area that has rarely been addressed in the previous literature. Moreover, specific competencies, especially those needed to face this smart era, are urgent and novel in the academic hospitality field.

面向智能时代的智能性：为酒店从业人员构建一项包含所需技术能力的理论框架

关于工业4.0的出现和“智慧”的概念, 酒店从业者的技术能力在前人研究中经常被探索和忽视。 因此, 本研究旨在通过文献回顾, 然后扩展、加强和建立酒店从业人员在面对智能方面所需的技术能力的新框架来探索以前的酒店技术能力。

为了调查之前关于酒店从业人员所需技术能力特征的研究, 本研究对 2011 年至 2020 年发表的作品进行系统文献综述 (SLR)。然后, 根据 SLR 结果, 酒店从业人员在面对来自政府、行业和学术界的 26 位专家关于智能进行了探讨。 基于任务-技术契合度 的视角, 通过主题分析和对数据进行分析, 然后构建框架。

本研究再次证实, 在以往的酒店能力文献中, 技术能力一直被忽视, 当前的方法和思维方式无法在这个智能时代取得成功。 此外, 在基础技术能力的基础上, 本研究创建了酒店从业者面对智慧所需的十个维度技术能力的新框架。

本研究确定了酒店从业人员所需的技术能力, 这是以前文献中很少涉及的领域。 此外, 特定的能力, 尤其是面对这个智能时代所需的能力, 在酒店管理的学术领域是紧迫而新颖的。

The purpose of this paper is to conduct a systematic and quantitative review of published papers on smart tourism. More specifically, the paper aims to identify the smart tourism research life cycle, collaboration trends, main social structure, disciplinary approaches and foundations, research topics and methodological approaches.

Systematic quantitative review techniques were used to review smart tourism literature. Frequency analysis, network analysis, text mining techniques were performed on data obtained from 96 papers collected from three databases as follows: Web of Science, Scopus and EBSCOhost.

The smart tourism research life cycle has two turning points with an exponential increase: 2015 and 2017. The latter is mainly associated with the internationalization of collaboration. Social structure of smart tourism research was revealed. Many of the ideas and research trends are affected by one research cluster. Destination related articles are dominant in smart tourism research. Internet of things and tourist experience are less researched areas. Only a quarter of the articles was published in tourism and hospitality journals. In particular, there is a big gap in published papers in hospitality journals. An important gap from methodological aspect is limited number of qualitative studies with human subjects. The geographical limitation is high concentration of smart tourism studies in Korea.

This study collected and analyzed only full papers published in peer-reviewed journals. Future research may consider including book chapters and/or conference proceedings. This study was mainly based on quantitative review techniques. Qualitative or mixed review techniques may be conducted.

This study is the first literature review on an increasingly popular topic of smart tourism.

本研究旨在从以下几方面探讨智慧旅游的沿革:（1）出版量和研究主题, 2）主要学科、社会结构和合作趋势, 以及3）方法论和研究范式。

本研究对1995至2017年间发表的96篇文章进行了系统的定量评价, 并采用了评价和相关回顾的方法对文献进行了分析。

研究结果阐释了智能旅游研究的生命周期。自2015以来, 相关文献的出版数量迅速增长, 2017年更是呈现出指数增长的趋势。2017年, 相关的国际合作也大幅增加。在学科重点方面, 智能旅游研究并不仅局限于旅游, 而是采用跨学科/多学科的方法。在社会结构方面, 智能旅游的知识在很大程度上是由具有相似社会文化背景和制度背景的学者建构的。在研究主题方面, 与目的地相关的文章占主导地位。在研究方法方面, 智能旅游研究采用的主要是定量研究, 其次是概念研究和混合方法研究。令人惊讶的是, 定性研究则十分有限。在研究范式方面, 由于研究样本主要来自韩国, 研究可能存在文化偏见, 。

本研究仅收集并分析了在同行评审期刊上发表的论文。未来的研究可以考虑加入书籍章节和/或会议论文。本研究主要采用定量评价, 未来的研究可以考虑可以采用定性或混合方法技术。

本研究通过对社会结构、主题、方法和研究范式等方面的研究空白的分析, 为智能旅游研究提供了有意义的理论贡献, 并指出了未来的研究方向。

The purpose of this paper is to offer a discussion, definition and comprehensive conceptualization of the smart service experience, i.e. the way guests and customers in hospitality and tourism experience and value the use of personalized and pro-active services that the intelligent use of data and technology enable.

Based on prior research on service experience, smart services and the differences between regular and smart services, this paper develops a conceptual framework in which the smart service experience is the central construct.

The characteristics of smart services (the intelligent, anticipatory, and adaptable use of data and technology) permit customers to experience services that previous conceptualizations of the service experience could not capture. The smart service experience provides empowerment, a seamless experience, enjoyment, privacy and security, and accurate service delivery. The paper also discusses challenges that service firms face in employing smart services, and proposes a future research agenda.

Both academics and practitioners expect smart services to revolutionize many industries such as tourism and hospitality. Therefore, research is needed to help understand the way customers experience smart services, what values they derive from them and the way service firms can employ them sensibly to enhance customers’ experiences.

