Human–AI Collaboration in Tourism Work: A Systematic Review of Impacts on Jobs and Skills

Baiq Yolanda Ika Anggari

doi:10.53893/ats.v2i3.64

Authors

Baiq Yolanda Ika Anggari Universitas Mataram

DOI:

https://doi.org/10.53893/ats.v2i3.64

Keywords:

artificial intelligence, human–AI collaboration, employment, skills, tourism workforce, systematic literature

Abstract

This study presents a systematic literature review (SLR) of artificial intelligence (AI) and its implications for employment, skills, and human–AI collaboration in the tourism and hospitality industry. AI technologies such as chatbots, service robots, biometric systems, and predictive analytics are increasingly adopted to improve efficiency and service delivery, but their impacts on workers remain contested. Using the PRISMA protocol, 97 peer-reviewed articles published between 2010 and 2024 were analyzed from Scopus, Web of Science, and ScienceDirect. The review reveals three central themes. First, AI is automating repetitive tasks in areas such as check-in, information provision, and reservations, leading to concerns about job displacement. Second, new opportunities are emerging as AI creates demand for advanced digital, analytical, and problem-solving skills, suggesting a gradual shift in workforce requirements. Third, human–AI collaboration is developing as a hybrid model, where workers complement AI technologies by providing emotional intelligence, cultural sensitivity, and personalized interactions that machines cannot replicate. Challenges include skill mismatches, worker resistance, ethical concerns, and uneven adoption across regions and enterprise scales. The findings emphasize that AI should be understood not as a substitute for human labor but as a transformative force reshaping workforce structures, necessitating strategies for reskilling and sustainable collaboration.

References

Ahmadi Zahrani, M., Ziaeian, M., & Bamakan, S. M. H. (2025). The metaverse and sustainable tourism: Opportunities, challenges and future trends. Sustainable Futures, 10, 101006. https://doi.org/10.1016/j.sftr.2025.101006

Biggs, R., Clements, H., Vos, A. de, Folke, C., Manyani, A., Maciejewski, K., Martín-López, B., Preiser, R., Selomane, O., & Schlüter, M. (2015). What are social-ecological systems and social-ecological systems research? In The Routledge Handbook of Research Methods for Social-Ecological Systems. Routledge.

Calgaro, E., & Lloyd, K. (2008). Sun, sea, sand and tsunami: Examining disaster vulnerability in the tourism community of Khao Lak, Thailand. Singapore Journal of Tropical Geography, 29(3), 288–306. https://doi.org/10.1111/j.1467-9493.2008.00335.x

Chau, H. K. L., Ngo, T. T. A., Bui, C. T., & Tran, N. P. N. (2025). Human-AI interaction in E-Commerce: The impact of AI-powered customer service on user experience and decision-making. Computers in Human Behavior Reports, 19, 100725. https://doi.org/10.1016/j.chbr.2025.100725

Cheer, J. M., & Lew, A. A. (2017). Tourism, Resilience and Sustainability: Adapting to Social, Political and Economic Change. Routledge.

Deng, G., Yin, M., Chen, X., & Zeng, F. (2020). Clinical determinants for fatality of 44,672 patients with COVID-19. Critical Care, 24(1), 179. https://doi.org/10.1186/s13054-020-02902-w

Faulkner, W. (2001). The technology question in feminism: A view from feminist technology studies. Women’s Studies International Forum, 24(1), 79–95. https://doi.org/10.1016/S0277-5395(00)00166-7

Frey, C. B., & Osborne, M. A. (2017). The future of employment: How susceptible are jobs to computerisation? Technological Forecasting and Social Change, 114, 254–280. https://doi.org/10.1016/j.techfore.2016.08.019

Ivanov, D. (2024). Exiting the COVID-19 pandemic: After-shock risks and avoidance of disruption tails in supply chains. Annals of Operations Research, 335(3), 1627–1644. https://doi.org/10.1007/s10479-021-04047-7

Ivanov, S., & Webster, C. (2019). Conceptual Framework of the Use of Robots, Artificial Intelligence and Service Automation in Travel, Tourism, and Hospitality Companies. In S. Ivanov & C. Webster (Eds.), Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality (p. 0). Emerald Publishing Limited. https://doi.org/10.1108/978-1-78756-687-320191001

Lajante, M., Remisch, D., & Dorofeev, N. (2023). Can robots recover a service using interactional justice as employees do? A literature review-based assessment. Service Business, 17(1), 315–357. https://doi.org/10.1007/s11628-023-00525-z

Orchiston, C. (2013). Tourism business preparedness, resilience and disaster planning in a region of high seismic risk: The case of the Southern Alps, New Zealand. Current Issues in Tourism, 16(5), 477–494. https://doi.org/10.1080/13683500.2012.741115

Ortega, L., & Acero, J. P. (2025). Nexus of organizational Culture and Work Performance: The Mediating Role of Organizational Politics in Local Government Setting. Global Review of Tourism and Social Sciences, 1(2), 129–144. https://doi.org/10.53893/grtss.v1i2.362

Ritchie, B. W. (2004). Chaos, crises and disasters: A strategic approach to crisis management in the tourism industry. Tourism Management, 25(6), 669–683. https://doi.org/10.1016/j.tourman.2003.09.004

Scheyvens, R., & Momsen, J. (2008). Tourism in Small Island States: From Vulnerability to Strengths. Journal of Sustainable Tourism, 16(5), 491–510. https://doi.org/10.1080/09669580802159586

Stankov, U., Vujičić, M. D., Orero, P., & Gretzel, U. (2024). Accessibility of tourism 4.0—Designing more meaningful and inclusive tourist experiences. Universal Access in the Information Society, 23(4), 1503–1506. https://doi.org/10.1007/s10209-024-01109-y

Tuomi, A., Tussyadiah, I. P., & Hanna, P. (2021). Spicing up hospitality service encounters: The case of PepperTM. International Journal of Contemporary Hospitality Management, 33(11), 3906–3925. https://doi.org/10.1108/IJCHM-07-2020-0739

Tussyadiah, I. (2020). A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism. Annals of Tourism Research, 81, 102883. https://doi.org/10.1016/j.annals.2020.102883

Tussyadiah, I. P., & Park, S. (2018). When guests trust hosts for their words: Host description and trust in sharing economy. Tourism Management, 67, 261–272. https://doi.org/10.1016/j.tourman.2018.02.002

van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., & Petersen, J. A. (2017). Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences. Journal of Service Research, 20(1), 43–58. https://doi.org/10.1177/1094670516679272

Wang, T.-L., & Oscar, W. (2024). How Supportive and Competitive Work Environments Influence Job Attitudes and Performance in French Sales Roles. Global Review of Tourism and Social Sciences, 1(1), 1–12. https://doi.org/10.53893/grtss.v1i1.322