This paper synthesizes insights from the literature on customer experience, smart services and co-creation into a conceptualization of the smart service experience, and distinguishes it from previous conceptualizations of regular services.

This study aims to investigate tourists’ impressions of the smart destinations model from the socio-technical systems and the technology–organization–environment (TOE) perspectives. Specifically, it aims to explore how information source credibility and cloud infrastructure influence tourists’ use of intelligent technology.

This measurement development is based on prior literature; after being evaluated for face and content validity, the authors used random sampling to collect data and conducted a field survey of tourists through Taoyuan Airport and using the airport MRT between December 2022 and March 2023. After confirming that tourists knew the destination information and had experience using travel-related mobile applications to plan their itinerary, the authors further invited tourists to participate in the survey, and 512 valid questionnaires were analyzed by the structural equation modeling approach.

The finding pointed out that source credibility and intelligent technology were innovative technologies that benefitted tourists, as were mobile travel planning apps, which created a relational context based on interests and activities from the socio-technical and TOE perspectives.

Technological innovation is closely related to the development of smart cities; tourists who used travel itineraries successfully understood travel-related actions and significantly had more positive affective images of the city.

The main purpose of the study is to reveal the hotel managers' perspectives strategies, and predictions on smart technologies, and their expectations for current staff and potential staff to be employed in the future.

A qualitative research approach was used to reveal the internal perspectives of managers to determine their Smart Tourism (ST) perspectives. With the snowball sampling method, face-to-face interviews were conducted with 16 senior hotel managers working in a 5-star hotel in Antalya. The data obtained were carried out with inductive content analysis and descriptive analysis from qualitative research analysis methods.

In this study, hotel managers' broad perspectives on ST were discussed in depth and presented comprehensively. Managers' perceptions of smart technologies are classified in terms of aggregate dimensions and themes. Among the most important findings, rapidity/quickness, managing/holistic assessment, standardization, harmony/integration-coordination and experience-memory, defined as the crossroads of total dimensions or the heart of smart technologies, were identified as the most important themes. In addition, Stylos et al. (2021), another important finding is the classification of technologies used in top-quality hotels, based on the conceptual framework for smart technologies presented in the literature.

The effective and efficient use of technology, its internalization and openness to technology provides important advantages in hotels such as increasing revisits and satisfaction, providing loyalty and reducing costs. Thus, the perceptions, practices, strategies and prediction of senior managers working in high-level hotels about ST provide valuable data to other hotels that want to survive in the competition.

From a theoretical point of view, this study is valuable in that it deals with the ST perceptions of senior managers with an exploratory research approach. Managerially, the research findings offer valuable contribution about the attitudes, trends, forecasts and expectations of senior managers working in high-level hotels towards ST.

This study aims to provide a response to calls for research on the consequences of technostress among employees in smart hotels. Based on the person–environment fit and job demands–resources theories, the authors offer a theoretical framework and investigate how factors affect employees’ well-being and performance. Further, the authors investigate the moderating effects of organizational learning on the relationship between technostress and employee well-being and performance.

The authors developed and empirically tested a research model based on a survey of 454 respondents in China. The effect of technostress was analyzed by applying the use of partial least squares structural equation modeling.

The results support that technostress negatively affects employee well-being (e.g. engagement and overall well-being) and performance. Employee well-being mediates the relationship between technostress and performance. Organizational learning has a countervailing moderating impact on employee well-being and performance. Specifically, organizational learning significantly counteracts the relationship between technostress and performance while significantly exacerbating the relationship between technostress and engagement.

This study contributes to an enhanced understanding of technostress in smart hotels and provides practical recommendations for assisting hotel managers in improving employee well-being and performance.

This work represents an early attempt to investigate the impact of technostress on employee well-being and performance in smart hotels. The countervailing moderating effect of organizational learning on employee engagement and performance is identified. In addition, this study is an initial attempt at estimating the predictive contribution of the mediating effects of employee engagement and overall well-being in the relationship between technostress and employee performance in smart hotels.

这项研究响应了对研究智能酒店员工存在的技术压力的号召。基于人与环境的契合和工作需求——资源理论, 我们提供了一个理论框架并调查如何影响员工的幸福感和绩效的因素。此外, 我们调查了组织学习对技术压力以及员工福利和绩效关系的调节作用。

我们开发并实证检验了一项基于对中国 454 名受访者的调查的研究模型。通过应用偏最小二乘结构方程模型对技术压力的影响进行分析。

结果显示技术压力对员工幸福感产生负面影响（例如, 参与度和整体幸福感）和绩效。员工幸福感对技术压力和绩效之间的关系有显著中介作用。组织学习对员工的幸福感和表现起到了抵消性的调节作用。具体而言, 组织学习显着抵消了技术压力和绩效之间的关系, 同时显着增加技术压力和参与度之间的关系。

本研究有助于加深对智能酒店技术人员的理解并提供实用建议以协助酒店管理人员改善员工福利和表现。

这项研究代表了技术压力对智能酒店员工福利和绩效影响的早期尝试。本论文确定了组织学习在员工参与度和工作表现关系之间的抵消调节作用。此外, 这项研究是探索智能酒店员工参与度以及整体幸福感在技术压力与员工绩效之间关系的中介效应的初步尝试。